Here is an example of how enhancing the Customer Experience in the Contact Centre can improve business performance.
One of the UKs largest Logistics companies had a challenge; only 68% of their deliveries were right the first time, and the number of failed attempts was costing them 10 times the original amount.
A lot of the time, the fact that the delivery was wrong was down to the company not listening to their customers. In some cases, sofas were being delivered when the customer had specifically said that they didn’t need or want it until a certain date.
Another challenge was that their Contact Centre was receiving 28,000 calls per week for a total of 30,000 deliveries, with a lot of the calls coming from customers wanting to check up on things, or make a complaint.
It may not surprise you that there were no customer measures in place whatsoever, so something needed to be done in order to improve the Customer Experience.
The company added in a number of touch points so that they could speak to their customers to double check their delivery date and time and remind them an hour or so before the delivery was due to be made.
Within minutes of the delivery, the company then followed up with an NPS survey, which immediately highlighted feedback to the business - good and bad.
What was the result? Well, in total there was £7 million worth of cost reductions across the whole customer journey, just by investing more money into the Contact Centre Customer Experience.
Customer Satisfaction increased to 98%, while Employee Engagement was also massively improved, as Contact Centre agents no longer had to always deal with unsatisfied customers.
The message here is that sometimes companies need to invest more into their Contact Centre in order to reduce Customer Effort and seriously improve Customer Satisfaction. By taking the necessary steps to improve your Customer Experience, it not only allows you to make cost savings and increase revenue, but also massively improves your Employee Satisfaction.
Take a look at our on-demand Webinar to find out how to improve your Contact Centre Customer Experience:
