“Inbound, Outbound, Successbound”
by Chris O'Brien on January 23rd, 2012
In a tug of war between resources and customer service, nobody wins. Organizations experiencing this uneasy push-pull may be struggling through periods of rapid growth, budget constraints, rapid turnover, or a change in roles brought on by a new strategic direction. Whatever your challenges, today’s consumers are unrelenting in their expectations of a consistently superior customer experience.
Businesses that continually put the customer first are those that manage to successfully
command consumer attention in the crowded marketplace, and are rewarded with long-term customer loyalty.
One such organization is Germany-based contact center outsourcer, 020-EPOS. Urged by its high-profile clients to proactively engage with customers in a more targeted and personalized manner, 020-EPOS needed a solution that would help it maximize outbound and lifecycle management strategies, while taking advantage of optimal choice and flexibility.
020-EPOS conducted an exhaustive review of all potential solution providers before selecting Aspect to develop its integrated call center solution.
One of 020-EPOS’ key requirements was the ability to reliably support, integrate and route multichannel contacts. At the same time, the solution needed to offer comprehensive, state-of-the-art dialing, callback and call blending capabilities, in order to ensure a smooth transition between inbound and outbound operations.
Another key consideration was 020-EPOS’ desire to route callbacks and returned emails to the same account teams that had initiated those contacts. As Georg Jansen, Managing Director at 020-EPOS explained:
“Outbound campaigns generate inbound contacts and inbound calls gather information for outbound. In order to be successful, both have to be managed professionally, that is why we act upon the maxim Inbound, Outbound, Successbound.”
020-EPOS was able to articulate its forward-thinking vision for customer experience through Aspect’s next-generation customer contact solution. This led to achievement of a number of specific benefits:
- Improved agent utilization due to soft blending capabilities and Workforce Optimization, which enables managers to adjust outbound/proactive activities when inbound call volume is high.
- Higher closing rates, resulting from inbound calls being routed back to the same teams that initiated the contact.
- Higher productivity through the use of skill-based teams rather than channel teams.
- Comprehensive, measurable quality assurance by applying defined quality criteria to all sequences of the customer dialogue.
Read the full 020-EPOS case study.
Aspect helps great organizations do what they do well, even better. What are the obstacles to your achievements right now? Are you in the middle of a tug of war between resources and customer experience? Tell us about it in the comments below.
Improving the way companies communicate internally and externally with their customers is an important objective for all organizations. This blog is focused on levaraging the collective knowledge withing Aspect.