Many businesses believe they are customer driven but few are. Call centres, the source of much controversy in sectors as diverse as insurance and banking to mobile phones and white goods are a case in point.
If you know what your customer wants and manage their expectations, both customer and staff have a better experience and are likely to be more loyal and, above all, more profitable.
A poor experience leads to higher (and more expensive) levels of contact, more costly resolution, less staff satisfaction, higher staff turnover, more training costs and less experienced staff giving poorer customer experiences in a downward spiral.
Putting the organisation and the customer on the spot in head-to-head confrontation, with lots of hanging on and no time to consider responses, often leads to frustration, frayed tempers on both sides and an overall lack of satisfaction for both parties. An element of
Oceanus is a systems integrator and customer management specialist; providing comprehensive document and case management solutions for customer acquisition and customer service environments in Consumer Finance, Telco's and Utility companies.
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