- Customer Experience and Contact Centre Services
- Webhelp Payment Services
- Webhelp Enterprise
- Design. Moderation. Social.
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Digital channels have provided a range of new ways for citizens to interact with public service providers - but they have also heightened their expectations. Now more than ever, people want to reach you on a channel they choose, at a time that suits them. Investing in self-service and omni-channel engagement with a knowledgeable partner is now essential to achieving citizen satisfaction.
Identifying your business priorities is the first step to identifying areas of improvement that will benefit both your brand and your customers. Whether these involve customer experience directly or not, they can all drive positive transformation.
Once you have found the areas where you can make a change, it's time to consider how they will apply to your brand and the differences they could make to your customers. Do you need to transform to get to where you want to be?
Outsourcing is no longer just a cost saver - now it is a quality driver, empowering brands to reduce outgoings by streamlining service to shape customer experiences around their preferences as well as your business needs.
Whether you already outsource services, or want to start doing so, it's important to remember that the right outsourcing relationship is always a partnership; one where everyone is equally invested in success.
Capable solution design and integration means taking an engineered approach - tailoring suggestions and plans for improvement specifically to every brand, rather than taking a "one-size-fits-all" approach.
Adapting the way you deliver your services is a win-win. Innovations like self-service and digital contact channels will improve satisfaction with your department while reducing the pressure on your budget.
Smooth reorganisation or relocation means dedicating teams specifically to business-as-usual operations. Transformation teams work with clients on solutions, while BAU teams ensure day-to-day operations continue undisturbed.
Outsourcing allows for ongoing business continuity, even during times of transition. And successful sales and lead generation worldwide is driven by specialised training and recruitment – which can be performed by outsourcers with global reach.
Sometimes changes in corporate strategy demand radical reshaping, and dedicated resources are needed. For companies in this position, an outsource provider should act more as a strategic partner, working with the client to develop solutions.
Integrating contact channels gives the people contacting you power over how and when they get in touch, and makes the process easier for them. You can also reduce contact by making self-service an option, keeping costs down in the process.
With more customers than ever expecting omni-channel service, it makes sense to place that integration in the hands of experts. The right outsourcing partner should be prepared to meet those expectations, with a focus on customer satisfaction.
Lead generation now involves working across multiple integrated contact channels. Allowing clients to use their preferred channel makes it more convenient for them, while offering inside sales teams greater scope for building relationships.
Omni-channel empowers businesses to transform the customer experience by integrating customer contact channels. Customers who approach businesses on Twitter, for example, can quickly move to webchat and seamlessly continue the conversation.
Transforming the customer experience in the public sector means responding to what your citizens want. Whether that's the option to pay council tax online or download information for emergencies, you can make the right changes to accommodate that.
Customer experience transformation can be effected by something as simple as a change of focus in training, or it can be achieved as part of wider restructuring that shifts customer management to outsourcers whose primary focus is improvement.
An omni-channel approach enables more client-friendly management of B2B relationships. Giving clients and leads the opportunity to get in touch via multiple channels allows for more effective communication and information sharing across the board.
Modern outsourcers focus on metrics that directly reflect the quality of each conversation, like NPS, while data and analytics enables them to identify the issues that affect customers, and use that information with a view to real transformation.
Finding the right solutions means investing in expert help; ideally a team that takes a scientific approach. Using the right tools to find the answers your business needs will save a lot of time, energy and trial and error in the future.
Industry research has demonstrated the advantages of taking a forward-thinking, digital approach, making the most of new technologies as opportunities to efficiently improve the customer and client experience.
At the moment, there is tremendous potential for service transformation to align with changing customer expectations - and they aren't going to stop changing any time soon, so that improvement must leave room for you to keep evolving.
Every brand is different; but the common reality is that a customer-oriented, digitally-focused approach can drive real improvement for clients, customers and teams. Drastic changes are coming in the way that we engage with customers, and how they advocate for us. With that in mind, it's worth considering new options - like digital contact or AI - to explore how they can benefit your business.