The
client experience is king, and so offering the best customer care
is critical.
The
way to retain existing customers, and to win new customers, is
to deliver an excellent customer experience that differentiates
the service your business provides from that of your competitors.
TCD analyse and report on the current service you offer your customers
when they contact your organisation. Our aim is to have the ability
to answer and resolve calls at first point of contact, and establish
best practise in handling calls.
 Benefits
of an Inbound Call Review
1. Increase your customers’ satisfaction.
2. Offer more choice.
3. Improve your agent’s satisfaction by automating simple
predictable customer calls.
4. Reduce costs, by identifying the best service channels.
5. Reduce repeat callers by setting up self-service options.
6. Improve your customer service by shorter queue times on
the phone.
7. Allow your agents to spend more time on the complex calls. |
TCD
will identify the purpose of inbound calls and provide a snapshot
of where your organisation is, technologically and operationally
– a review will typically involve:
· Inbound call statistics
· Network IVR and phone system call flow set up and automated
messages
· Agent productivity on the phone
· Website statistics
From
this spread of information we produce a detailed report - identifying
short, medium, and long-term improvements, and explain how these
can be achieved and managed. TCD believe target improvements should
be meaningful and relevant to your managers, staff, and customers.
For
more information about inbound call reviews call us now on 0845
013 0300 |
Q.
I want to serve my clients more effectively; is there a
way that TCD can help me to improve my customer care?
A. Yes: TCD will review your existing telecom
set up and make recommendations, so when your clients contact
you, they will get the information they need first time.
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