2017 BEST PRACTICEs CONFERENCES SERIES - BOOK YOUR PLACE TODAY!
EUROPE, Middle EAST & AFRICASTARTS IN:
NORTH and south americasSTARTS IN:
ORLANDO, FL USA
asia pacificSTARTS IN:
KOTA KINABALU, MALAYSIA
Executive Interview : 7 Tips On Customer Satisfaction Versus Cutting Costs
Trimming the fat and finding new and better ways to do business is something we're all challenged. ContactCenterWorld.com asks: What tip or piece of advice would you give to a contact center leader who is under pressure from the board to cut costs when you know it will affect customer service?
"To make sure your team is prepared by knowing what the change is (to cut cost), when it is going to take place and to have talking points ready so the reps know how to respond. It could be, for example, you are no longer open on Saturday to service customers, but the right prepared response to an irate customer about the change can have a tremendous impact."
|- Anita Ridgell, Manager Of Quality Assurance, CMD, United States|
"Find other ways to cut costs. It costs more money to fix the damage created in a bad customer experience."
|- Martha Gery, Owner, MGS Consulting, United States|
"Get the team involved at all levels. You will be surprised how many good ideas will come from the floor. If everyone prints less, works smarter it might not even get to the point where the output is affected."
|- Thabisa Magxwalisa, Team Leader, Volkswagen Group South Africa, South Africa|
"This clearly indicates that there are reasons why costs are too high and need to be reduced but I don’t believe customer service has to suffer just to reduce costs. Information overload and the information landfill are significant contributors to high AHT, poor FCR rates and high training costs. Corporate information doubles every 3 ½ years and contact centers use information landfills in the form of documents, spreadsheets, slide decks, PDF files, etc. These are stored on shared network drives, emails, web sites, SharePoint sites and help systems that cost precious agent time searching for documents. Contact centers need to stop searching for documents and instead quickly locate an answer by using guided navigation technology. Gartner has created a category for these types of solutions that enable to agents with a single click display guided navigation answers about the current task in hand. It tells the agent what to do next and the answer for the customer with no searching required.
|- Chris Lawson, Director Strategic Partnerships, Lawson Concepts, United States|
"Think who will produce the most? Every salesperson will earn their own salary, but what about the secretary who makes long distance calls to relatives or uses the company's car for his/hers own purposes? Compare prices of singular products needed at the office, like toilet papers, copy papers. Advise staff to use chats and e-mail when they have to send something to customer, not regular traditional mail, because it is expensive and slow. Have a cheaper internet-connection, use Skype as a tool if needed. Sell the company's car or other items that can be replaced."
|- Elina Perälä, Freelance journalist, Sales professional, Finnish subscription paper, Finland|
"Service level agreements are the key here. All centers should have documented and communicated service level agreements. In a situation where costs have to be cut, review your service level agreements and staffing models to determine the impact. In responding to the board, you can request a renegotiation of the service level agreement by showing the impact of the cut on your ability to meet the expectations of the organization. If your service level agreement is linked into the performance of the organization, you may provide information valuable to the board in affirming or reconsidering the budget cut decision."
|- Myra Kassim, Contact Center Manager, Chesapeake Employers Insurance Company, United States|
"Explore new technology or other cost-savings options that won’t impact customer service. For example, VoIP is a proven way for contact centers of all sizes to slash their communications costs by up to 80%. Another option would be to negotiate better rates with your existing telco or get rid of any short-call penalties you might be paying. You can increase your call completion percentages by avoiding telcos with PPAs (Profit Protection Applications), having multiple telecom providers for each facility and limiting the number of simultaneous calls to any single provider or geographical Rate Center."
|- Cliff Rees, President, Voxox, United States|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - Music On Hold
Published: Friday, November 13, 2015