Contact Center Transformation Outsourcing
Improve the Effectiveness, Efficiency and Profitability of Your Customer Service Efforts
Industry consolidation. The commoditization of traditional voice products. Better-informed and increasingly price-conscious consumers. To satisfy raised customer expectations and generate revenues from new services, you must distinguish your offering by delivering a superior customer experience from initial contact through delivery and support. Creating such a uniformly great customer experience requires enhanced capabilities for sales, billing and support.
EDS Contact Center Transformation Outsourcing Provides the Best Possible Customer Experience
Transformation to a multichannel contact center that seamlessly integrates self-service and agent-supported channels helps communications service providers deliver a world-class customer experience at every point of contact. Our solution combines best practices with industry-leading business transformation processes, operational capabilities and a global infrastructure.
You'll improve customer-service performance across multiple dimensions:
- Effectiveness: Optimize agents' skill sets by organizing the front office by segment and the back office by specialty
- Efficiency: Reduce the number of repeat calls and handoffs; better balance workloads
- Revenue: Increase customer satisfaction and loyalty; receive better insights into customers for more effective customized offerings
- Cost-effectiveness: Reduce transaction costs by optimizing channel mix
Streamline Fulfillment, Assurance and Billing Processes
EDS Contact Center Transformation Outsourcing aligns your business processes with the enhanced Telecom Operations Map® (eTOM) operating model. Our solution improves the quality of the customer experience by streamlining flow-through processes for fulfillment, assurance and billing. It leverages our substantial, ongoing investment in leading-edge technologies and delivers additional capacity on demand. The overall benefits of this approach include faster time-to-market, improved efficiencies in process execution and duration, and greater flexibility in making process adjustments and enhancements.
Our Customer-Care Applications That Support eTOM-Aligned Processes Include:
- Integrated operational CRM: Uses information captured in one part of the customer lifecycle to improve cross-sell/up-sell in others; better information sharing also reduces time to service and cost to serve
- Analytical CRM and campaign management: Closes marketing loop and captures information from each customer interaction; uses “market-of-one” data to make actionable choices in operations
- Integrated customer care and billing: Reduces time for first payment, billing inaccuracies and revenue leakage; improves the customer experience by enabling multiple forms of bill presentment and payment methods
- Knowledge and operational management system: Improves customer satisfaction and retention by increasing quality, speed and richness of response for customer-service representatives and Web inquiries
- Partner relationship management: Improves ease of doing business by increasing the availability and breadth of contacts with the service provider
Optimize the Customer Experience and Lifetime Value
Point solutions that are not guided by an understanding of the entire customer lifecycle often fall short at critical “moments of truth” where dissatisfaction can lead to costly churn. EDS Contact Center Transformation Outsourcing significantly increases customer capture and retention rates – and associated revenues – by providing the best possible customer experience across all touch points (from planning, sales and fulfillment to service assurance, billing, retention and service termination).
Our Comprehensive Solution Helps Accomplish Three Key Business Goals:
- Contain and reduce costs: Reduces work volume, avoidable field service, agent costs, telephony fulfillment costs, and collaborative and operational customer relationship costs
- Improve the customer experience: Gives customers a choice of channels that deliver a consistent and personalized customer experience
- Gain market share: Leverages customer insight to improve close rate, up-sell, cross-sell and customer retention
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Communications, Media & Entertainment
Behind the success of communications, media & entertainment providers is an ally, EDS. Helping them deliver content, streamline processes and take advantage of next-generation services and technology, EDS broadens their audience appeal.