Integrating Customer Communication Channels
Today's customer expects consistent service levels across multiple channels. Ensuring consistency and integration of the customer experience across the contact centre, interactive website, sales operation, direct marketing and service centre is essential to maintaining both efficiency and high levels of customer satisfaction. Effective channel management improves customer choice and makes it easier for them to transact business with tour organisation. Done well it strengthens the relationship with customers and improves profitability.
The ICD Partnership can help you harness your communication channels, not just for greater efficiency and profitability but more importantly to create a ‘seamless customer experience’.
- Field Sales Assessment
- Telephone Sales Assessment
- Web Health Check
- Contact/Service Centre Health Check
- Branch Assessment
Field Sales Assessment
Increasingly sales staff of today need a more rounded business development skill set to develop more sophistacted and strategic level client relationships across a much broader spectrum of individuals within their account base.
This new role demands new and quite different skills and emphasis, backed up by planning and needs to evolve with the changing business priorities and expectations of customers. ICD's FSAs is a practical check of current field operations activity against best practice, customer requirements and business objectives.
The outcome is identification of development areas that support the need or desire to build closer customer relationships. The assessment examines sales team behaviors, marketing support, planning capability, techinical support, customer data etc.
Telephone Sales Assessment
The role of the outbound telephone sales manager has helped many organisations to increase the reach, coverage and hence profitability of customers not normally supported by a face to face relationship manager. While many of the requirements are the same as for the field sales team, there are also significant differences in terms of the skills and techniques required to manage customer relationships on the phone. This assessment is therefore adapted for the specialist role of the telephone account manager.
Web Health Check
The proliferation of e-commerce through the technological evolution has revolutionised how companies do business. This presents both a major opportunity to harness the potential of new channels to increase efficiency and thereby profitability, but also a headache when trying to manage relationships with customers effectively. It is one thing to introduce e-commerce but another to truly derive the business and arguably more important the customer benefits that this should bring. ICD conducts a web health check which focuses on;
- Assessment of web support given through websites and portals to maximise the relationship with customers.
- Clarity of strategic objectives upon which site design, development and content is driven
- Content, which should be driven by the needs and wants of different customer groups
- A Customer Mapping Exercise for different customer/user groups
- Effective integration of culture, people, processes, systems and technology
Contact / Service Centre Assessment
Contact Centres and Customer Service organisations can generate increased sales through direct marketing, lead generation and increased exposure of the company name. Where there is a requirement to maximise the contribution of the contact centre ICD has an evaluation process. Key areas of focus include;
- Understanding the current role and scope in relation to customers and other parts of the business
- Understanding the key processes
- Understanding the customer data is currently supplied to and gathered in the contact centre