Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Copyright Business Systems UK Limited 2010
If you don’t know why
people are calling then
how can you start trying
to resol...
Copyright Business Systems UK Limited 2010
An organisation is only as
good as the people it
employs and it’s
important to ...
Copyright Business Systems UK Limited 2010
If you already have call
recording in place, adding on
speech analytics lets yo...
Copyright Business Systems UK Limited 2010
Speech analytics provides
you with powerful
information which you
can use to dr...
Copyright Business Systems UK Limited 2010
If your operation focuses on
customer service one of the
biggest challenges is ...
Copyright Business Systems UK Limited 2010
Sound familiar? Then perhaps
it’s time to review your
customer retention strate...
5 reasons you're losing customers & how to prevent it.
Upcoming SlideShare
Loading in …5
×

5 reasons you're losing customers & how to prevent it.

266 views

Published on

We all lose customers at some point it’s a fact of life - your competitor may have a better offering or your service may have let you down. Customers are ever-savvier, they have more information at their fingertips than ever before to make more informed decisions about what they are going to spend money on and why. That’s not to say we have to stand idly by and wave them good bye, we need to understand why this is happening and identify what changes can be made to prevent it.

Outlined in this short presentation we identify some of the main reasons you may be losing customers and what can be done to help reduce customer churn.

Published in: Technology
  • Be the first to comment

  • Be the first to like this

5 reasons you're losing customers & how to prevent it.

  1. 1. Copyright Business Systems UK Limited 2010 If you don’t know why people are calling then how can you start trying to resolve their issues in the most efficient and effective manner? Call recording has been used to identify caller issues for over 30 years and is widely used in the contact centre and customer service industry.
  2. 2. Copyright Business Systems UK Limited 2010 An organisation is only as good as the people it employs and it’s important to understand what makes a high achiever successful. Using training & coaching modules alongside evaluation technology you can score & rate how staff perform on the phone when selling or handling customer issues
  3. 3. Copyright Business Systems UK Limited 2010 If you already have call recording in place, adding on speech analytics lets you mine through all customer call recordings looking for patterns & trends based on the parameters you set. Keywords incorporating phrases like ‘I’m leaving’, ‘I got a better deal’ helps you understand what other offers are out there & to proactively compete against them.
  4. 4. Copyright Business Systems UK Limited 2010 Speech analytics provides you with powerful information which you can use to drive change in the business and to prioritise it. Making simple changes based on real feedback and insight on root cause of calls can make a difference at contract renewal time for customers or whether they decide to abandon a purchase because you’ve made it too difficult.
  5. 5. Copyright Business Systems UK Limited 2010 If your operation focuses on customer service one of the biggest challenges is making sure you have enough people working at any given time, with the right skills in place to deliver the service your customers expect. If you use workforce management technology a lot of these ‘What if’ scenarios can be automated for you as well as ensuring your customer service operation is properly staffed to meet the required service levels.
  6. 6. Copyright Business Systems UK Limited 2010 Sound familiar? Then perhaps it’s time to review your customer retention strategy with workforce optimisation technology that can drastically reduce customer churn...

×