melissa hamilton, stellar - customers talking, are you listening

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You’re customers are talking. Are you listening? You’re customers are talking. Are you listening? Are you listening? Are you listening? Commercial In Confidence © Copyright 2005 Stellar Call Centres Pty Ltd ACN 082618148 ABN 86 082 618 148 May 2010

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Page 1: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

You’re customers are talking.Are you listening?

You’re customers are talking.Are you listening?Are you listening?Are you listening?

Commercial In Confidence © Copyright 2005 Stellar Call Centres Pty LtdACN 082618148 ABN 86 082 618 148

May 2010

Page 2: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Stellar Global

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Page 3: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Is anyone listening?

29% f t t t d t29% of contact centres do not measure customer satisfaction*

2Source: Callcentres.net 2009

Page 4: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Is anyone listening?

<5% of organisations really listen<5% of organisations really listen to their customer

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Page 5: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Our opportunity to listen?

> 3 800 contact centres in Australia*> 3,800 contact centres in Australia*

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Source: Callcentres.net 2009

Page 6: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Our opportunity to listen?

8 out of 10 customer interactions are8 out of 10 customer interactions are handled by a call centre

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Source: Callcentres.net 2009

Page 7: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Our opportunity to listen?

28 000 calls per week*28,000 calls per week*

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Source: Callcentres.net 2009

Page 8: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Our opportunity to listen?

2 000 000 calls this morning2,000,000 calls this morning

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Page 9: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Our opportunity to listen?

“This call may be recorded for quality and training purposes”.purposes .

Who is really listening to these callers?

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Page 10: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Why is listening to your customers important?

“I only call you because I have to…”

“I t t bl ”View

“I want you to own my problem…”

“I will give you every opportunity I can for youmer

’s V

“Wh I it h t tit ill h

I will give you every opportunity I can for youto keep my business…please listen to me…”

Cus

tom

“When I switch to your competitor, you will haveto wait for them to mess up before I come back…”Th

e

Active listening can increase customer satisfaction by 10-20% and reduce costs by 20-30%

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Page 11: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Simple Roadmap

Wh ?Who are you?

Can this be translated to every facet of the call centre?

Li t f th t ’ ti ?Listen from the customer’s perspective?

Attitude at the start & end of the call.

Cl th L

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Close the Loop

Page 12: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

listeningCentre™

A Typical Call Centre Quality Assurance Form A Balanced Call Centre Quality Assurance Form

Which of these two does your quality assurance process match?A 5% improvement in customer retention improves profitability by between 25 to 100%. (Bain & Co)

C tti t d f ti b j t 5% h th ff t fDoes your quality assurance process help you drive a better customer experience and improve customer loyalty?Cutting customer defections by just 5% has the effect of boosting profits between 25% and 95% (Harvard Business Review)

115/17/2010 11

Page 13: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Typical outcomes

High transfer ratesCE 20% lower for transferred callsU ll

…how much your call volume can be driven down?

Unnecessary calls27% of callers tried online channel first1 in 7 calls were able to hear and understand another

…what % of call volume has a missed revenue opportunity?

agent calling60% of calls will require follow up involving call centre

pp y

…your Customer’s perceptioncentreWhat is driving repeat or follow up calls?Upstream/Downstream issuesS t l

…your Customer s perception of your agents?

System slowSignificant hold times or dead timeWhat are you sending your customer

125/17/2010 12

y g yAre you easy to deal with?

Page 14: Melissa Hamilton, Stellar - Customers Talking, Are You Listening

Take Away – are you really interested?

“This call may be recorded for quality and training purposes”.

Who is really listening to these callers?Who is really listening to these callers?

Is your quality monitoring really about customers y q y g yor is it about internal processes?

Listen to 15 calls & ONLY focus on how did the customer attitude change from the start of the call

to the end of the call?

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