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CONTACT CENTRE
The quality of the interactions between a finance company and their customers is one of the strongest factors differentiating companies in today's crowded NZ finance marketplace. Excellent customer service is key to a long-lived, profitable relationship and extends well beyond the initial sign-up of a customer to, say, a personal loan. After all, a satisfied customer is a loyal customer and may tell their friends - on the other hand, a dissatisfied customer won't hang around for long and will tell everyone about their complaints!
In short, customers want to deal with people that understand them, empathise with them and serve them efficiently and respectfully, throughout the lifetime of the business relationship.
Today, in the NZ finance industry, most customer contact is on the telephone. Any customer service provided through this channel must therefore be carefully designed and delivered to ensure the expectations of a company's customers are met.
WHY FASNEXUS?
We work closely with our clients to ensure that the telephone image they want to portray is reflected in such things as the number of rings before the call is answered, any on-hold message, the initial telephone greeting, the terminology used during the call and the call wrap-up process. This is then carefully documented and agreed to ensure a consistent approach is used at all times by our contact centre staff.
However, the agreed approach is just the design. To implement it requires a combination of professional staff and supporting technology. Our people are carefully selected and trained to provide services that meet or exceed our client's requirements. Our contact centre telephone switch and CreditPlus software can be integrated where required to help our staff to efficiently serve the callers. For example, inbound callers can be identified using the Caller Line ID (CLID) which can automatically deliver on-screen summaries of customer information to our contact centre staff. Our system can also ensure adherence to client's requirements and NZ legislation by, for example, prompting for answers to appropriate questions that confirm the caller's identity.
Our contact centre technology is designed for manageability at the client level or below. Each of our clients is treated differently and can have several levels of customer service for different types of call. For example, a retail dealer enquiry line could be operated at a higher level of service than a general public enquiry line. Faxes can be directed to the appropriate on-line queue on receipt to ensure timely service. Our contact centre technology makes this possible.
Our system also allows supervisors and managers to see the status of the contact centre in real-time, including, for example, automatic alerts when the number of calls on hold start to climb for any client's call queue or when call times lengthen. This enables us to quickly move staff around to maintain committed service levels to clients and their customers. At the management reporting level, our technology also allows a very wide range of statistics to be captured at a very granular level of detail. Using this information, we work with our clients to refine the customer's experience in order to raise satisfaction and ultimately increase the value of the client-customer business relationship.
SUMMARY
- Our professional staff, technology and years of experience ensure that all contact with your customers is consistently of a high quality, designed to meet all your requirements and needs.
- Contact us for more information.
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