Strategic Overview
Most companies will have a Brand Strategy.
This will in turn have led to the development of Product,
Channel and Customer Strategies which define the Products,
the Channels through which they are distributed and the Customer
treatment strategies to deliver the required product volumes.
Converting these strategies and plans into Customer Contact
Treatments, Sales Processes, and Sales Targets is the next
step in the planning cycle. The numbers then permeate down
to operational units, including the contact centre.
It is at this point that things can start to unravel – targets
are not met, sales volumes missed, leading to emergency campaigns
and action to get back on track.
It is this area, the conversion of Strategy to Operational
effectiveness, that the Sales from Service programme can
ensure the delivery of strategic aims and maximise the use
of existing assets.
Strategy to Operational Effectiveness
The main focus of the Sales from Service programme is converting
Strategy into Operational effectiveness. This means:
Developing end-to-end processes to manage your customer
contact strategies with coordinated Advertising and Promotional
Campaigns and coordinated operational activity.
Creating an improved organisational capability to penetrate
existing markets
Changing the culture in your Contact Centres where necessary.
Refining how you develop and manage the technology supporting
your operations and the processes that tie it all together,
and utilising existing customer information.
A Results Focussed Approach
We will deliver a Sales from Service Strategy tailored
to your needs.
[and tell you if it is not appropriate]
Enable the delivery of this strategy into your operations.
Keep the focus precisely at the point your people
talk to the customer.
Deliver substantial, measured, sales and customer
satisfaction improvements within a 12 month period.
Release the potential locked into your customer contact
centres and improve their value by generating revenues
and retaining valued customers.
Sales from Service programme roadmap
| Online Diagnostics |
Discovery Audit |
Assessment of potential |
| Business requirements |
Business Case |
Project programme |
Approval to Proceed |
| Build Test Capability |
Pilot programmes |
Evaluate and Improve |
| Build Capability |
Roll out Programme |
Measurements |
Implementation |
Releasing your Potential – results that can be achieved
A major UK financial institution introduced the Sales from
Service programme into their telephone banking operations
involving 2 large contact centres and over 2000 agents. Measures
were taken at the start of the programme and after 12 months
of implementation and showed:
- sales per hour increased from 1.5 to 2.8
- products
per customer from 1.9 to 2.4
- cost per sale reduced
by 20%
- customer satisfaction measure ‘treat as
valued’ increased
from 40% to 60%
- ‘share of wallet’ increased
by 26%
- staff satisfaction scores increased by 15%
Overall, the Return on Investment for the programme was £22
for every £1 invested.
Summary
The Sales from Service programme enables you to drive added
value through your business, using the information you already
have about your customer, delivered to your agents in a simplified
format to facilitate a right product, right time, right customer
approach.
To see how you could benefit take the first step FREE by
completing our online questionnaire
by clicking here. We’ll
respond to you within 7 days.
|
