Blake is committed to proactive customer lifecycle management.
The Customer Lifecycle
Through effective data analysis, customer issues can often be identified and nipped in the bud before they ever become problems. Common trends can be identified, such as customers calling with a particular query, and customers churning. Those customers are then proactively managed at particular points of the customer lifecycle through new customer welcome calls, promotional offers, and loyalty incentives.
Effective first-call resolution is nearly always a key goal of call elimination. If a customer’s query is resolved on the first call, there’s usually no need to make contact again over the same matter. However, there’s the question of why that customer called in the first place. Incoming customer contacts may be generated by a failure within systems (accounts) and products (manufacturing or installation fault). To eliminate these, organisations must work backwards to correct the root causes of problems and develop methods to overcome them.
In many cases, focus on call elimination must start at the point at which an individual or organisation first becomes a customer, well before the customer makes contact with a customer service department.
Devising and implementing a comprehensive call elimination strategy is far from easy. Personnel at all levels – from board directors to managers and advisors – must be involved and buy into the approach. And every aspect of your customer service operation – people, processes and technology – must be considered. However, the rewards to be gained from getting it right are potentially huge – not just in terms of bottom-line numbers but in terms of employee motivation and satisfaction, and superior customer service delivery.
Source: Call Centre Helper. See full article by Steve Norman.
