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

2. 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%

3. 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%

4. 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%

5. 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

6. 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%

7. 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%

8. 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%

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

10. Results of not engaging Customers
Min Acceptable Performance is 90%

11. 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%