Daily business pressures to reduce costs and streamline customer operations continue to mount. Contact centers have historically struggled between balancing quality and quantity and customer satisfaction with cost control. These trade-offs become more difficult to manage as the complexity and scale of your customer service environment increases.
Your goal of improving customer satisfaction and loyalty is a business imperative in an increasingly sophisticated world of demanding consumers. Customer service priorities are shifting to better support today's sales and revenue-oriented goals. At the same time, customer transactions are becoming more and more complex.
The quality and lifetime value of your customer relationships are more critical than ever. And maintaining your competitive edge requires customer service agents with the technology tools focused on effective decision-making and management of customer interactions.
Above all, you want your customers to have a positive experience during each interaction. An experience that reinforces your market message. Customer acquisition, loyalty, and retention are the crucial drivers that help open new markets, build sales and ensure profitability. You must maintain the flexibility to bring new programs or services to market quickly while operating in an environment that complies with stringent global quality standards to ensure data privacy and security. To achieve these objectives, we are your partner who can apply best-practice thought leadership to enable your business to:
- Increase customer satisfaction
- Grow revenue
- Contain costs
- Mitigate risk
Technology That Optimizes Operations
Since the late 1990s, we have been building and expanding its CRM partner ecosystem to bring the right mix of expertise from both us and selected partners to deliver the greatest results to our clients. As market and client needs have evolved, so too has the make-up of the partner ecosystem. Our CRM partner ecosystem is organized to support four key contact center functions: operations, performance management, agent support and customer self-service. Together, these partners and their technologies, tools and services provide the toolkit we leverage to build solutions for our clients to meet their exact needs.
Contact Center Operations
To support the foundational contact center operations, we rely on a collection of technologies from leading vendors in the market. Most of these technologies operate “behind the scenes” to support both contact center management and the agents in performing critical functions such as multichannel interaction routing, workforce management and quality monitoring. Other tools are used to directly support front-office customer interactions, such as real-time agent interaction assistance applications to assist agents in cross-selling and up-selling additional products and services. Our knowledge management takes this concept even further by supporting not only agents to quickly resolve issues on the first contact, but also enables customers to conveniently access information in a self-service capacity, while capturing their direct feedback on the value of that information.
Performance Management
This collection of tools and processes enables our contact centers to measure our performance related to both client service level agreements (SLAs), as well as the end customers' expectations. Our Contact Center Performance Management (CCPM) toolset collects, processes, analyzes and disseminates contact center performance information from one or multiple sites. To optimize the customer experience, we developed a proprietary tool for administering customer satisfaction surveys via email. We embrace the quality standards of another partner, COPC, to drive consistency and standardization in service delivery. COPC standards define our operations not only as a Customer Service Provider (CSP) but also as a Vendor Management Organization (VMO) to effectively manage multiple physical contact centers as one large virtual center.
Enhanced Delivery
We collaborate with several partners around the world to provide our clients with the most comprehensive delivery footprint of high-quality, cost-effective resources speaking native languages. Our partners round out our global delivery capabilities by filling in geographical, capacity and scarce skills gaps. They also enhance our delivery footprint with a variety of delivery models, spanning from work at home agents (working for our partners as either employees or contractors) to traditional brick and mortar contact center sites.
Customer Self-Service
This critical self-service capability is enhanced by a group of partners who provide us with some key technologies to complement our full turnkey managed hosted service that delivers touchtone and speech recognition IVR solutions. The suite of tools provides the underlying voice platform, automated speech recognition (ASR) capability for more than 40 languages and dialects, call routing and CTI support, and a comprehensive set of industry specific applications such as bill payment, flight status and account balance.
For more information about what HP Enterprise Services can do for you, submit a business inquiry.