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mplSystems' Winter Newsletter #2 out now 9th February 2010 Customer case studies, new products, partner news and more >> Studio Moderna Contract Win 9th December 2009 Significant contract win for a strategic 5 year solution with Studio Moderna's European operations. More >> Announcing iPhoenix 20th September 2009 mplSystems announces collaboration with Anodas Software (Zylog) at Call Centre Expo 2009. More >> iMobile - the intelligent way to stay connected 20th April 2009 mplSystems provides mobile data solution as an integrated part of its intelligentContact™ portfolio . More >> Innovative Thinking at Performance in People 18th March 2009 mplSystems provides integrated solution to support mystery shopping. More >>
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Global multimedia contact centres that don't cost the Earth
To match the sea change in contact centre technology there is increasing demand from customers. This change in customer expectations has happened quickly, to such an extent that many companies simply cannot keep pace. Instead of optimising the contact their customers wanted, many companies just tried to slash costs by moving customer contact services off-shore. Whilst this sort of move can take advantage of globalisation and cheap labour costs, they are actually very expensive in technology terms requiring heavy investment in ICT services. But more worryingly, they often don't deliver the customer experience that customers demand. If you consider customer retention and satisfaction, pound for pound many organisations' decisions to move off-shore have been proven to be the wrong decision. And the trend is only set to get worse as off-shore labour costs begin to increase. intelligentContact Engineering aims to determine logically the best investment model for improving customer satisfaction by considering all the factors important to our client's business. Not only does this save money but there is a direct link to consumed energy and therefore a potential reduction in the carbon footprint needed to satisfy customers. At mplSystems, we scope your requirements using a model of the customer experience you want to create. We design a series of steps that move the customer easily through the business transactions you need to facilitate. In the long term, getting the customer experience right first time will save costs; whilst many companies believe that the contact centre is just a cost of failure for the company we will ensure that yours is not, rather an enjoyable experience for the customer which will benefit and not hinder the business. Once the customer experience has been modelled, lean processes come into play. How can you deliver the experience for minimum costs and energy? Perhaps the customer actually wants an easy, comfortable ride with maximum convenience. Key to this phase is ensuring the business processes in the back office are in step. There is no point in building a contact strategy that does not link with these processes; in the worst case scenario, your customer advisors will be fighting a loosing battle trying to keep up appearances when your ship is sinking. In many contact centres there is a massive cost of failure put on them by the business. If you are struggling with this phenomenon then look at extending your contact centre applications to support the back office. After all, transforming back office systems to customer centric applications can only improve the customer experience and save costs. If you’re not getting very high first contact resolution, try to link the contact centre with those people who actually do the work. The aim of this step is to reduce the end to end timeframe of every customer transaction. When implementing the solution we like to listen hard, think clearly and resolve quickly. This is why we focus on three As of good contact centre design:
Access We think about the resources your company needs to work with customers and bring them into the contact strategy. Now that all employees, regardless of their location or communications facilities, can become part of an extended virtual contact centre there is much more opportunity to bring them into the front line. Just imagine if every customer got through to the most appropriate person first time and your first contact resolution ratio could be increased by 20%. intelligentContact Engineering is about making this happen with low investments in short time frames. Accuracy At mplSystems we also focus on the user's PC desktop; our intelligent advisor portal system allows you to collect all customer information required for specific transactions and present it to the advisor in a logical way. This ensures an accurate and quick interaction with the customer and is ultimately flexible to make continuous improvement easy. Application Today’s contact centres generate a vast amount of information about your customers and products. They often include call recordings, email history and million of rows of customer data. What does this tell you about the future fortunes of your business? Can you see the wood from the trees? The application stage is about ensuring this data is put to good use, for the benefit of the customer and, over the long term, for trend analysis. Keeping the three As simple and to the point will reduce the costs of customer interaction and, if designed well, improve the customer experience at the same time. Queues Finally, think about customers queuing or waiting for service. Most call centres believe this is a statistical fact of contact events which have a random aspect to the way they turn up. Of course there are queue busting technologies that require you to ‘take a ticket’ and then be called back when your turn comes. This is only a partial solution because you still have to wait and it assumes the customer will be available when you call back; for many businesses, they may have already gone to the competition. Imagine a world with no queues; at mplSystems we have two new ways to move your business towards a zero queue environment - 'People on Demand' and automated outbound services. The future is about intricate and free communication with your customers without queues, barriers or misunderstandings. Start building low energy, low cost intelligentContact solutions today with mplSystems.
Press contact: Amanda Byart |
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Over the past 10 years, there have been dramatic changes in the contact centre market. Where there used to be multi-million pound projects, taking many years to complete, are now projects delivered in hours using hosted services. There is no doubt that the cost of technology is reducing – but can your business realise these savings in an intelligent way that also improves the customer experience?
