Outsourcing customer contact

Transcription

1 Outsourcing customer contact

2 Complete service YOU NEED TO INVEST IN GOOD PEOPLE AND THE RIGHT TECHNOLOGIES AND INFRASTRUCTURE Outsourcing customer contact No-one in business today needs persuading of the need to provide great customer service round the clock. Indeed, in many markets, the only way to differentiate your organisation is through the quality of customer service. What outsourcing customer contact can do for you In a tough business climate, outsourcing some or all of your customer contact operations could help you reduce costs. But there are many other advantages in outsourcing which can have a lasting, strategic impact on your business, your customer relationships and your share price. But providing the best customer service can be labour and capital intensive. You need to invest in good people and the right technologies and infrastructure. Doing it yourself can expose you to several risks finding (and keeping) good agents, choosing the best technology, meeting the challenges of IT implementation plus the impact of the consequent fixed costs on your balance sheet. When you outsource your customer contact to BT, you can also outsource these risks. We can provide the contact technology, the communications network, trained agents, standard processes and common applications, helping to free you to concentrate on your core business. As one of the largest specialist providers of outsourced contact services in the UK, we have the experience and scope you need. Outsourcing of customer contact in the UK in both private and public sectors is set to grow by more than 10 per cent CAGR over the next five years 1. When you outsource customer contact to BT, you could benefit from: Reduced costs. Outsourcing can help reduce your headcount and associated property and service costs. Budget confidence. Currently you may have little clarity on budgets. With our Pay as You Go plan, you only pay for what you use. Released resources. You can re-deploy financial and human resources in your core business. Improved service quality. Our scale means that waiting to speak to an agent is almost eliminated. We can also amend or enhance service to your customers as you introduce new products or launch new marketing programmes. Greater flexibility. We are geared to cope with planned or unexpected peaks in demand and can respond to any changes in your business model. Multi-channel integration. We can integrate multiple channels of communication (such as the telephone, , Web, SMS, digital TV and other emerging technologies) to help provide increased choice to your customers. Regional and global coverage. We can provide services for your customers outside the UK, including the US, Europe, South Africa, India and across Asia Pacific. Business continuity. The BT network operates to the highest standards of security so you can minimise your exposure to accidental damage or malicious attack. Some organisations use our outsourcing as part of their disaster recovery plans, to help ensure that customer service continues in the event of any incident. Access to special skills. You don t need to employ a large staff for account management, for routine sales and marketing or to administer customer loyalty programmes. We have all these skills available when you need them. Future-proof technology. We will continually refresh the technology we use to help ensure you benefit from the best on the market. Business process outsourcing. When you take advantage of our additional marketing services, including our CRM portfolio, business intelligence and fulfilment, you can begin to reap the benefits of a full end-to-end outsourced solution. According to research conducted by Vocal Laboratories (November 2002), after a single positive customer contact, there was a 417% increase in the number of callers who believed that the company was actually better than its advertising suggests... (so) investing in better customer service can be more cost effective than investing in advertising. 1 Datamonitor, Call Centre Outsourcing in EMEA

3 Complete range WE HAVE A RANGE OF COMMERCIAL CONTRACTS, GIVING YOU CONTROL OVER COSTS AND COMMITMENT Our customer contact resources With BT you can have access to more than 12,000 agents in 40 contact centres offering 22 languages around the world. Our range of services is extensive and includes: How we work with you At the heart of our customer contact business is the BT network. In addition, the scale of our operations and the partnerships we enjoy with key suppliers mean we can offer commercial flexibility to our customers. Handling responses to your marketing and advertising programmes Providing product and price information Checking inventory and taking orders Handling post-sales enquiries Providing post-sales service and support Making post-sales courtesy calls Amending customers account details Reminders for contract/policy renewals Follow-up to direct marketing campaigns Managing customer loyalty programmes Integrated front and back office services (such as fault reporting and resolution) Helpdesks for internal functions or external customers Technical support Self-service across a range of channels Multilingual services (22 languages are currently available) Round the clock services Local UK and regional (Europe, US, Asia Pacific) service Highly secure solutions for sensitive services An assigned BT Business Manager for the life of your contract. You can have a short-term contract, perhaps to cover a specific marketing campaign. Or we can provide you with a permanent overflow service, where we take calls when your own contact centre is at capacity. You may decide to use us for out-of-hours back up, or to give service to customers outside the UK. We can also create bespoke solutions, managed solutions, multi-channel solutions, multilingual solutions and pan-regional solutions that span the CRM spectrum. We have a range of commercial contracts, including our popular Pay-As-You-Go plan, which can give you control and certainty over costs and commitment. In India, BT has established an offshore operation to help deliver particular benefits of cost and flexibility. This facility offers full business process outsourcing services including handling initial enquiries, processing enquiries, customer helpdesks, services, IT support services, HR and financial (such as payroll) support services, handling complaints and service escalation. In addition, we have a range of industry-standard processes for common applications such as loan applications or debt collection. We also offer additional marketing services such as fulfilment and Business Intelligence. We work closely with you to design the right solution for your business. You will have your own BT Business Manager who will look after you during the lifetime of our relationship. We work to strict contractual service agreements, and you will receive regular performance reports throughout the life of your contract.

4 Complete partnership TELL US WHAT YOU EXPECT FROM OUTSOURCING CUSTOMER CONTACT AND WE WILL HELP YOU FIND THE SOLUTION Why choose BT as your outsourcing partner? BT has nearly 20 years experience in providing contact centres and we have a depth of management experience and knowledge about getting the most from outsourcing. BT: scale, experience, flexibility Sooner or later, you may want to introduce or extend outsourcing in your organisation. It could be hard to maintain standards of customer service and balance the books without it. Currently, some of the most demanding organisations in the UK outsource customer contact to BT. For example: BT manages the busiest telephone number in the UK for National Rail Enquiries, answering 25 million calls a year. BT provides a single communications network for the secure and speedy exchange of information for the MOD, which seamlessly handles voice and data traffic for the Royal Navy, the British Army, the Royal Air Force and the Ministry of Defence s headquarters and offices around the UK. This network manages all calls inside and outside the MOD. It will deliver cost savings of 400m over the 10 years of the contract. BT has been an active supporter of BBC Children in Need since the early 1980s by providing the telephone network management and call centres to help raise money for disadvantaged youngsters. In 2002, we added an automated electronic payments service to enable viewers to donate online. During the fuel crisis in 2000, BT set up a crisis hotline for essential users at five hours notice and handled around 40,000 calls over the first four days. Finally, and most importantly, we have successfully practiced outsourcing in our own business. Outsourcing non-core operations has helped BT reduce its debt, open up new revenue streams and build greater business agility. So why not talk to BT now? You can tell us what you expect from outsourcing customer contact and then we can help you find the right solution. When it comes to outsourcing customer contact, you want scale, experience and flexibility in your partner. So talk to us. An important element of any outsourced relationship is to benefit from the efficiencies of another company's supply chain and to benefit, financially, from its previous deals. Lynda Shillaw, Head of Commercial Services, BT

5 Offices worldwide The telecommunications services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No Produced by BT Major Business. Designed by Unigraph Limited 21829/01/04. Printed in England. PHME PHME?????????????/06/03