Accelerating Results for Contact Centers & Outsourcers

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If you're a call center / contact center or an outsourcer you need to view this presentation on the tips for successfully implementing a call center / contact center to ensure maximum customer experience satisfaction.

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Accelerating Results for Contact Centers & Outsourcers

  1. 1. Customers are no longer make buying decisions just because you’re the biggest show in town. Whether you are selling, serving or sharing with them; every second counts. Your outsourcing decisions can mean the difference between your business’ life and death. You need accelerating results! Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 2
  2. 2. Where should you begin when making outsourcing decisions? At the end. What do we mean by that? Start by thinking about the Customer Experience. Find out what customers want to feel, hear, or touch and in what way to they want to interact with your product or service. Now, give them what they want! If you do you’ll they will buy, treat them well and they will stay. Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 4
  3. 3. The average consumer mentions specific brands over 90 times per week in conversations with friends, family, and co-workers. (John Moore, WOMMA, 2010) Are you making your customers happy enough to tell others about you? Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 5
  4. 4. Commerce is social, people buy because of word of mouth. Marketing your services and products and delivering support to your customers requires your involvement in 3 spaces. contact center e-commerce social media Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 6
  5. 5. Some people are penny pinchers, not you of course. They have to tighten the belt so they look for the cheapest service provider they can find and they feel like a hero. All for about 60 seconds, until an angry customer calls corporate. Choosing a low cost outsourcing vendor is not always the right answer. Many times it’s the worst answer and can cost you long time customers. So how do you do this without breaking the bank? Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 8
  6. 6. Satisfying the demands of customers and finding the time to deliver the right experience can be exhausting if you do it alone. This is where choosing a partner is key. Outsourcing can be done right and help your budget. When you have someone who can help you match your customers’ needs with the right service provider this can be easy. Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 10
  7. 7. Matching right solutions with right people is a proven strategy for success. Fine Marketing Solutions does just that. When someone says they can do something doesn’t mean they can. We have developed a network of trusted service providers to ensure that you get skilled people that can get the job done. Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 11
  8. 8. Now you know what your customers need and who you want to do business with. But how do you avoid the all so familiar hurry up and wait? You need someone who has relationships in that specific geography and knows how to get things done. Fine Marketing Solutions is not only able to help you get started, we also help you accelerate results. Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 13
  9. 9. We get results and quick. A couple ways we’ve proven it:  Cable company outsources services, campaign goes horrible. Client comes to FMS, within 72 hrs funding is secured to exit the geography and matched with the right partner.  Healthcare provider unable to adequately service clients due to the vendor’s lack of ability to handle volume. FMS steps performs a gap analysis, finds a new vendor and within 14 days they were enrolling new members at a rate of 3.5 times more than the incumbent vendor.  A leading B2B Office Supplies facing struggled to meet customer demands, a high churn rate and a commoditized product offering. FMS tapped into its Global Network and found an experienced agency and within weeks marketing, operations and customer management were revamped. Since program inception the average order size is up 19% and customer attrition reduced by 32% in 180 days which translated to $2.5 million in annual revenue. Copyright © 2010 Fine Marketing Solutions. All Rights Reserved. 14
  10. 10. Want to talk? Call us at 1-888-914-9990

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