Internet, digital TV, mobile and home phone – customers are surrounded by new services and choices. New communication and social media platforms are becoming increasingly available, creating new experiences and new connections – not just to other customers but also to businesses.
The rate of change is accelerated as customers become more attuned to the benefits and adopt new services in greater numbers.
In a multi-level, convergent media world, customers are continually being lured away from their existing provider by seemingly more attractive competitor products and propositions. In order to ensure customers stay and buy multiple services from their current providers, the customer experience is key. The need to differentiate by providing a great customer experience has never been greater – and the challenges remain huge.
At CCL we help businesses achieve a consistent level of service for their customers, bringing together multiple service offerings into one single customer experience. Whether it’s by developing and implementing an effective customer management strategy or simply by improving the day-to-day things that help deliver a better customer service, CCL can make a positive difference.
CCL’s recent clients in this sector include BSkyB, Orange and O2.
See below for an outline of our work in this sector, or visit Case Studies for more in-depth examples
BSkyB
- Built a working Proof of Concept to demonstrate how knowledge management can deliver customer satisfaction and business efficiency improvements
- Designed and implemented best practice call flows with the front-line team
- Worked with process design, knowledge management and IT suppliers to deliver optimised solution
Results
We delivered:
- A 27% improvement in Average Handling Time
- A 5% improvement in calls resolved first time
- A halving of the number of technical queries
- A significant improvement in team morale