Customer service per se is expensive. If you don’t provide it or only provide it to a limited extent, you will be shipwrecked because customers will turn away. It is equally negligent to exaggerate customer service and drive quality towards 100%. The latter would mean a considerable increase in personnel, which would be too expensive.

• Offer self-service, but please do so in a clever and customer-friendly manner so that customer satisfaction does not drop.
• Offer personal service and therefore quality advice, but not equally for every prospective customer or customer. Here you should work with “customer value”, i.e. specifically award certain service levels to certain callers or email writers.
• Avoid double processing, i.e. you must know your customer’s communication history in order to route to the most suitable employee and not possibly carry out work steps twice, e.g. writing a reply email without knowing how and what was last communicated.
• Ultimately, it’s about the optimal utilization of all resources available in the SC, and these are primarily the employees. If it is possible to make good use of employees and to optimally control customer processes (example: CTI integration in the backend application), then the costs in the service center are measurable and manageable. Productivity can be increased up to 40%.

JTEL offers the adjustment screws for the balancing act mentioned above. Customer service management can monitor, forecast, intervene and control like a pilot in the cockpit.

Example:

A company receives 300 calls per day. The full hourly cost per SC employee is €38. Through the use of simple self-service functions, simple CTI mechanisms (screen pop-up of the ERP system) and through optimized employee utilization, annual savings of €220,000 p.a. are achieved. The ROI for innovating the service center solution is less than 6 months.

Further savings potential lies in optional omnichannel management and the connection to personnel deployment planning software.

You too can increase your customer satisfaction, your employee satisfaction and optimize your service processes with simple means from jtel. Also ask about our NPS options!

Call us or write to us for detailed information.