Driving Customer Experience Through The Call Centre Min Acceptable Performance is 90% Presented By: Salva Shuva

Contents Enhancing the Customer Contact Centre Experience Contact Centre Role in the Customer Lifetime Value Drive the Customer Experience with the Customers Min Acceptable Performance is 90%

Introduction For years, companies have relied on their contact centres to deal with customer interactions—from technical support to requesting medical coverage—but contact centres are on the verge of a major change. Driven by a shift in technology capabilities and consumer behaviour, leading companies are refocusing contact centres from handling individual calls to building customer loyalty With the focus on revenue and improving customer experiences, the very notion of the role of the contact centre and what it is designed to do has changed dramatically. Min Acceptable Performance is 90%

Enhancing the Customer Contact Centre Experience Engage agents not just hire people Define your customer experience principle Understand your customers Use a quality framework to drive coaching development of your staff Act upon regular employee feedback Create an emotional connection with the customer Min Acceptable Performance is 90%

Formula For Maximizing Customer Experience DOING THE RIGHT JOB RIGHT THE FIRST TIME MAXIMUM CUSTOMER SATISFACTION, LOYALTY EFFECTIVE CUSTOMER CONTACT MANAGEMENT + = Respond to Individual Customers Customers, will: Use again Use or donate more Tell others to use Try your other products & services Identify Sources of Dissatisfaction Improved Product & Service Quality Min Acceptable Performance is 90% Conduct Root Cause Analysis Feedback on Prevention

Contact Centre Role in Customer Lifetime Value Customer Journey management Proactively deal with customer issue Increase Agent Performance Customer perception and decision making Min Acceptable Performance is 90%

Drive the Customer Experience With The Voice of the customer The Voice of the Customer (VOC) is coming from everywhere—surveys, social media, unsolicited feedback, questions, complaints, and more. Customers aren't just talking to your company-they're talking about it. There is need to collect customer feedback from multiple channels and deliver it up fast and with meaning. Monitor the voice of the customer in real time Watch for trending topics Alert appropriate team members to take action Min Acceptable Performance is 90%

The Tip of the Iceberg Phenomenon 1%-5% Complain to management or HQ Most that complain (5-25%) go to front line person 75%-95% Encounter a problem but don’t complain Min Acceptable Performance is 90%

Contact centre Contribution Measuring FCR Outbound Function IVR post call survey Excellent customer service Voice Recording / Speech to text Min Acceptable Performance is 90%

Results of not engaging Customers Min Acceptable Performance is 90%

Conclusion That said, contact centres have traditionally focused more on improving internal efficiencies related to acquiring and supporting the customer than on the customer experience itself. However, customers want service, not business efficiency. They don’t necessarily care about the business—they care about themselves. And the future of the revenue stream they represent is in the hands of the customer service agents dealing with those customers. Their value to the organization, at this point, is one that can be grown or set in the right direction of growth depending upon how the contact centre performs. Min Acceptable Performance is 90%