Vertex is a leading BPO and Customer Management Outsourcer. It operates across a wide range of market sectors and geographies delivering exceptional customer experiences and winning outcomes for clients.

1. Customer
experience
Hearing your
customers’ voices
Key facts
• Utility company – customer satisfaction scores on agent handled calls
increased from 76% in 2006 to 85% in 2008; quality programme
changes yielded a 10% increase in first call resolution.
• Energy company – 5% take up of the service; over 151,000 customers
now have online access to billing; customer satisfaction 81%.
• City council – customer satisfaction is now 90% and unit cost
reductions have been achieved in a number of areas, including parking
and licensing. MORI poll showed a 23% increase in satisfaction.
Customer
satisfaction scores Your success relies on
increased from
your customers, which is
76% to Customer
why we use our expertise,
experience and proven
85% satisfaction at
90%
methods to improve your
organisations’ effectiveness.
Mori poll showed
Whatever the economic climate,
we manage the ongoing design
23% and measurement of your customers’
experience, making your relationships
To find out more about how we increase successful and long-term.
can help your organisation, call in satisfaction
us on 0845 051 8400 or visit
www.vertexgroup.com
prop/0085/ds/01/oct09/je www.vertexgroup.com

2. We help you turn your customer interactions into insight, addressing three key
areas in customer experience management – resolving customer contacts to
create real value, analysing transactions that don’t add value and continually The Vertex customer experience model
improving the effectiveness and efficiency of the service provision.
Our approach helps create a solution that’s right for your organisation and
right for your customers. CONNECT WELCOME EMBRACE
“I want you to be “If you want to keep
VISION
“I want to
e cient, know my business, I want
When your customers’ voices are heard, their expectations are exceeded and they access services
what you’re you to understand my
anytime,
feel valued, you are in a winning position. It’s a challenge faced by all organisations, anywhere,
talking about, needs, be proactive,
and treat me and exceed my
anyhow”
but one we can help overcome through innovation based on rock-solid operational with respect” expectations”
performance and deep sector know-how.
CHANNELS • Primary servicing Our customer experience model is
(front/back o ce) based on voice of the customer to
• IVR self-serve help you better understand:
• Sales
• Agent – phone
(cross-sell, upsell, outbound) • Why customers are contacting
DELIVERING CAPABILITIES
• Agent – web chat you in the rst place
• Special servicing &
We’re on • Web forms debt collection
• Channel preferences
your side • Email • Complaint management
• Product & service expectations
• Agent performance
of the • Digital mailroom
• End-to-end process performance
• Mobile devices
table • What your customers don’t like
ROUTING (verbatim comments/complaints)
With this insight, we can help you to
Customers • Skills-based routing
deliver a truly customer-focused brand
• Customer-based routing
want their • Smart-shore routing
proposition that di erentiates you from
the competition.
voices
heard • MultI-channel • Agent quality • Enterprise Feedback Management
integration strategy assurance (EFM)
• Capability-based • Customer-focused • ‘INSIGHT’ customer surveys
STRATEGIC CAPABILITIES
agent skill sets process involvement (via any channel)
(Lean Six Sigma)
• Value-based customer • Social networking
segmentation • ‘EINSTEIN’ knowledge
• Customer lifetime management
• Channel-routing- management
service integration • Treating Customers Fairly
• NICE analytics contact (TCF)
analysis & contact • Vertex standard
We share avoidance operating model
• INSIGHT contact analysis
the risk & contact avoidance
• Customer management
advisory services
We facilitate
step-change
performance How we do it
Through listening to customers and employees at the right We’re also on your side of the table, sharing the risk as well
time and providing results in real time, we identify the actions as the reward. Our focus is on delivering – born out of our
A better customer needed to facilitate performance improvements which will experience of serving clients across multiple integrated
experience and a lead to improved customer experience. To create an even
deeper knowledge of your organisation and customer base,
channels; mail, voice and electronic. That’s what makes us
different. We take the hard work out of running your
reduced cost to you we measure and analyse customer satisfaction, resolution and organisation – and we do it with industry benchmarking,
value at each contact point to uncover valuable opportunities operational focus on your brand and customer experience,
The Vertex customer experience model helps your organisation and ultimately drive productivity – from customer acquisition as well as leading edge software solutions and creativity
become more efficient, reduce cost and provide greater customer right through to retention. to generate powerful insights and actionable ideas.
satisfaction. Our model helps gain a real insight to your customers’ We develop strategies to help lower your operating costs. Our model spans the customer lifecycle from initial
perspective, how they view your organisation and how they interact For example, best practice tools are used to filter calls, offering contact, to interacting with and developing a relationship
with your people. As a result we can establish a direct link between higher numbers of ‘first call resolution’ rates, appropriate with you, putting the customer experience at the centre
customer experience and quality measures. self-service options and process improvement opportunities. of our partnership.
www.vertexgroup.com