Using a Contact Centre to deliver Effective CRM

Customer loyalty and brand strengthening is vital in today’s market, and what better way to do so than by using a contact centre?

 

Why use a Contact Centre for effective CRM?

• Provides a means of “voice” dialogue
• Ensures consistency
• It improves productivity because your staff can focus on their core duties
• Increases time to market
• Very flexible
• Provides real time, detailed reporting and feedback
• Enables instant resolution  – therefore greater customer satisfaction
• Can convert an inbound customer query into a sale.
• Great for lead generation

 A CRM Strategy can only be effective if measured, reported on, and ultimately acted on. Simply recording all calls or contacts made to a contact centre is not sufficient to improve customer service – it’s the way in which you use and act upon this information that will make a difference to customer service. By mining the data gathered from telephone calls, web chat and email interaction call centre agents and managers can identify what it was that sent the customer packing, why they bought a product, how they are responding to a particular incentive or promotion, how customers prefer to be contacted (to receive information), thus learning about where to reinforce the positive and eliminate the negative and so improve the customer relationship or ‘customer experience’. Daly Contact Centre Solutions maximizes productivity, enhances service levels and reduces expenses, while maintaining the reliability and scalability of the individual components of your CRM strategy.  Our whole call centre operation is based on the need to create, for your business, HAPPY CUSTOMERS who BUY MORE and LOWER COST to you.

Enabling First Contact Resolution – The Need For Clearer Definitions And Consistent Technology Strategies

Read around the topic of First Call Resolution (FCR), and it’s clear that there’s a strong consensus that FCR is important, with analysts and commentators observing that: “first call resolution is the measure that matters most for operating an effective and efficient call centre”, “first call resolution has a major impact on operating costs and customer satisfaction”, and “first call resolution promotes more cost-effective customer interactions”.  More…

Contact Centre Retention

Contact centres have been saddled with the negative image of a ‘hotbed of dissent’ according to Rob Denton, Managing Director of the Naigator Customer Management Company. They are noted for being an industry plagued by absenteeism and high staff turn around, with employee loyalty in short supply. Where telephone prospecting is a crucial component in the marketing toolbox, companies need to engage with this harmful label if they are to continue to run successful big campaigns or ongoing marketing initiatives. The lack of employee commitment in the call centre industry frequently translates to being out of alignment, with each other and with clients, in executing the companies’ mission, goals, and strategic objectives. In other words Denton says, what they are doing on the job can be counterproductive and damaging. Since the issues impacting customer loyalty and commitment to a business are often linked with staff productivity and retention, optimising employee loyalty and alignment becomes doubly important.  More…