Customers expect to be treated correctly and politely.
That is why you deploy motivated and knowledgeable agents. Still, customers complain about contact centers..
What is going wrong?
Contact centers measure everything that happens within their operation. Indicators like Average Handling Time, First Time Fix, After Call Work and conversion ratio’s are used to bonus the agent performance and govern Service Level Agreements (SLA). Tension starts building when these indicators are working against each other. Think for instance about service and sales targets versus average call duration.
In addition negative customer contacts are often a reflection of faltering business processes. It seems that contact centers have become victim of their own innovation. The speed at which they have professionalized has created a disruption of business processes and ICT links to other departments in de organization. In turn, this has lead to a situation where organizations have lost touch with their contact center and their customers.
The solution
If you are going to optimize your contact center it is important that you first identify and reassess all underlying business processes. Once conducted, you can support the processes using a solid and integrated technology platform. Only when processes and technology operate harmoniously, your agents can provide an excellent customer service. This sounds simpler than it is and we advise you to call in professional help when embarking on this journey.
The Professional
Whether you want to set up a new contact center, upgrade an existing environment, or considering a SaaS solution, Larensa will help you. We primarily focus on implementing and servicing ICT related business processes in contact centers and SME office environments.
We facilitate this by using an integrated services portfolio, featuring software and services from reputable business partners such as Genesys, KnoahSoft, Teleopti, Planmen and Philipse Business School. This way, we oversee the entire process chain of our customers..
Central Service Desk
We want to support you fast, efficiently and adequately. To do so, we offer Larensa Managed Services (LMS). It is a comprehensive services portfolio covering all aspects of your IT environment, actively managed through our central service desk. This approach provides transparency and control and allows us to act decisively, enabling you to focus on your customers.
Your Advantages
A single point of contact (Service Manager)
SLA monitoring
Functional application management and support
Risk management
Cost control
For further information, please contact
Michael Borchers at +31 – 88 – 527 36 72 or
send your e-mail to mborchers@larensa.com.
