There’s a massive opportunity for contact centres to build brands, provide consumer insight and drive consumer loyalty.
Market Harborough, Leicestershire (PRWEB UK) 7 August 2014
Rambutan, an innovative consultancy who guarantee business improvements, has released a white paper titled 'What does the future hold for contact centres?'
The paper explores changing customer expectations and challenges organisations to view contact centres as an avenue for building brands and driving consumer loyalty rather than simply as a drain on resources.
"...contact centres need to accept that there’ll always be a cost pressure attached to stunning customer service, due to its highly labour-intensive model. Unlike the industrial revolution and Kaisen-inspired lean manufacturing revolution, automation isn’t the answer. Customers don’t want this so businesses need to move past it. There’s a massive opportunity for contact centres to build brands, provide consumer insight and drive consumer loyalty, but it takes a very enlightened and brave approach not to see a contact centre solely as a cost centre."
The paper then goes on to look at what stunning customer service looks like from the customer's perspective and what contact centres need to do in order to achieve it including ripping up scripts, listening to front line staff and holding people to account at every level.
"A key component for making contact centres stunning is getting the management right. Without strong leadership at the heart of a business, delivering successful company growth will be a struggle."
To download the free white paper, click here.
Rambutan’s a management consultancy on a mission; a mission to help create engaging work experiences where people, teams and whole organisations can fulfil their potential. They have gained vast cross-industry experience, working in a variety of different contact centres, from a 12 seat contact centre in the travel industry, to a 15,000 seat telecoms giant. This has helped the Rambutan bunch to gain huge insight into what goes on in these environments. Recent projects have included helping Phones 4u improve their position in the Top 50 Call Centres chart and Virgin Media improve their Net Promoter Scores.