Retain and develop customers
Leveraging our unrivalled experience and expertise in European multimedia contact centres, we to help to build customer loyalty through more effective multichannel communications.
Taking customer service to the next level
With over a decade of experience in providing highly effective contact centre solutions, NextiraOne has unbeatable expertise in delivering successful customer service systems.
Our close relationships with the key vendors in multimedia contact centres and Computer/Telecoms Integration (CTI) allow us to bring innovative contact management solutions to market quickly. Apart from a positive effect on ROI, this can provide a real competitive edge within a crowded industry.
According to a recent study by Kassel University, nearly 60 per cent of calls into banks do not result in the caller reaching the desired person first time. This illustrates a major customer management challenge, especially as demand grows for access to financial services using online and telephone banking channels.
In this multichannel world, it is essential that your customers can interact with you in the way that makes them most comfortable. So every channel must provide the same instant and secure access to the same accurate and up to date information. Only by creating such an environment can you hope to build loyalty and improve customer satisfaction. And – as churn becomes an increasingly acute problem in the financial sector – that loyalty building is growing into an ever more important strategic objective.
Of course, our offering goes much further than just the implementation of multichannel solutions. To maximise your ROI, your contact centre has to be totally integrated into your business processes. It must allow agents to be more productive and more effective at generating new revenues. Skills-based call routing makes sure that every interaction reaches the member of staff most able to help the caller. And customer profiling prompts agents to cross-sell and up-sell the right product to the right person.
By constantly remaining abreast of the latest technology developments - such as Intelligent Voice Recognition - NextiraOne can help you to develop the self-service and virtual contact centre applications that will reduce costs without compromising on customer satisfaction, and that will drive up-selling opportunities to increase your revenues.
