If driving operational efficiencies and cost savings are the number 1 priority for your contact centre in 2016, you’re not alone. 71% of our survey participants agree, with only 2% answering ‘not this year’.
Customer demands are constantly evolving, as are their expectations. But how do you keep up and manage your efficiency and budget savings? Needless to say, their customer expectations cannot be ignored. More than 70% of customers will reduce their commitment to an organisation when the relationship spoils. Worse still 66% will cease to do business with that organisation altogether due to poor service.
Merely reacting to customer expectations will result in bursts of unsynchronised tactics giving silo results and will ultimately fail to reform customer experience.
So good customer service ultimately increases sales, this much we know. With happy customers being 19% more likely to recommend a business, 20% more reluctant to switch to a competitor and 16% more likely to make repeat purchases.
But where should you start? How can you strategically evolve with your customers at the same time as driving your operational efficiencies and cost savings?
Our Solutions Architects offer three suggestions:
- Contact Management
- Contact avoidance – what processes can be adapted to reduce unnecessary inbound contact?
- Identify the reasons for repeat contact – understanding the causes of first contact resolution failure reveals quick wins
- Implement appropriate self-service – customers are happy to self-serve for routine tasks
- Proactive outbound contact – investigate where workflows can trigger update notifications, improving the customer experience while reducing costs
- Process Management
- Process reengineering – where are broken or disconnected processes?
- Workflow alerts and reports
- Mobile integration – seamless remote working
- Workforce Optimisation
- Schedule resources to match forecast demand
- Respond with intraday optimisation
- Ensure agent compliance
- Survey customers and confirm their experience, making marginal changes regularly had a significant cumulative benefit.
Your customer experience strategy must evolve to meet the needs of your customers, especially your existing customers. The probability of selling to an existing customer is 60-70%, but reduces dramatically to 5-20% for new customers.
This series of blogs will continue to offer best practices and points to evaluate and support you on your journey.
For more detail on the priorities of your peers, download the 2016 report.