Last week, BPeSA hosted Customer Service Engineering (CSE, formally PAYG-IT) for two workshops, titled: 'Business intelligence in the contact centre'.
The essence of the workshops can be summed up with some fast facts that came out of a Bain survey in the United States, called: 'Closing the Delivery Gap'. Bain found that 80% of companies believed they delivered a 'superior experience' to their customers. However, only 8% of customers agreed with that assessment.
Furthermore, only 30% organise the functions of their company to deliver superior customer experiences, and only 30% maintain effective customer feedback loops.
Taryn Fivaz from Nashua Mobile presented her case study on how they used business intelligence to improve the performance of their contact centre. They were able to eliminate overtime, phase out an outsourcing contract for overflow, increase efficiency by 28%, increase occupancy by 13%, while reducing headcount by 10%. Nashua's abandonment rate is down to just 2%. The complete Nashua case study from FinWeek Magazine is attached.
CSE provides potential customers a free evolution of contact centre performance. You can reach Paddy Coleman at 011 444-4333 or Patrick.coleman@paygcse.co.za.
Fast facts
Customer Service Engineering (CSE)
Founded: 2003 as Payg IT
Locations: Sandton, South Africa, Sydney, Australia
Web site: www.paygcse.co.za
Share