More and more managers and decision-making units are realising that the 'age of the consumer' is more than just an empty phrase. Dutch companies are therefore increasingly communicating with a customer-oriented approach. How does your organisation measure up?
Put the customer experience first
Organisations that use customer experience to test their goals and vision stand out from the rest. To be successful, an organisation must place customer experience at the heart of every phase of the communication cycle, ensuring meaningful and efficient communication with the customer at all times. The powerful and articulate position that today's consumer holds makes a well-organised customer service increasingly important. Having relevant call templates and clearly mapping out procedures around key customer scenarios is essential. Where once customer contact was viewed as a byproduct of success, useful only for research and complaint resolution, today it is considered—with the right technology—as an indispensable driver of customer insights, branding, and conversion.
From reactive to proactive customer service
Although many companies are moving with this shift, from reactive to proactive customer service with a predictive nature, technology often lags behind. Many organisations feel shackled by outdated technologies and are seeking solutions to meet modern consumer expectations. ContactCare relieves organisations by facilitating personal customer contact. Our customer service staff manage the customer contact for multiple organisations. That’s why we have developed our own tools to provide high-quality service.
1. MyCare
With MyCare, organisations have 100% control over outsourced customer contact. The dashboard provides valuable information about customer interactions. Conversations can also be listened to, and feedback can be given directly to the customer service staff. Furthermore, invoices can be downloaded, the dashboard contains a real-time cost overview, and the notification system immediately sends important customer information. At the end of each day, organisations receive a report of all activities undertaken. This ensures costs remain manageable and allows for more efficient steering.
2. The Customer Card
Recently, ContactCare also began using the Customer Card. This integrated part of MyCare recognises an existing customer or someone who has been in contact through email or phone number. This customer's contact history is accessible to the customer service staff. Organisations can make notes for individual customers, such as 'late payer' or '10% discount on next purchase'. Our customer service staff can respond to this information and react more effectively to the person contacting them.
3. MyControl
The intelligent real-time performance tool MyControl provides a comprehensive dashboard for customer service staff, team leaders, quality monitoring, and management on the performance, results, and quality of the contact centre. There are four different levels. MyControl makes employee performance and results visible for every customer service staff member. MyControl identifies where personal and individual training tailored to the needs of the staff member and project is required. Additionally, the continuous learning environment helps with knowledge transfer by regularly assessing customer service staff. Team leaders gain insight into the performance of individual staff members and the team, enabling efficient daily management of KPIs. The Quality Monitoring (QM) department has insight into your project and can work with you to focus on knowledge and quality improvements, for example, through tailor-made training. Management has complete insight into the overall performance of the contact centre. Reports are analysed to enable proactive anticipation of (future) trends. In short, ContactCare prepares organisations for a modern, customer-focused customer service. Curious about what we can do for your organisation? Feel free to contact one of our consultants.
