Last Monday and Tuesday key decision makers across various sectors responsible for their call centre telecoms and technology attended the Call Centre Forum held at the Radisson Hotel in Stanstead. The mood was definitely one of market optimism and economic recovery as many delegates were looking to maximise budgets and upgrade existing technology to include “flexible working” for their call centre staff.
Innovative Customer Service:
Graham Chick, CEO at GemaTech had 28 half hour meetings over 2 days with individuals who were looking to find new, innovative ways to improve customer service. An enthusiasm for embracing technology enabling companies to target their customers effectively through many types of media was very evident. Many companies across sectors such as Travel and Tourism and the public entertainment sectors now have established loyalty databases which they are keen to leverage.
Routes to Market:
It was encouraging to find that many companies are widening their vision in terms of their marketing and customer service strategies to embrace evolving communication methods such as using Twitter, Facebook and other social media channels to add value and to increase customer retention. GemaTech has been promoting this relatively untapped route to market through its Rapid Call Out solution and the market is responding positively to such developments.
Ownership Costs:
The applications for a system which can target market segments quickly and cost-effectively came across clearly from delegates who saw the benefits of being able to target their markets any way they wanted, e.g. to under 25’s, those who repeat purchase certain products or services, and indeed even companies who want to be able to contact their suppliers or distributors with promotional information. What impressed them also was the low annual cost of being able to communicate with their customers, suppliers or even employees through multiple channels.
Finding the most effective way of reacting to target market demands is often seen as looking for gold dust, yet from what we are hearing, companies know what they want and are actively looking for flexible, cost-effective and targeted solutions offering more than just SMS text capabilities.
Tags: business continuity, call centre, flexible working, telecoms
