Andrew Try, Managing Director, ComXo
Everyone is talking about client experience (CX) these days, so it’s hardly surprising it will be the key brand differentiator by 2020, overtaking price and product. Getting hold of the right person to help is the biggest improvement organisations need to make, according to the UK satisfaction index 2018. However, achieving this within large and complex organisations is a huge challenge.
Today we receive communication through so many channels – desk phone, mobile, Skype for Business, voicemail, email, WhatsApp and more. Determining which is a potential new business opportunity or “value” call and which is another salesman selling a coffee machine, is becoming increasingly difficult. With organisations receiving so many calls that are deemed productivity-sapping or a distraction, voicemail is being used more and more to screen and gate-keep all incoming calls.
Our research from tagging more than a million calls to professional service firms suggests that up to 26 per cent of calls through switchboard are client-related i.e. “value calls”.
With 30 years’ experience working with professional service firms, and an award-winning 21st century switchboard solution, we understand that delivering exceptional client experience means more than just a friendly welcome or answering your calls around the clock. It’s about satisfying the caller in the first encounter.
Through the combination of highly trained switchboard operators, enabled with an extraordinary amount of technology, we ensure that every call is qualified and correctly navigated into your organisation. That way you know you won’t be distracted by the non-value calls, but will be able to address each and every value call that could mean the difference between landing multi-million pound deals and losing to a competitor.
We enable our clients to release revenue opportunities whilst delivering an exceptional client experience.