Right First Time Contact Centre Presentation

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Introduction to the Right First Time Customer Standard

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Right First Time Contact Centre Presentation

  1. 2. A new Customer Standard for First Call Resolution. From Contact Centre Research Already built a successful stable of contact centre research programmes Design influenced by 270 organisations attending FCR Masterclass
  2. 3. Research Process <ul><li>IVR Survey-based </li></ul><ul><li>Completed with minimal management time </li></ul><ul><li>Rapid set up </li></ul><ul><li>MOT format </li></ul><ul><li>Standardised questions </li></ul><ul><li>Controlled conditions </li></ul><ul><li>Real time dashboard </li></ul><ul><li>Strong reporting capabilities </li></ul>
  3. 4. Clearing the Bar <ul><li>65 % award level </li></ul><ul><li>300 Questionnaires </li></ul><ul><li>Controlled delivery </li></ul>
  4. 5. Branding Initiative <ul><li>Carefully Constructed </li></ul><ul><li>For the Consumer </li></ul><ul><li>Clear honest differentiation of contact centres based on their ability to satisfy Right First Time </li></ul><ul><li>Not a Trade Contest </li></ul><ul><li>Meticulous brand design </li></ul><ul><li>Independence </li></ul>
  5. 6. Thorough Consumer Development
  6. 7. Exposing the Brand to the Public <ul><li>In 2010 50 major organisations will be using this brand in public promotions, cross fertilising the concept of an elite group of organisations in the public domain. </li></ul><ul><li>Brand promotion by ourselves will be focused on moving media, taxi livery advertising, and social network marketing. </li></ul><ul><li>Lots of great marketing ideas and opportunities </li></ul><ul><li>Regulated duration of use </li></ul>
  7. 8. Using the Brand to Motivate Your Team
  8. 9. Find Out More Today <ul><li>Contact me Mike Allen on </li></ul><ul><li>Tel:- +44 (0)1978 710483/07766 950014 </li></ul><ul><li>Email:- [email_address] </li></ul>

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