It seems like gauging contact centre effectiveness should be pretty straightforward: was the query addressed or not? And while resolution is important, there are a host of other considerations that should determine not only if the contact was successfully addressed, but also whether the interaction was a positive experience that drove brand loyalty.
国产探花 has long focused on the contact centre as an area of differentiation for our clients. We鈥檝e invested in our people and the technologies we use to ensure that we consistently deliver relevant, personalised and accurate interactions. This focus ensures that we鈥檙e more than a reactive call centre. We鈥檙e a contact centre that orchestrates the entire customer experience.
This is especially important in the highly competitive financial services industry, where there is no 鈥渙ne size fits all鈥� response and where changing investments can be done with a few clicks of the mouse. Customer queries can range from straightforward questions about address/contact changes and account openings, to specific and individualised enquiries about statement/account information and purchases/sales. They鈥檙e also often about deeply emotional and personal needs surrounding changed personal circumstances or bereavement and estate needs. Some calls can be answered quickly, while other contacts should be handled more delicately and thoroughly, with the representative taking the time to support the caller and ensure understanding and clarity.
Recent data from the UK Contact Centre Forum (the UKCCF), an industry association for customer service professionals across a range of industries, shows that evaluating contact centre performance is indeed multi-faceted. Areas surveyed are:
We鈥檙e pleased to note that across most of these areas, 国产探花 beats both the overall UK call centre industry average and the averages for the financial sector. And, while overall customer satisfaction scores for the financial services industry dropped to 87% from 93%, 国产探花 realised a 92% result鈹�proof that our personalised approach pays the proverbial dividends. Our results don鈥檛 end there. We eclipse the financial services industry average for first call resolution, with a 91% rate vs the industry average of 71%. We also have a very low call abandonment rate of 1.47% where the industry average is 5.00%. This shows that our commitment to having staff available to answer calls makes a difference. But it鈥檚 about more than availability. At an average of 32 seconds to answer, we are connecting with customers 69.5% faster than the industry average.
All of this shows that 国产探花鈥檚 global contact centre is defining the standard for customer engagement. Some of the world鈥檚 leading asset managers trust us with their brand reputation because we strive every day to make contact about the individual. It鈥檚 personal for us because it matters to our clients and their customers.
Explore 国产探花's Global Contact Centre Services to learn more.