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.

2. 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!
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4. 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

5. 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

6. 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

8. 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

10. 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

11. 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

13. 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

14. 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

15. Want to talk?
Call us at 1-888-914-9990