FOCUS ON CONTACTCENTRES
66% OF CONSUMERS SAY REPEATINGTHEMSELVES TO MULTIPLE AGENTS IS THE MOST FRUSTRATING ASPECTOF CUSTOMER SERVICE.
NEWBRAND POSTHUB MAKES MAIL CAMPAIGNS EASY
SIX REASONS TO OUTSOURCE YOUR CALL CENTRE
1. To copewith seasonal peaks Even if you have your own in- house capability, you’ll need overflow at peak times. What’s not to like about a pay-as-you-go resource that gives you extra capacity? 2. To extend your ‘opening hours’ E-commerce operates 24/7 and it’s incredibly helpful to offer ‘out-of-hours’ contact centre services – how about the neatness of 8.00am – 8.00pm, seven days a week? 3. Because you’re too small… Fifty or so calls a day? Is it really worth running your own operation when you can take advantage of a shared resource for a fraction of the cost and hassle?
4. …because you’re too big Call centre taking up space, draining management time and requiring constant investment? Adedicated outsourced team, running on your CRM system and telephony platform, provides a sensible and seamless solution. 5. For a better customer experience You can tell when you’re talking with a well-trained agent, who loves and lives the job. Enough said. 6. Because get it right, and you save time andmoney Otherwise (number 5 above notwithstanding), what’s the point?
46% SAYTHATTHEYHAVE STOPPED USINGA COMPANY DUE TOA POOR CALL CENTRE EXPERIENCE.
Advertisingmail –AKAdirect mail – is a fantastic mediumthat is as relevant today as it has ever been. But with data growing evermore sophisticated plus a plethora of postal options and discounts, it’s not without its complexities. That’s why we’ve set up Posthub, offering hands-on support to SMEs tomaximise the impact of theirmail campaigns. Data andmail management are at the core of the personalised service offering, with practical and consultative guidance fromplanning to delivery. Our Posthub team is based at our Bristol site, and comprises well-known industry figures Neil Carter, MarkTemperley, Alison Ingham-Barrow, Chris Yeo and NickWelsman. Maximising your returns, minimising costs and generally demystifying the whole process is their aim. ‘The Posthub teamwill workwith brands onmailing campaigns, guiding them along the postal journey and making the complex simple,’ said NickWells, CEO of Whistl. ‘We have put together a highly-respected team, eager to provide a level and quality of service they know customers want, backed by the full resources of the UKs leading mail delivery network’. Call us on 0117 453 0916 tofind out howwe can help or visitwww.post-hub.co.uk
91% WHILST91%OF ORGANISATIONS
EXPECTTO BE USING AI INTHEIR CUSTOMER SERVICE INTERACTIONS WITHINTHE NEXT THREE YEARS…
75% …75%OF CUSTOMERS SAYTHEY PREFER ISSUES TO BE SOLVED BY SPEAKINGWITHA LIVE AGENT.
For further information about outsourcing your call centre, get in touch with our Contact Centre specialists on 01628 703 782
Sources: Hubspot Research, Whistl, Gartner.com, Customerthink.com
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Whistl Magazine • Spring 2021
Whistl Magazine • Spring 2021
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