Customer Experience
Ensuring you maintain customer satisfaction and loyalty is vital. The more customers you have, the harder that task becomes - particularly with budgets and resources under pressure.
Cable&Wireless Worldwide can help you manage your customer relations more effectively, getting more from your people, processes and software. We can optimise your resources and transactions, help you recognise customers and respond appropriately to them however they communicate with you. Plus, we can help you create the right framework to cope with peaks in demand.
OPTIMISE YOUR RESOURCES
Acquisitions and an evolving business often result in disparate contact centre operations. Cable&Wireless Worldwide can rationalise your contact centres into one single managed entity, reducing the cost of ownership and giving you more flexibility to match customer demand with agent availability.
This is exactly what we achieved for a major utility company, which has a contact centre estate covering 10,500 agents in 14 global locations. The centralised, managed hosted IP Contact Centre solution we created for them reduced call delivery time to the agent by 66%, compared to their old mixed vendor legacy estate. Customer satisfaction and revenue have increased; in the first month of operation, the company's Debt Management team achieved a 300% improvement in recorded revenue.
Our IP Contact Centres let you progress from voice-only to multi-channel, handling inbound and outbound voice calls, emails, web interactions such as text chat and page sharing, and automated transactions using speech recognition applications. They can also integrate with your existing customer databases, CRM system, workforce management and voice recording applications, making them available to all your agents.
OPTIMISE TRANSACTIONS
Today's customers are familiar with automated, self-service voice applications, such as Interactive Voice Response (IVR). The recorded voices now sound more natural, and the self-service aspect reduces agent involvement and speeds up transactions - a benefit for the caller and a cost saving for your organisation. Incorporating Automatic Speech Recognition (ASR) also increases call handling.
Our Network IVR voice interaction solution helped thetrainline.com reduce its operating costs by 10% – saving around a million pounds. Using ASR technology as part of the service, the contact centre answered 12% more calls.
INTEGRATE YOUR CONTACT CHANNELS
Organisations who have adopted contact integration with our Storm® multimedia interactive communications platform have reported significant improvements in customer satisfaction.
Storm® is fully compatible with voice SMS, MMS, email, IVR and Automatic Speech Recognition (ASR), so you can recognise and respond to customers however they contact you. It recently proved its worth to a UK government agency, when Cable&Wireless Worldwide provided them with an alert service to deal with the 2009 swine flu pandemic. Set up within six hours, they were able to handle high volumes of public enquiries over several communications channels.
IMPROVE OPERATIONAL EFFICIENCY
Adding services to a communications framework managed by Cable&Wireless Worldwide lets you use those services more efficiently and flexibly. It becomes easier to match your resources to peaks in demand, as one water utility company has discovered. We integrated their contact centre and back office telephony, and created a flexible licence package for their agents, allowing them to bring in back office staff to handle calls at peak periods - typically just after the annual water bills are sent out.
