Servion Global Solutions Limited (Servion) a global provider of Contact Optimisation Solutions formally launched the Contact Optimization Model.
"Owing to a decade of global experience in the Customer Interaction domain and with more than 300 global clientele, Servion has devised a generic model called the Contact Optimization Model that helps map customer contact and suggests ways and means of optimizing and enhancing the same, while reducing cost," said Mr. K Balakrishnan, MD & CEO, Servion Global Solutions Ltd.
The customer experiences the organization either through the usage of the product/ service, or word of mouth or just a phone call. According to a recent article in a popular Speech Technology magazine, 92% of customers base their opinion of an organization on their Contact Center experience. Customer Contact Management is the key to brand building and has to be leveraged to deliver complete value to the enterprise.
He added, "We believe that every time a customer gets in touch with an organization, there lies a great opportunity to convert that interaction into a mutually satisfying and long-term relationship. Making the most of these interactions however, requires the right processes and systems in place. Organizations, unfortunately, pay little or no attention to enhancing the experience at customer touch points and as a result, lose customers to competition".
Customer interaction today has become multi-channel and a customer can reach an organization through various touch points - phone, fax, email, web (Touch Points). And customers, as a rule, contact organizations only for 3 reasons - to seek information, to conduct a transaction or to lodge a complaint (Sessions). Depending on the type of interaction, a set of business rules, workflows and process definitions come into play to satisfy that requirement (Business layer). These rules and processes are integrated to a data layer for information retrieval, updation or notification (Data layer). Each of these layers can (or need not) be enabled by technology that together, results in a customer experience.
Servion helps analyze, define and optimize contact at each stage of this customer interaction and helps enhance customer experience. This is a consultative approach and generates an in-depth analysis that can help organizations assess if they are indeed optimizing contact at each level/ stage mentioned above. This entire process is called Contact Optimization.
"Implementation of Contact Optimization will help organization in reducing operational cost, acquire, service and retain customers, increase productivity and generate additional revenue. It will also help in building better brand as a result of enhanced customer satisfaction," said Bala.
About Servion Global Solutions Limited
With the mission of Enhancing Business Response of organizations worldwide through Contact Optimization solutions, Servion has revolutionized "customer experiences" through its Contact Center suite of products, solutions and Systems Integration services. Servion has successfully helped corporations in sectors like Banking & Finance, Insurance, Outsourced Call Centers, Telecom, Government, and Transportation, acquire, service and retain customers and in the process substantially grow their profits and market leadership.
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