Sometimes, no matter how high you set the bar for your Contact Centre, it’s inevitable that some things will get in the way - mounting costs, resource pressure, trying to figure out what your customers are thinking. But you don’t need to be Mystic Meg in order to provide first-class Customer Service. Using Top Tips and stats from the latest Contact Centre reports, this Infographic will show you how even some of the toughest problems can be solved just by thinking outside of the box...

1. ON DEMAND WEBINAR:
CUSTOMER EXPERIENCE IN THE CONTACT CENTRE
Taking your customers off hold and putting their words into action
Watch our on-demand Webinar to hear expert speakers,
Nicola Collister (Business Transformation Specialist, Custerian),
Bob Winnington (Customer Service Consultant, Park House
Associates) and Yiannis Maos (Digital Marketing Manager,
Rant & Rave) discuss the best strategies for improving your
Customer Experience and Employee Engagement.
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2) Department for Work and Pensions (2012). Equality impact
assessment for SMS Text Messaging across DWP
1) Contact Babel. (2014). UK Contact Centres in 2015: The State of
the Industry & Technology Penetration
4) Dimension Data. (2014). 2013/14 Global Contact Centre
Benchmarking Summary Report
3) Contact Babel. (2014). UK Contact Centres in 2015: The State of
the Industry & Technology Penetration
6) Gartner, (2006). Implement Customer Satisfaction Management
Processes to Improve Revenue
5) Contact Babel. (2014). UK Contact Centres in 2015: The State of
the Industry & Technology Penetration
8) Dimension Data. (2014). 2013/14 Global Contact Centre
Benchmarking Summary Report
7) Contact Babel (2014) The UK Contact Centre Decision-makers'
Guide
9) Dimension Data. (2014). 2013/14 Global Contact Centre
Benchmarking Summary Report
10) Harvard Business Review, Reichheld, Frederick F. and Sasser,
W. Earl, Jr. (1990). Zero Defections: Quality Comes to Services
IF I COULD TURN BACK TIME... IF I COULD FIND A WAY...
Whether you’re handling inbound enquiries or calling
individual customers to update them on their order or
application, time is money, and low value calls can be
prevented. By taking a proactive approach, your agents
can spend more of their time dealing with high-value
calls.
Sometimes, no matter how high you set the bar for your Contact Centre, it’s inevitable that some
things will get in the way - mounting costs, resource pressure, trying to figure out what your customers
are thinking. But you don’t need to be Mystic Meg in order to provide first-class Customer Service.
Using Top Tips and stats from the latest Contact Centre reports, this Infographic will show you how
even some of the toughest problems can be solved just by thinking outside of the box...
IT’S NOT ALL ABOUT THE MONEY, MONEY, MONEY...
As more people rely on their mobile phones rather
than their landline, the cost of outbound calling is
going up.
TURNED ON OR SWITCHED OFF?
Preferences are changing. Phone calls are now the last
choice of channel when it comes to preferred methods
of communication.
CAN’T GET NO SATISFACTION...
9% is a big number when you take into consideration
how your agents could be spending their time - dealing
with high-value calls and taking care of problems is far
more efficient.
“SORRY, WHEN WAS THAT?”
Whilst many Contact Centre’s have realised the
importance of Customer Feedback, they still haven’t
considered the timing of their surveys.
“IT’S ALL YOUR FAULT!”
Even when customers are screaming down the phone
to your agents, 80% of issues aren’t anything to do
with the Contact Centre. Maybe it’s your website to
blame, or your Tech Team haven’t fixed a problem
properly. But does your current Voice of the Customer
programme reflect this?
POWER TO THE PEOPLE!
Your agents are the face and voice of your brand.
If you want them to deliver first-class Customer Service,
you need to deliver first-class Employee Engagement
too. Ask employees for their feedback and ACT on this
to keep them engaged, happy and loyal.
LIGHTS, CAMERA, ACTION...
Your Contact Centre is your greatest source of
customer insight, but unfortunately, a lot of this isn’t
passed on to the relevant people needed to actually
do something about it.
START PREDICTING THE FUTURE
Often, hidden amongst Customer Feedback are trends
and themes that you can use to predict customer
behaviour and prevent them from leaving you. We call
these trends Diamonds & Icebergs.
CONTACT CENTRE STRUGGLES AND HOW TO OVERCOME THEM
30% of inbound calls to a
Contact Centre are WISMO*
1
37% of outbound calls are
made for the very same reason!
1
94% of customers WANT
timely, relevant SMS!
2
On average, it costs 3 times more
to call a mobile than a landline
3
Generation Y says goodbye
to the traditional phone
(and Generation X aren’t far behind!)
4
9%of outbound
calls are made
to carry out
Customer
Satisfaction
Surveys5
Feedback collected
immediately after
an event is 40%
more accurate than
feedback collected
24 hours later
6
80%of complaints
are to do with
failures outside
the Contact
Centre7
Voice of the Customer?
Intelligence isn’t passed on by...
9
The #1 Trend for 2014 Contact
Centre’s is to meet customer needs
Just a 5% decrease in defection
could lead to a 50% increase
in profit!
10
Use text messages, emails, or recorded
voice messages to relieve pressure on
your resources!
Give customers the information they
need, before they have to ask for it.
Your Contact Centre doesn’t have to be a
one trick pony. Take a multi-channel
approach and talk to your customers in
the way that suits them best!
Use a Voice of the Customer solution like
Rant & Rave’s Fast Feedback to do the
hard work for you and capture your
customers’ thoughts in real-time,
immediately after the call.
Ask your customers for feedback at the
Moment of Truth, immediately after a call
or interaction, and you’ll get far better
insight.
Ensure insight collected is passed to
the area of the business that can take
action to prevent similar customer
dissatisfaction from occurring.
Keep your frontline agents engaged at
work by sharing positive feedback and
encouraging inter-team competitions for
the best comments.
Turn your customers’ words into action by
making sure their comments are used to
improve your business.
By identifying what your customers are
talking about most, you can resolve issues
before they become common problems
and capitalise on future opportunities!
31.9%
Smartphone
36.4%
Social Media
29.4%
Phone
42.3%
SMS/Email
88.6% of Contact Centre
execs believe their strategy
is addressing this, but...
8
Only 58.7% believe employee
satisfaction is being considered!
8
71%
of in-house
operations
53.2%
of outsourcers
*‘where is my order?!’