The Customer Loyalty Race Is On
You're business is in a race to maintain competitiveness and quality has become the number one concern. You must focus on reducing operational costs and increasing customer satisfaction and retention – while complying with company policies and regulatory mandates. Customer loyalty is under constant strain as global competition intensifies. And your customers are more demanding than ever. They expect to do business with you using any channel. At any time, from anywhere.
Our High-Value Business Services
We can bring our complex integration expertise and recognized high-quality delivery to assist you in managing your end-to-end, high-value customer sales and service contact center interactions. These types of interactions are crucial to your business to improve the customer experience while improving market share, customer wallet share and loyalty throughout the entire customer life – from marketing through sales to service.
Improve Service, Increase Sales, Reduce Costs and Reduce Risk
- We can improve customer satisfaction by increasing first-call resolution up to 20% through better call routing and reduce customer churn by 10% to 25% by properly identifying and messaging prospects/customers at the right time.
- Maximize growth potential by improving the ability to target, reach and serve customers through increasing conversion rates by 15% to 30% and improving lifetime value of customers by nearly 5%.
- Reduce operational costs and capital outlays by decreasing labor costs by 10% to 40%, lowering the cost per contact by 10% to 30%, decreasing sales and administrative costs per customer by 10% to 40%, and redeploying up to 10% to 20% of agent staff based on increased operational efficiencies and agent utilization.
- Increase data security and improve risk management by reducing data quality incidents by 5% to 10% (errors, duplicates, fraud), meeting over 99% of all project deadlines for all tasks associated with new product and service introductions, and improving end user data security through documented procedures to prevent unauthorized access to data systems and files.
Why Us?
We have more than 30 years experience and 27,000 professionals who deliver contact center services on behalf of more than 450 clients from 144 locations in 30 countries supporting 48 languages. We provide extensive industry specific experience in customer-facing processes in eight major industries and including 32 industry segments.
Our global contact centers are supported by our Best Shore delivery strategy that provides a full range of high-quality, cost-competitive services from targeted offshore, nearshore and onshore locations. Our proven enterprisewide account start-up methodology drives efficient contact center transition and transformation.
We demonstrate our commitment to quality, productivity and security by globally implementing and deploying market recognized best practices, regulations and standards, such as:
- Customer Operations Performance Center (COPC)
- Lean Six Sigma (LSS)
- ISO 9001:2000 standard for quality management
- Payment Card Industry Data Security Standard (PCI DSS)
- Health Insurance Portability and Accountability Act (HIPAA)
For more information about what HP Enterprise Services can do for you, submit a business inquiry.