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Redefining Customer Experience Turn your Contact Centre into a Profit Centre Gone are the days when poor service was overlooked because the price was discounted. You can no longer compete solely on price. You must keep pace with the shifting “value” and buying experience that consumers seek. Becoming customer focused and exceeding their expectations has become critical in today's competitive retail industry, regardless of other value propositions. Good customer service has become the lifeblood for competitive retailing. So your focus should be on getting the basics right. Superior service leads to satisfied customers; satisfied customers lead to referrals and referrals are the most effective way to build a profitable customer base. The level and quality of customer support has become the top-ranked factor for driving repeat purchases. Challenges & Opportunities Challenges Demanding customers - Customers expect consistent experience Opportunities offline/ online and across all support channels Outsourcing customer facing activities is a viable With decrease in margins and increase in opportunities for option for retailers to reduce cost of operation, differentiation, good customer service alone can create the improve process efficiency to keep up with competitive advantage competition and increase customer satisfaction Inconsistent or negative service experiences damage the brand, Customer contact centers are evolving from being develop a negative word of mouth campaign among shoppers and mere ser vice centers for customer-based quickly send people to the competitors transactions to key players that motivate and retain Shifting trend, customer service should be high on the agenda for customers, build loyalty and generate revenue retailers to acquire and retain a profitable customer base HCL Solutions HCL with its expertise in providing CRM services to global retailers can help your organization maximize the impact of both back-end and front-end CRM services by integrating these operations to have a seamless information flow. HCL Technologies Limited - BPO Services HCL Advantage Cross-functional CRM expertise Business Benefits 70+ customer service processes delivery experience Well-defined low cost channel migration strategy (phone to Multi-lingual support for global customer base chat, email) Partnerships with leading technology companies – JDA, Achieve higher first call resolution through robust knowledge Microsoft, Oracle, SAP management tools Integrated Services – CRM consulting, implementation and Proven point of service evaluation techniques for measuring support services end customer satisfaction Robust and dynamic in-house developed knowledge Decision support services to increase level of understanding management system and tracking customer profitability and customer behavior Consulting-led service delivery Business metrics driven approach Client Background: US based Leading Department Stores Case Study The client is one of the nation's premier retailers with fiscal 2006 sales of USD 27 billion. It operates more than 850 department stores in 45 states. Every year, the company receives more than 50 million calls from its customers for credit customer service. HCL Solution Drivers for Outsourcing Private Label Credit Card (PLCC) credit customer Improve customer satisfaction scores by 500 basis points service operational expenses and deliver measurable quality Trim PLCC collections improvements Billing adjustments Rapid scale-up during the holiday season Dispute resolution Managing customer loyalty in an increasingly competitive Email credit customer service industry Reduce customer management costs eCommerce support Customer profile edits Benefits Annual cost savings in excess of USD 5 million across all processes 6 million credit customer service calls and over 5 million collection calls handled at HCL in 2007 Consistently deliver quality metrics of above 98% as against client's target of 96% to drive up customer satisfaction scores Achieved ramp-up performance metric targets during the holiday season with 40% extra resources Consistently outperforming service level agreements to reduce cost per call by over 50% Mean time to resolve customer billing disputes reduced by 25% About HCL Give your company the HCL Technologies, with $ 4.8 bn revenue and 55,000 professionals operating in 18 countries, is one of India's advantage of leading global IT services companies providing software-led IT solutions, remote infrastructure management HCL's CRM solutions. To schedule a meeting or to set up a and BPO services. HCL's BPO division provides customers with world class offshoring, business process pilot, call our migration, project management and technology strengths. HCL provides solutions across select verticals CRM Experts at 1. 940.367.5824 like Retail & Consumer, Banking & Financial Services, Insurance, Hi-Tech & Manufacturing, Telecom, and or email to: Media & Entertainment (M&E). HCL BPO ranks 3rd globally for Highest Client Satisfaction as per Black Book firstname.lastname@example.org of Outsourcing, 2007. www.hcl.in
"Redefining Customer Experience"