Customer Relationship Centres
Managing the customer experience through multi-channel custom service delivery.
The management of customer relationship centres is Percepta’s core service. We take existing contact centres and improve their effectiveness, integrate them with your business, and champion the customer.
These centres range from three to fifty experts, delivering full customer support and an optimum customer experience that can reach every touch point of the customer journey. We save things when they have gone wrong, restoring loyalty, and driving future sales.
We can provide an insourcing solution to further align with our client’s business. Being at the client’s premises further cements a successful partnership and enables the team(s) to truly immerse themselves in the client’s business and become genuine brand advocates.
There are many types of pre- and post-sale services managed within these centres, including lead generation, enquiry management, first-time resolution, brand welcome, concern resolution, policy and goodwill management, complaint management, and customer loyalty.
A range of specialists in each centre provide business intelligence, learning and development, workforce planning, and quality assurance to ensure the appropriate knowledge and skills are developed to provide our clients with a customer experience programme that exceeds expectations.
Ensure your customer loyalty programs target the right people, make the right offer, and recognise buying signals
We offer a number of outbound calling programs designed to keep you in touch with your customers at the various key stages of their lifecycle with your organization.
It all starts by ensuring your customer database is accurate and up-to-date. Once this is established, we can offer the following:
- Welcome to the brand calls
- Qualified lead generation
- Closed loop lead generation
- Mystery shopping programs
- Marketing surveys
- Database cleansing
Driving Sales Force Productivity
Ensure your sales team stays in contact with your client base
Protect your revenue stream whilst promoting improved communication, reducing administration, and providing more selling opportunities.
I-snapshot is a simple-to-use, field sales force communication tool guaranteeing less time is spent on administration and more time is spent on selling. I-snapshot uses SMS mobile technology as the data input method to remove the compliance issue with sales teams. It has been proven extremely successful and effective in the management of field sales teams providing businesses with real-time actionable information.
Unlike generic Customer Relationship Management (CRM) tools, i-snapshot is extremely quick and simple to use by field teams. With its high compliance levels, commonly standing at >95%, I-snapshot is designed to allow easy communications and data flow and presents the information in a concise, actionable format allowing time to actually manage the sales force to increase revenue.
Another Percepta Way: Insourcing
If you are interested in operating your call centre or telemarketing services in-house, or insourcing, Percepta can assist you on the most efficient and cost-effective call centre designs and procedures.
Our experts can support the implementation and launch of your in-house call centre or telemarketing team from selecting and configuring the most appropriate operating system to training your staff on effective customer service techniques.
If you have an in-house call centre, but are not achieving desired results, contact Percepta. Our insourcing options may be the answer. We can evaluate the situation, analyse your statistics, and identify areas for improvement.
We then work with you to make the required changes to get back on track. Our experts can re-train your staff, redesign your call centre layout, implement new procedures, and organise your data and archives.
Percepta’s tools, experience, and industry knowledge keep you ahead of the competition. Please contact us for a free quote.
