ON DEMAND WEBINAR: CUSTOMER EXPERIENCE IN THE CONTACT CENTRE Taking your customers off hold and putting their words into action Watch our on-demand Webinar to hear expert speakers, Nicola Collister (Business Transformation Specialist, Custerian), Bob Winnington (Customer Service Consultant, Park House Associates) and Yiannis Maos (Digital Marketing Manager, Rant & Rave) discuss the best strategies for improving your Customer Experience and Employee Engagement. Copyright © Rant & Rave 2015 @RantandRaveUK /rant-and-rave +RantandRaveUK www.rantandrave.com [email protected] +44 (0)2476 011 911 2) Department for Work and Pensions (2012). Equality impact assessment for SMS Text Messaging across DWP 1) Contact Babel. (2014). UK Contact Centres in 2015: The State of the Industry & Technology Penetration 4) Dimension Data. (2014). 2013/14 Global Contact Centre Benchmarking Summary Report 3) Contact Babel. (2014). UK Contact Centres in 2015: The State of the Industry & Technology Penetration 6) Gartner, (2006). Implement Customer Satisfaction Management Processes to Improve Revenue 5) Contact Babel. (2014). UK Contact Centres in 2015: The State of the Industry & Technology Penetration 8) Dimension Data. (2014). 2013/14 Global Contact Centre Benchmarking Summary Report 7) Contact Babel (2014) The UK Contact Centre Decision-makers' Guide 9) Dimension Data. (2014). 2013/14 Global Contact Centre Benchmarking Summary Report 10) Harvard Business Review, Reichheld, Frederick F. and Sasser, W. Earl, Jr. (1990). Zero Defections: Quality Comes to Services IF I COULD TURN BACK TIME... IF I COULD FIND A WAY... Whether you’re handling inbound enquiries or calling individual customers to update them on their order or application, time is money, and low value calls can be prevented. By taking a proactive approach, your agents can spend more of their time dealing with high-value calls. Sometimes, no matter how high you set the bar for your Contact Centre, it’s inevitable that some things will get in the way - mounting costs, resource pressure, trying to figure out what your customers are thinking. But you don’t need to be Mystic Meg in order to provide first-class Customer Service. Using Top Tips and stats from the latest Contact Centre reports, this Infographic will show you how even some of the toughest problems can be solved just by thinking outside of the box... IT’S NOT ALL ABOUT THE MONEY, MONEY, MONEY... As more people rely on their mobile phones rather than their landline, the cost of outbound calling is going up. TURNED ON OR SWITCHED OFF? Preferences are changing. Phone calls are now the last choice of channel when it comes to preferred methods of communication. CAN’T GET NO SATISFACTION... 9% is a big number when you take into consideration how your agents could be spending their time - dealing with high-value calls and taking care of problems is far more efficient. “SORRY, WHEN WAS THAT?” Whilst many Contact Centre’s have realised the importance of Customer Feedback, they still haven’t considered the timing of their surveys. “IT’S ALL YOUR FAULT! ” Even when customers are screaming down the phone to your agents, 80% of issues aren’t anything to do with the Contact Centre. Maybe it’s your website to blame, or your Tech Team haven’t fixed a problem properly. But does your current Voice of the Customer programme reflect this? POWER TO THE PEOPLE! Your agents are the face and voice of your brand. If you want them to deliver first-class Customer Service, you need to deliver first-class Employee Engagement too. Ask employees for their feedback and ACT on this to keep them engaged, happy and loyal. LIGHTS, CAMERA, ACTION... Your Contact Centre is your greatest source of customer insight, but unfortunately, a lot of this isn’t passed on to the relevant people needed to actually do something about it. START PREDICTING THE FUTURE Often, hidden amongst Customer Feedback are trends and themes that you can use to predict customer behaviour and prevent them from leaving you. We call these trends Diamonds & Icebergs. CONTACT CENTRE STRUGGLES AND HOW TO OVERCOME THEM 30% of inbound calls to a Contact Centre are WISMO* 1 37% of outbound calls are made for the very same reason! 1 94% of customers WANT timely, relevant SMS! 2 On average, it costs 3 times more to call a mobile than a landline 3 Generation Y says goodbye to the traditional phone (and Generation X aren’t far behind!) 4 9% of outbound calls are made to carry out Customer Satisfaction Surveys 5 Feedback collected immediately after an event is 40% more accurate than feedback collected 24 hours later 6 80% of complaints are to do with failures outside the Contact Centre 7 Voice of the Customer? Intelligence isn’t passed on by... 9 The #1 Trend for 2014 Contact Centre’s is to meet customer needs Just a 5% decrease in defection could lead to a 50% increase in profit! 10 Use text messages, emails, or recorded voice messages to relieve pressure on your resources! Give customers the information they need, before they have to ask for it. Your Contact Centre doesn’t have to be a one trick pony. Take a multi-channel approach and talk to your customers in the way that suits them best! Use a Voice of the Customer solution like Rant & Rave’s Fast Feedback to do the hard work for you and capture your customers’ thoughts in real-time, immediately after the call. Ask your customers for feedback at the Moment of Truth, immediately after a call or interaction, and you’ll get far better insight. Ensure insight collected is passed to the area of the business that can take action to prevent similar customer dissatisfaction from occurring. Keep your frontline agents engaged at work by sharing positive feedback and encouraging inter-team competitions for the best comments. Turn your customers’ words into action by making sure their comments are used to improve your business. By identifying what your customers are talking about most, you can resolve issues before they become common problems and capitalise on future opportunities! 31.9% Smartphone 36.4% Social Media 29.4% Phone 42.3% SMS/Email 88.6% of Contact Centre execs believe their strategy is addressing this, but... 8 Only 58.7% believe employee satisfaction is being considered! 8 71% of in-house operations 53.2% of outsourcers *‘where is my order?!’
9 Contact Centre Struggles And How To Overcome Them
Jul 27, 2015
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ON DEMAND WEBINAR:CUSTOMER EXPERIENCE IN THE CONTACT CENTRETaking your customers off hold and putting their words into action
Watch our on-demand Webinar to hear expert speakers, Nicola Collister (Business Transformation Specialist, Custerian), Bob Winnington (Customer Service Consultant, Park House Associates) and Yiannis Maos (Digital Marketing Manager, Rant & Rave) discuss the best strategies for improving your Customer Experience and Employee Engagement.
Copyright © Rant & Rave 2015
@RantandRaveUK
/rant-and-rave
+RantandRaveUK
www.rantandrave.com
+44 (0)2476 011 911
2) Department for Work and Pensions (2012). Equality impactassessment for SMS Text Messaging across DWP
1) Contact Babel. (2014). UK Contact Centres in 2015: The State ofthe Industry & Technology Penetration
4) Dimension Data. (2014). 2013/14 Global Contact CentreBenchmarking Summary Report
3) Contact Babel. (2014). UK Contact Centres in 2015: The State ofthe Industry & Technology Penetration
6) Gartner, (2006). Implement Customer Satisfaction ManagementProcesses to Improve Revenue
5) Contact Babel. (2014). UK Contact Centres in 2015: The State ofthe Industry & Technology Penetration
8) Dimension Data. (2014). 2013/14 Global Contact CentreBenchmarking Summary Report
7) Contact Babel (2014) The UK Contact Centre Decision-makers'Guide
9) Dimension Data. (2014). 2013/14 Global Contact CentreBenchmarking Summary Report
10) Harvard Business Review, Reichheld, Frederick F. and Sasser,W. Earl, Jr. (1990). Zero Defections: Quality Comes to Services
IF I COULD TURN BACK TIME... IF I COULD FIND A WAY...
Whether you’re handling inbound enquiries or calling individual customers to update them on their order or application, time is money, and low value calls can be prevented. By taking a proactive approach, your agents can spend more of their time dealing with high-value calls.
Sometimes, no matter how high you set the bar for your Contact Centre, it’s inevitable that some things will get in the way - mounting costs, resource pressure, trying to figure out what your customers
are thinking. But you don’t need to be Mystic Meg in order to provide first-class Customer Service.
Using Top Tips and stats from the latest Contact Centre reports, this Infographic will show you how even some of the toughest problems can be solved just by thinking outside of the box...
IT’S NOT ALL ABOUT THE MONEY, MONEY, MONEY...
As more people rely on their mobile phones rather than their landline, the cost of outbound calling is going up.
TURNED ON OR SWITCHED OFF?
Preferences are changing. Phone calls are now the last choice of channel when it comes to preferred methods of communication.
CAN’T GET NO SATISFACTION...
9% is a big number when you take into consideration how your agents could be spending their time - dealing with high-value calls and taking care of problems is far more efficient.
“SORRY, WHEN WAS THAT?”
Whilst many Contact Centre’s have realised the importance of Customer Feedback, they still haven’t considered the timing of their surveys.
“IT’S ALL YOUR FAULT! ”
Even when customers are screaming down the phone to your agents, 80% of issues aren’t anything to do with the Contact Centre. Maybe it’s your website to blame, or your Tech Team haven’t fixed a problem properly. But does your current Voice of the Customer programme reflect this?
POWER TO THE PEOPLE!
Your agents are the face and voice of your brand. If you want them to deliver first-class Customer Service, you need to deliver first-class Employee Engagement too. Ask employees for their feedback and ACT on this to keep them engaged, happy and loyal.
LIGHTS, CAMERA, ACTION...
Your Contact Centre is your greatest source of customer insight, but unfortunately, a lot of this isn’t passed on to the relevant people needed to actually do something about it.
START PREDICTING THE FUTURE
Often, hidden amongst Customer Feedback are trends and themes that you can use to predict customer behaviour and prevent them from leaving you. We call these trends Diamonds & Icebergs.
CONTACT CENTRE STRUGGLES AND HOW TO OVERCOME THEM
30% of inbound calls to aContact Centre are WISMO*1
37% of outbound calls aremade for the very same reason!1
94% of customers WANTtimely, relevant SMS!2
On average, it costs 3 times moreto call a mobile than a landline3
Generation Y says goodbye to the traditional phone
(and Generation X aren’t far behind!)4
9%of outboundcalls are made to carry out Customer SatisfactionSurveys5
Feedback collected immediately after an event is 40%more accurate than feedback collected 24 hours later 6
80% of complaints are to do withfailures outside the Contact Centre7
Voice of the Customer?Intelligence isn’t passed on by...9
The #1 Trend for 2014 ContactCentre’s is to meet customer needs
Just a 5% decrease in defectioncould lead to a 50% increasein profit!10
Use text messages, emails, or recorded voice messages to relieve pressure on your resources!
Give customers the information they need, before they have to ask for it.
Your Contact Centre doesn’t have to be a one trick pony. Take a multi-channel approach and talk to your customers in the way that suits them best!
Use a Voice of the Customer solution like Rant & Rave’s Fast Feedback to do the hard work for you and capture your customers’ thoughts in real-time, immediately after the call.
Ask your customers for feedback at the Moment of Truth, immediately after a call or interaction, and you’ll get far better insight.
Ensure insight collected is passed to the area of the business that can take action to prevent similar customer dissatisfaction from occurring.
Keep your frontline agents engaged at work by sharing positive feedback and encouraging inter-team competitions for the best comments.
Turn your customers’ words into action by making sure their comments are used to improve your business.
By identifying what your customers are talking about most, you can resolve issues before they become common problems and capitalise on future opportunities!
31.9%Smartphone
36.4%Social Media 29.4%
Phone
42.3%SMS/Email
88.6% of Contact Centreexecs believe their strategy is addressing this, but...8
Only 58.7% believe employeesatisfaction is being considered!8
71%of in-houseoperations
53.2%of outsourcers
*‘where is my order?!’
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