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Similar to Call WorX Academy - Klantenservice trainingen
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Call WorX Academy - Klantenservice trainingen
- 2. Klantenservice: “Je doet het tochnooitgoed…” Slechteklantenservicekost de branchejaarlijks 2,4 miljardaanonkosten, gemisteomzet en inefficiency.
- 3. Klantenservice, uwvisitekaartje “82% van de Amerikaanseconsumentenkooptergensnietmeernaeenslechteervaring“ (Bron: Harris Poll) “77% van de nederlandseconsumentenhaaktafnaeennegatieveervaring met eenklantenservice” (Bron: Telecomnieuwsfebruari 2010) Nederlandsebedrijvenverliezenjaarlijks2,4 miljard euro aanomzet, onkosten, winback en inefficiency door slechteklantenservice(Bron: marketing online) Het kost de Nederlandse consument gemiddeld maar liefst 16 minuten om uit een geautomatiseerd zelfbedieningssysteem te komen en een mens te bereiken. (Bron: marketing online) 68 procent van de consumenten wil een pro-actieve benadering tijdens hun zelfbedieningstocht op de website, in de vorm van assistentie of een uitbreiding op het aanbod. (Bron: marketing online)
- 4. Klantervaringenbepalenleverancier en uitgaven Bron: Customer Experience Report 2010 i.o.v. Rightnow Goedeklantervaringbepaalt de leverancierskeuze en de hoogte van de uitgaven” 55% van de consumenten is klantvanwegegoedeklantenservice van eenbedrijf. 40% is geswitchednaareenanderbedrijfvanwegeeenbetereervaring of naam op gebied van klantenservice 85% (!) is bereidzelfsmeerdan de vraagprijstebetalenalsdaareenuitstekende service voor in de plaatskomt.
- 5. Positieve of negatievemond-op-mondreclame Meer besteden en aanbevelen: Positieve Word-of-Mouth Consumentenbestedennietalleenmeernaeengoedeervaring, 55% beveelt het bedrijfookaanbijanderen. De consumentheefthiervoordiverse kanalenterbeschikking. Omzet elders onderbrengen en afraden: Negatieve Word-of-Mouth 79% van de consumenten met eennegatieveervaringdeeltdit met anderen. 85% voeltditalseensocialeplichtomanderentewaarschuwen; 66%doetditomanderen de winkelbeslistafteraden 55% doetditomfrustratiestedelen 24%doetditomtezien of het bedrijfmaatregelengaatnemen Door social media gaat word-of-mouth razendsnel:
- 6. Waardoorrakenklantenvooralgeirriteerd? Verstrikt raken in een geautomatiseerd zelfbedieningssysteem en onnodig lange menu’s; Informatie krijgen die al eerder was verstrekt; Lange wachttijden; Onkunde van de klantcontactmedewerker; Onvoldoende beslissingsbevoegdheid van de klantcontactmedewerker; Geen afstemming tussen de verschillende communicatiekanalen; Helemaalgeenantwoordkrijgen. Bron: Tijdschrift voor Marketing, 2010
- 7. Uitdagingen op gebied van klantenservice Nieuwe klantenservicemedewerkers snel aannemen en opleiden Klantenservicemedewerkers effectiever inzetten en de kwaliteit bewaken en constant houden Een consistente, effectieve ervaring bieden op alle contactmomenten Cross-sell en up-sell mogelijkheden omzetten in omzet First Call Resolution verbeteren en de gemiddelde afhandelingstijd verlagen Het visitekaartje van uw bedrijfperfectioneren
- 8. There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam WaltonFounder Wal-Mart Meningenuit de branche Always give people more than what they expect to get.Nelson BoswellBrits schrijver / journalist “Als u klanttevredenheid wilt latentoenemen, is klantenserviceeen van de meestbelovendeplekkenombijtebeginnen. …groteretevredenheidheefteenpositieveinvloed op consumentenuitgaven, cash flow en bedrijfsprestaties.” Harvard Business Review, 2007
- 9. Wijzig de Spelregels van Klantenservice Veranderklantenservice in eenstrategischeafdeling Maak alle medewerkerservanbewustdat ze onderdeelzijnvanuw klantenservice Verkrijgeen correct 360° beeld van uw klant
- 15. elimineer frustratie bij toewijzen van klanten
- 17. Trainingen
- 18. CallWorx Klantenservice trainingen Waarom CallWorX Niet zomaareen training, maar workshops gegeven door ervarenklantcontact professionals. Wijlerenuwmedewerkers hoe goede service verleendwordt.
- 19. CallWorX Klantenservice trainingen Bereikbaarheidsonderzoekemail, telefoon, fax, website, winkel Intake met opdrachtgevervaststellenleerdoelenvaststellen meting resultaatvaststellenpraktijkcases Imago onderzoek (optioneel)Hoe denken de klanten over uHoe bent u bekend op Internet? 2-daagse basis training Professioneeltelefoneren Assertievetelefoonbeantwoording Notities en het beherenervan Spreek- en luistervaardigheid Prioriteitenstellen Moeilijke en weerstandgesprekken Opzetten van de callsheet Persoonlijkgedrag en houding Callcenter management Diverse vervolgmodulesmogelijk Praktijk Voorbereiding
- 20. Vervolgmodules Weerstandgesprekken / omgaan met moeilijkeklanten Bozeklanten, slechtnieuwsgesprekken, agressieveklanten, conflictenvoorkomen en oplossen Klachtenafhandeling Klachtenbehandeling, klachtenvoorkomen, herhaalverkeervoorkomen (FTF*) Sales as a Service (SaaS) Verkoop-, cross- en upsellgesprekken Retentiegesprekken Winback, terugbellen Email en schriftelijkeklantenservice Schriftelijkecommunicatie, methodes en tools, basis conventies, kennisbanken
- 21. Vervolgmodules Registratie- en CRM systemen Trainen van uwmedewerkers op uweigen software Teamleidingklantenservice Monitoring, coachendluisteren en leidinggeven, skills matrix, COPC, SLA’s, KPI’s en KSF. Contentbeheer en iMedia Nieuwe media, social networks, kennisbanken en CMS-en, autoreply’s, multichannel management, cross channel integriteit, spraaktechnoglogie, net promoter scores
- 22. Applicaties
- 23. Klantenservice & Support Kerncomponentenvan een CSS-applicatiezij: o.a.: account- en contactbeheer case- en interactiebeheer beheer Knowledge Base product- en contractbeheer serviceplanning workflow tussen teams en groepen servicerapportage en analyse Algemeengeïntegreerdecomponentenzijno.a: stem-infrastructuur (ACD, CTI, IVR) workforce en kwaliteitsbeheer agent scripting
- 24. Kennisbanken en registratiesystemen CallWorX traintuwmedewerkers op uweigensystemen. CallWorX biedtadviesbij de keuze van uwregistratiesysteem CallWorx e-Kennisbank (SaaS) applicatie: Eenvoordeligalternatiefvoorkennismanagementvooruw agents
- 25. Meer informatie CallWorX Creative Customer Contact ConsultancyDr. J. Presserstraat 1292552 LS Den Haag mail:info@callworx.nlweb: www.callworx.nl
Editor's Notes
- How are companies using the Contact Center today to drive Competitive Advantage? In general, firms are trying to build higher Customer Satisfaction.– this is a Strategic goal.Customer Satisfaction leads to: Loyalty Word of mouth advertising Price Premiums Reduced Operating Expenses Higher Customer Close RatesEven in closed industries (i.e. healthcare), high customer satisfaction can remove pressure from regulatory oversight or government intervention. There are multiple, typical challenges in Contact Centers today. Some of the challenges are:On-board and train new Customer Service Representatives quicklyIncrease CSR Utilization and retain quality CSRsProvide a consistent, effective experience across all contact touchpointsConvert cross-sell and up-sell opportunities into revenue Increase First Call Resolution and decrease Average Handle Time.The challenges all map to a few strategic objectives in a contact center:Customer SatisfactionOffer better and more simple customer support. First Call Resolution is the #1 goal of every Contact Center. This is more important than Average Handle Time or other metrics. All of these things lead to loyalty.A simple 5% increase in Customer Loyalty can yield a 25% increase in profitability (source: Fred Reichheld, The Loyalty Effect)JD Powers study: +52% median improvement in shareholder value for those companies that improved customer satisfaction rankings. -28% decline for those whose customer sat rankings decreasedRevenue GenerationFor the most part, revenue generation refers to using the contact center for a) campaign responses b) inbound sales and c) cross-sell and upsell. The first two are very typical scenarios and will persist. Cross-sell and upsell have received a lot of attention. When deployed correctly, this is very powerful. MS CRM can support this through a combination of MS CRM, Analytics Foundation, SQL Server (Reporting & Analytic Services), and some custom code.Cost ReductionAs much as we talk to Loyalty Mgmt and Revenue Generation, the name of the game for many Contact Centers is Cost Containment. It is the foundation for nearly every contact center in the world. Core to this strategy is “deflecting” calls to IVRs, self-service and email. In addition, it can be thought of as anything from basic knowledge transfer to customers (from agents) to higher valued things like avoiding product returns or managing warranty claims
- Quote #1Michael Maoz is considered the most influential and respected technology analyst in the field of customer service and CRM. His feeling is that the Contact Center is the “hub” of customer activity in a corporation and is growing even more important in its role. Investment by companies will follow.Quote #2The second quote really shows what is one the minds of the top CEOs throughout the world. As many of you know, the NYSE is the premier global stock exchange. Although it is American, many global companies trade through NYSE via ADRs (American Depository Receipts). As such, this quote represents the opinion of CEO of top companies from from all over the world. Quote #3The last quote comes from a prominent international business journal – the Harvard Business Review. Essentially, this study substantiates the link between customer satisfaction and a tangible ROI. So, what does customer sat lead? – higher spending, increased cash flow and better business performance.
- The Vision of Microsoft Dynamics CRM in Customer Service revolves around three key goals: Transform Customer Service into a Strategic Asset Empower all employees to be a part of Customer Service Achieve a true 360 degree view of the customerTransform Customer Service into a Strategic AssetMany CxOs have identified the Contact Center as a vehicle to improve their business. As businesses have identified Customer Service as a Strategy to improve their business, they need a robust technology platform to enable the strategy. Microsoft Dynamics CRM can provide that platform to help make Customer Service into a Strategic Asset.Empower all employees to be a part of Customer ServiceTo build true customer satisfaction, customer service cannot just be the jobs a few employees in a contact center or the customer service department. All employees from the CEO to the front-line retail salesperson (or equivalent) must have critical customer information at their fingertips and be able to assist customers. Microsoft Dynamics CRM is the only CRM system that is familiar to all users via Outlook interface or agent desktop. Achieve a true 360 degree view of the customerIf Customer Service is a “silo” in a business, it is impossible to evaluate service in the context of the entire customer experience. Similarly, it is difficult to present offers to customers if Customer Service is in a silo. It is important to gain a 360 degree of a customer, enabled by Microsoft Dynamics CRM. With the powerful platform approach and pervasive use by all employees, firms (or governments) can capture all interactions across multiple channels and then use the history and insights to view the customer holistically.Facts21% of contact center TDMs ranked acquiring orintroducing new technology as their #1 issue27% of contact center BDMs ranked identifying orincreasing sales opportunities as their #1 issue60% of B2B contact centers do not have a CRM application75% of B2C contact center do not use a CRM applicationSource: Gartner
- In the Contact Center, the key business leaders are: VP of Customer Service (or Chief Customer Officer in some cases)’ Contact Center Manager Agents and SupervisorsVP-level (BDM) employees care about the strategic business impact that CRM can bring them. They care about market share gained, stock price increase, contact center as strategic tool, revenue earned, expense items reduced. Because MS is a recognized strategic vendor to these firms, their risk is reduced. Also, we can provide them a world-class platform to build their contact center that provides them flexibility, cost savings and ability to scale the business. Contact Center Managers care about operational issues like adhering to budget, meeting KPIs, keeping employees employed and not leaving the business, ramping up new agents, etc… These will most likely be your hardest constituency to sell because they want everything to be ready to go. Consider appealing to them from the top down (i.e. use VP to coach you) and from the bottom up (i.e. using Agents/Supervisors that work with them). Agents and Supervisors care mostly about the User Experience. Usually, they will like MS CRM and become advocates. Their voice is listened to because they have to use it everyday. Leverage them in the process of making a sale.
- There are three major types of CRM:-- Operational: this is essentially the executional aspects of CRM like account mgmt, call tracking, case mgmt, etc..-- Analytical: this is reporting, business intelligence, predictions-- Collaborative: this is a newer aspect of CRM that relates to communication between employees, enabling external communities, etc…For Customer Service, there are few core capabilities that firms need. (refer to functional components in slide). Titan delivers all of these foundational features that can then be customized to meet the unique needs of a company.For Contact Center, we necessarily rely upon our ISV community to bring us Contact Center Infrastructure such as Voice and Workforce Management.ACD = automatic call distributorCTI = computer telephony integrationIVR = interactive voice responseWorkforce management is typically a software solution designed to help manage staffing, learning, etc…within a call center.