Inbound service centresTop performance indicators for availability
Fluctuating call volumes present inbound service centres with challenges in terms of cost-effectiveness and service quality. Service centres can either guarantee a high level of availability with correspondingly high costs, or they can save on costs and suffer from poor availability at peak call times. Neither option leads to the desired outcome. Today, innovative software solutions allow service centres to ensure a high level of service quality without queues while at the same time reducing costs. ServiceOcean software lets users achieve top performance indicators and significant savings.
“Leadership also means solving urgent problems.
And an alternative to long wait times is a great solution!”
Heike Bruch – University of St.Gallen (HSG)
Callers react negatively to queues. After all, the wait time feels twice as long as it really is. Customer experiences with service centres have a decisive impact on the overall customer relationship and future turnover.
Customer service employees end up talking to stressed callers. These employees can accurately sense the caller’s mood, and are on the receiving end of the caller’s frustration with the long wait time. Furthermore, studies have shown that customer service employees experience high levels of stress.
Management is concerned with achieving the optimal balance between quality and costs. Queues negatively impact service quality and availability. But high capacity utilisation and cost efficiency requires queues for callers. Service centres need new solutions.
Callers can choose to schedule a call-back directly in the queue, avoiding frustratingly long wait times. They receive an automatic confirmation and a reminder shortly before they are called back. Callers are impressed by timely call-backs from prepared employees.
Employees immediately notice the improvement in their conversations with happy customers. Finally, employees can now actively guide the customer through conversations and quickly address the customer’s concerns. Customer service teams are extremely happy about having more pleasant conversations with satisfied customers.
Management benefits from up to 30 per cent more availability without additional employees. Moreover, this solution reduces the number of repeat callers and cuts the average conversation time by around 12 per cent. Senior management is impressed by better KPIs.
Use caseAdded value of the INBOUND solution
Inbound service centres
Service centres and what have up to now been critical customer experiences are becoming an area of greater focus. Inexpensive availability without queueing is a hot topic.
Thanks to its in-house research projects, ServiceOcean recognized this trend early on and has offered innovative software solutions for a new level of availability in customer service and sales since 2013.
Callers can schedule call-backs directly in the queue based on the call centre’s capacity. Call-backs are carried out automatically by the software and are timed to the minute. The result: management profits from significantly improved KPIs and up to 30 per cent greater availability without additional employees.
External service providers
In the customer service industry, external service providers have their own separate business model that differs greatly from that of internal customer service departments. ServiceOcean has a great deal of experience working together with external service providers and is able to precisely address their unique needs.
The software offers the necessary flexibility and multi-client capability. Teams make calls for multiple clients, resulting in unique requirements in terms of availability, routing, and utilisation of capacities.
ServiceOcean works together with external service providers to define objectives, which are then implemented by our project management team. The result: significant savings and reliable service levels.
Inbound service centres determine a company’s customer satisfaction and ability to maintain long-term relationships. The perceived level of service quality is compared with the customer’s expectations, resulting in satisfaction, loyalty, and repeat purchases.
For this reason, surveys are extremely common to the customer service industry. However, customer surveys that are carried out personally on the phone by an employee can be costly and may lead to biased results.
ServiceOcean offers internal departments and external service providers with flexible software solutions for fully automated customer surveys directly after phone calls. The result: cost-effective, reliable customer surveys.