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THE TRUE VALUE OFCUSTOMER SERVICE        All-In-One Call /        Contact Centre     www.ip-vox.com
Who Are We?                                                  OTHER CORE                                                  B...
Group Structure     ICT Solutions Integration         Hospital Information Systems & Electronic                           ...
Our Mission“To deliver a feature-rich call / contact systems       and solutions at affordable pricing.”
Over 100 enterprise customers        served…Since 2000 across Malaysia, Asia & Europe
So, WHY are we here?
Because theCUSTOMER is KING
Some quick statistics
Top Goals for Customer Service /    Call Centres (2011, Worldwide)   Improve customer experience   Improve efficiency an...
The High Cost Of Poor                   Customer Service     63%                                                          ...
The High Value Of GoodCustomer Service60% of customers will pay more for abetter customer experienceSource: Harris Interac...
The High Value Of Good Customer ServiceAcquiring new customers is     5x more costly thanKeeping existing customers       ...
You ALREADY run a CALL CENTRE! (or more)          Purchasing –       HR – receives         contacts current       calls fr...
Customer care is EVERYONE’S     RESPONSIBILITY  Your "informal" call centres may consist of           only a handful of pe...
FORMAL or INFORMAL    Call Centres? CUSTOMER SERVICEcan still be IMPROVED!
Factors In The Most Satisfying            Customer ExperiencesSource: “The Cost of Poor Customer Service: The Economic Imp...
QUESTION: How do you provideSATISFYING CUSTOMER    EXPERIENCES?    ANSWER:    CALL CENTRE    TECHNOLOGY
Investing in a Call Centre System Opportunities                  Challenges Customer satisfaction             High CostsEf...
Customer Satisfaction                                YOUR                              CUSTOMERSSelf-Service   24/7 Servic...
Efficiency & Productivity Gains                                              YOUR                                         ...
Overhead Reductions                               YOUR                               COSTSSave on receptionist   Save on u...
Profit Through Proactive Marketing                                          YOUR                                        BO...
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...
This is where we     come in.
Open Source, Asterisk-Based• Open-Source IP PBX used globally•    Runs on Linux OS•    Runs on standard server hardware•  ...
Features At-A-GlanceSupervisor & Agent DesktopGraphical User Interface (GUI) for supervisorsand agents                    ...
Let’s take aCLOSER LOOK.
CostsTraditional Call Centre    High upfront pricing,                                        Low upfront pricing / rental ...
Implementation & RequirementsTraditional Call Centre    Average 2 - 3 months             Average 1-month    Hardware, soft...
Operations & MaintenanceTraditional Call Centre   Complex system involves    mix-and-match multiple       All-in-One syste...
In SUMMARY
Our Value Proposition                             Traditional Call Centre    Lower Initial Costs            High Initial C...
THE ENDThank You!
Contact Us    Call: +603-7722 1001E-mail: sales@1001tech.com.my     www.ip-vox.com
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The True Value Of Customer Service

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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.

Published in: Technology, Business
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The True Value Of Customer Service

  1. 1. THE TRUE VALUE OFCUSTOMER SERVICE All-In-One Call / Contact Centre www.ip-vox.com
  2. 2. Who Are We? OTHER CORE BUSINESSES10 years in call / contact centre solutions  Solutions Integrationbusiness.  Hospital information systems Developed EzyTouch suite of full-function IP  Dental management systemscall / contact centre software.
  3. 3. Group Structure ICT Solutions Integration Hospital Information Systems & Electronic Medical Record Systems IP Telephony Software-Based: Dental Management SystemCustomer Management & Call / Contact Centre Solutions
  4. 4. Our Mission“To deliver a feature-rich call / contact systems and solutions at affordable pricing.”
  5. 5. Over 100 enterprise customers served…Since 2000 across Malaysia, Asia & Europe
  6. 6. So, WHY are we here?
  7. 7. Because theCUSTOMER is KING
  8. 8. Some quick statistics
  9. 9. Top Goals for Customer Service / Call Centres (2011, Worldwide) Improve customer experience Improve efficiency and productivity Reduce costs Retain customersSource: DMG Consulting via Customerthink(www.customerthink.com)
  10. 10. The High Cost Of Poor Customer Service 63% 37% switched to USD338.5 just stopped competitors buying billion lost annuallyFor every 10 customers you lose, You give away 6 customers to your competitors, that you may never get back. Source: “The Cost of Poor Customer Service: The Economic Impact of the Customer Experience” by Datamonitor / Ovum & Greenfield Online
  11. 11. The High Value Of GoodCustomer Service60% of customers will pay more for abetter customer experienceSource: Harris Interactive, “Customer Experience ImpactReport”81% of companies who deliversuperior service outperform thecompetition in market shareSource: Peppers & Rogers Group,“2009 CustomerExperience Maturity Monitor”
  12. 12. The High Value Of Good Customer ServiceAcquiring new customers is 5x more costly thanKeeping existing customers = Customer retention is 5x more profitable
  13. 13. You ALREADY run a CALL CENTRE! (or more) Purchasing – HR – receives contacts current calls from / prospective employees / vendors candidates Finance – talks Any enterprise to payees / past function / department that due customers receives or initiates contact frequently. Informal Call Centres
  14. 14. 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.
  15. 15. FORMAL or INFORMAL Call Centres? CUSTOMER SERVICEcan still be IMPROVED!
  16. 16. Factors In The Most Satisfying Customer ExperiencesSource: “The Cost of Poor Customer Service: The Economic Impact of the Customer Experience” by Datamonitor / Ovum & Greenfield Online
  17. 17. QUESTION: How do you provideSATISFYING CUSTOMER EXPERIENCES? ANSWER: CALL CENTRE TECHNOLOGY
  18. 18. Investing in a Call Centre System Opportunities Challenges Customer satisfaction High CostsEfficiency & productivity Complicated & Slow gains Implementation Overhead reductions Hard to Operate & Maintain Profit Management Approval
  19. 19. Customer Satisfaction YOUR CUSTOMERSSelf-Service 24/7 Service No Missed Calls
  20. 20. Efficiency & Productivity Gains YOUR EMPLOYEESAble to Focus on Core Answer & Process Handle More Calls Tasks (Non-Frontline) Calls Quicker
  21. 21. Overhead Reductions YOUR COSTSSave on receptionist Save on utilities costs
  22. 22. Profit Through Proactive Marketing YOUR BOTTOM-LINE Outbound Telemarketing Inbound Telemarketing(proactive telesales / marketing) (order-taking, information requests)
  23. 23. But money’s tight and your boss is pressuring you to deliver on ROI.
  24. 24. 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
  25. 25. This is where we come in.
  26. 26. Open Source, Asterisk-Based• 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)
  27. 27. Features At-A-GlanceSupervisor & Agent DesktopGraphical User Interface (GUI) for supervisorsand agents Reporting Real-time & historical statistics on skills, productivity and contactsInbound FunctionsSkills-Based Routing (SBR) / Auto-Attendant Voice Logging Recording of agents’ calls and activities.Outbound Campaign ManagerCampaign work & goal management / call &database list management
  28. 28. Let’s take aCLOSER LOOK.
  29. 29. CostsTraditional Call Centre High upfront pricing, Low upfront pricing / rental average RM70-80k @ 5 seats options with basic features High Capital expenditure *Low capital expenditure (hardware & infrastructure)
  30. 30. Implementation & RequirementsTraditional Call Centre Average 2 - 3 months Average 1-month Hardware, software & Platform-independent & infrastructure must be works with any type of system proprietary / vendor lock-in / no vendor lock-in
  31. 31. Operations & MaintenanceTraditional Call Centre Complex system involves mix-and-match multiple All-in-One system (all components for functionality components integrated) (IVR, ACD etc.) Hardware-based Software-based
  32. 32. In SUMMARY
  33. 33. Our Value Proposition Traditional Call Centre Lower Initial Costs High Initial CostsEasy & Fast Implementation Complicated & Slow Implementation Simplified Operations Hard to Operate & Maintain Shorter ROI Longer ROI
  34. 34. THE ENDThank You!
  35. 35. Contact Us Call: +603-7722 1001E-mail: sales@1001tech.com.my www.ip-vox.com

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