Contact Center Cost & Performance Optimization


“Loyalty is very hard to achieve when customers encounter broken processes or missed promises, all of which force customers to call, email, chat, write letters, or stomp into the store to complain”

Celtycs and LimeBridge have pioneered and champion the philosophy of 'Best Service is No Service'. The Best Service is No Service concept is based on the notion that most customer service contacts are in reality defects. Customers don't contact a company for service unless something is broken.

There are seven principles that define Best Service is No Service, all of them are based on this fundamental idea of challenging the demand for service. In order, they are:

  1. Eliminate dumb contacts: Don’t handle contacts that are not needed. In other words, re-engineer process, product, people and/or technology to eliminate the need for your customers to contact you
  2. Create engaging self-service: Create a very high success rate in the web, mobile app or IVR self-service channels.
  3. Be Proactive: If you know something is wrong, tell your customers. If you need to send an alert, go do that before they have to contact you.
  4. Make it real easy to contact your company: Don’t hide behind websites that have no 800 numbers and channels that don’t mix together. Just make it real easy for customers to reach you.
  5. Own the actions across the company: Very few customer service support issues are caused by customer service. They are actually caused by other groups/departments in the company. So figure out how to get the ownership back to them and work with them.
  6. Listen and act: There is terrific information streaming all the time customers and service centre – so listen and act on that.
  7. Deliver great service experience: Take a different approach, in terms of metrics, training and so forth, to deliver a great experience because we are never going to get rid of the service centre, the contact centre. We just want to reform what it does

 

Talk to us to know more about how the Best Service is No Service principle can be applied in your organisation for improving customer experience by reducing demand for service and optimise cost of customer service.

 

 



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