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Building long-term relationships with your customers…
 … is the key to running a successful organisation.
“70% of customer decision-making is based on how we
interact with the company and only 30% on the product itself.”
Call
Centre Focus, Sept 2004.
In the private sector, acquiring, keeping
and increasing the value of customers creates profit. In
the public sector, organisations are measured on how well
they meet the needs of citizens and stakeholders. In both sectors, customers
and citizens alike want to have their enquiries dealt with
quickly and accurately by enthusiastic and knowledgeable
staff. All of which is easy to say and harder to do.
Organisations need:
- clear and consistent processes
for handling customer interactions
- back office systems that
are accessible through a common interface so that customer
and product or service information
is instantly retrievable
- motivated staff who come across
as helpful and well informed.
Customers need:
- to get
hold of the right person first time
- to be given the information
they need quickly, accurately and helpfully
- to be able to
interact with an organisation in a way that suits them
best, whether
in person, by phone, by SMS, by email or by accessing
a website.
The solutions lie in:
Technology – making sure that the right information
is always available to customers and front line staff. This
means finding the right technology partner who can leave
the organisation free to concentrate on its core competencies.
People – keeping staff motivated will ensure they deal
more effectively with customers and want to stay in their
jobs longer. A high turnover of staff results in the double
whammy of poorer quality customer service and increased training
costs.
Turn a cost centre into a profit centre
Call centres are at the heart of good customer service.
But they should be more than a necessary evil, a cost that
the organisation has to swallow in the pursuit of customer
satisfaction. Organisations should be maximising their investment
by using call centre data to predict customer behaviour and
identify new business opportunities.
Read
more about it...
Contact Centre solutions
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