Care Services

Care Services from TeleTech

By: TeleTech  11-Aug-2016
Keywords: Customer Support, Crm Software, Crm Solutions

It can cost five times more to acquire a new customer than to retain an existing one.* So why is so much of the budget spent on sales and marketing rather than on customer service and care? Until recently, companies viewed service as a cost of doing business instead of a way to drive loyalty and retention. They missed the irony that they were spending millions trying to hook a potential buyer on the line, while down the hall they were incenting their care associates to get off the phone with that same customer as quickly as possible. We’re helping our clients reverse the trend with an integrated platform of people, process and technology that leverages 30 years of best practices to build customer value instead of destroying it. *Source: Bain Study Our holistic approach to customer experience excellence combines exceptional quality with speed to performance: - Analytic based sourcing, section hiring: Predicting performance before candidates are hired - Training and nesting. Live simulation. Course design that is customized to achieve the client’s key CEX KPIs - Continual associate development - Voice-of-customer to identify improvement opportunities to drive satisfaction - Real-time management and reporting - Learn Six Sigma Process improvement and Design with dedicated Black Belts to implement changes that improve customer experience metrics - Operational Assessment Services to evaluate overall governance and health of your contact center ecosystem - Culture of continuous coaching and learning backed by proprietary technology platforms that drive performance - Forecasting and Scheduling optimization services to design for capacity

Keywords: Contact Centre Analytics, Contact Management Software, Crm Software, Crm Solutions, Customer Care, Customer Care & Technical Support, Customer Relationship Management Software, Customer Support, Relationship Management Software, Talent Optimization,

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