the true value of customer service
DESCRIPTION
The Customer Is King. With this in mind, we provide an overview of the value of customer service in terms of real-world business benefits. It outlines an approach to improving customer service through IP call / contact centre technology, which offers distinct advantages.TRANSCRIPT
All-In-One Call /
Contact Centre
THE TRUE VALUE OF
CUSTOMER SERVICE
www.ip-vox.com
Who Are We?
10 years in call / contact centre solutions
business.
Developed EzyTouch suite of full-function IP
call / contact centre software.
Solutions Integration
Hospital information systems
Dental management systems
OTHER CORE
BUSINESSES
Group Structure
Hospital Information Systems & Electronic Medical Record Systems
IP Telephony Software-Based: Customer Management & Call / Contact
Centre Solutions
Dental Management System
ICT Solutions Integration
“To deliver a feature-rich call / contact systems
and solutions at affordable pricing.”
Our Mission
Over 100 enterprise customers
served…
Since 2000 across Malaysia, Asia & Europe
So, WHY are
we here?
Because the
CUSTOMER is KING
Some quick statistics
Improve customer experience
Improve efficiency and productivity
Reduce costs
Retain customers
Source: DMG Consulting via Customerthink
(www.customerthink.com)
Top Goals for Customer Service /
Call Centres (2011, Worldwide)
The High Cost Of Poor
Customer Service
For every 10 customers you lose,
You give away 6 customers to your competitors,
that you may never get back.
USD338.5 billion
lost annually
63% switched to competitors
37% just stopped
buying
Source: “The Cost of Poor Customer Service: The Economic Impact of the Customer
Experience” by Datamonitor / Ovum & Greenfield Online
60% of customers will pay more for a
better customer experience
Source: Harris Interactive, “Customer Experience Impact
Report”
81% of companies who deliver
superior service outperform the
competition in market share
Source: Peppers & Rogers Group,“2009 Customer
Experience Maturity Monitor”
The High Value Of Good
Customer Service
Acquiring new customers is
5x more costly thanKeeping existing customers
=
The High Value Of Good
Customer Service
Customer retention is
5x more profitable
You ALREADY run a CALL CENTRE! (or more)
Informal Call Centres
Finance – talks to payees / past due customers
Purchasing –contacts current
/ prospective vendors
HR – receives calls from
employees / candidates
Any enterprise
function /
department that
receives or
initiates contact
frequently.
Customer care is EVERYONE’S
RESPONSIBILITY
Your "informal" call centres may consist of
only a handful of people.
But everyone is a critical touch-point
to the public.
FORMAL or INFORMAL
Call Centres?
CUSTOMER SERVICE
can still be IMPROVED!
Factors In The Most Satisfying
Customer Experiences
Source: “The Cost of Poor Customer Service: The Economic Impact of the Customer
Experience” by Datamonitor / Ovum & Greenfield Online
ANSWER:CALL CENTRE
TECHNOLOGY
QUESTION:
How do you provide
SATISFYING CUSTOMER
EXPERIENCES?
Opportunities
Customer satisfaction
Efficiency & productivity gains
Overhead reductions
Profit
Challenges
High Costs
Complicated & Slow Implementation
Hard to Operate & Maintain
Management Approval
Investing in a Call Centre System
Customer Satisfaction
24/7 ServiceSelf-Service No Missed Calls
YOUR
CUSTOMERS
Efficiency & Productivity Gains
Answer & Process
Calls Quicker
Able to Focus on Core
Tasks (Non-Frontline)
Handle More Calls
YOUR
EMPLOYEES
Overhead Reductions
Save on receptionist
costsSave on utilities
YOUR
COSTS
Profit Through Proactive Marketing
Outbound Telemarketing(proactive telesales / marketing)
Inbound Telemarketing(order-taking, information
requests)
YOUR
BOTTOM-LINE
But money’s tight and
your boss is
pressuring you to
deliver on ROI.
Business Drivers for
IP Call Centre Technology
COST: Lower total cost of ownership than traditional
SPEED: Easier / faster to deploy than traditional
INTEROPERABILITY: Platform-independent
ability to integrate with any legacy / non-proprietary
infrastructure
This is where we
come in.
• Open-Source IP PBX used globally
• Runs on Linux OS
• Runs on standard server hardware
• Uses inexpensive cards to connect to PSTN, T1/E1, ISDN
• Uses standard protocols (SIP, IAX)
• Freedom of hardware & infrastructure choices
• Internet telephony (IP)-based (operates with both traditional telephony and Voice-over-IP systems)
Open Source, Asterisk-Based
Features At-A-Glance
Supervisor & Agent DesktopGraphical User Interface (GUI) for supervisors and agents
Inbound FunctionsSkills-Based Routing (SBR) / Auto-Attendant
Outbound Campaign ManagerCampaign work & goal management / call & database list management
Voice LoggingRecording of agents’ calls and activities.
Reporting
Real-time & historical statistics on skills, productivity and contacts
Let’s take a
CLOSER LOOK.
Costs
Traditional Call Centre
High upfront pricing, average RM70-80k @ 5 seats
with basic features
High Capital expenditure (hardware & infrastructure)
Low upfront pricing / rentaloptions
*Low capital expenditure
Implementation & Requirements
Traditional Call Centre
Average 2 - 3 months
Hardware, software & infrastructure must be
proprietary / vendor lock-in
Average 1-month
Platform-independent & works with any type of system
/ no vendor lock-in
Operations & Maintenance
Traditional Call Centre
Complex system involves mix-and-match multiple
components for functionality (IVR, ACD etc.)
Hardware-based
All-in-One system (all components integrated)
Software-based
In SUMMARY
Our Value Proposition
High Initial Costs
Complicated & Slow Implementation
Hard to Operate & Maintain
Longer ROI
Traditional Call Centre
Lower Initial Costs
Easy & Fast Implementation
Simplified Operations
Shorter ROI
THE END
Thank You!
