Solutions –
Customer Service Solutions:
Recognizing that service is an important differentiator, many organizations are turning to technology platforms to help them improve their clients’ experience while aiming to increase efficiency and minimize costs. Even so, a 2009 study by Gartner revealed that only 39% of corporate executives believe their employees have the right tools and authority to solve client problems.
Making the most of every call and operating your call center at a reasonable cost requires a balance between efficiency and effectiveness. Yet many organizations fail to even get the basics right and are far from turning their call centers into strategic assets; they’re missing out on opportunities to foster customer relationships and drive incremental revenue.
Improving your call center may be more easily attainable — and more important — now than ever before with Doculivery. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of- the-art technology.
Are You Considering All the Pressures on Your Customer Service Strategy?
Many organizations have focused solely on cost reduction through outsourcing and basic automation while setting their customer service strategy. In the process, though, many have discovered that efforts to reduce operational expenses are alienating customers — and in the process lowering profits.
• Customer expectations of convenience, reliability, and speedy response times are on the rise — and they require responses across multiple channels. • An increasing polarization of customer service requires a differentiated service strategy – a combination of “low-touch” and “high-touch” services. • The proliferation of products, segments, channels, and geographies requires broader and more complex services to address customer needs. • Most companies face complexity in the patchwork of various systems and information sources needed to enable call center staff to address customer needs effectively. • From a business needs perspective, companies must provide differentiated service to high-value customers while delivering efficient service to customers with lower value. You want to invest in and retain your best customers and minimize your spend on customers who aren’t profitable. Identifying high-value customers — and getting this information to the right support person becomes key. • Margin pressures are still a key factor — in fact, they’ve escalated to the C-level. Increasingly recognized as a key differentiation lever, customer satisfaction has become a major CEO concern. And while top executives expect continuous productivity gains and demand revenue generation, customers still expect free and highly personalized service. |
New Approaches to Call Center Challenges
With all these pressures, the best-run businesses have started to shift their focus to balancing efficiency with customer experience. NatPay has successfully partnered with their clients to:
• Consolidate service and customer interaction platforms, simplifying management and reducing the cost of these systems. • Implement front-line decision support systems to improve effectiveness, provide differentiated service levels, and better first call resolution. • Invest in integrating interaction channels, connecting customer service to marketing, sales, and product development, and tying front-line interaction to critical back-office transactions. This means that customers — whether they are buying new products, asking for support on existing ones, or just providing feedback — can get their issues resolved, even if various parts of the company are involved. • Respond to a polarization of service needs by providing differentiated service offerings and channels to high-end and low-end customers. New operational models, such as distributed contact centers, home agents, and self-service options have proven beneficial here. |
NatPay has partnered with a major insurance company that has streamlined operations considerably by using Doculivery to reduce customer call times and increase first call resolution for over 11 million members nationwide. Doculivery reduces operations and call times for over 1,500 support representatives. Automating document production is just one aspect of the Doculivery online document management system that streamlines CIS platforms and reduces G&A costs without sacrificing service levels.
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