The debt collection industry is embracing change in a way that may be surprising to outsiders and it is due predominantly to the recent introduction of the FCA and its principles. At the core of the FCA’s new principles the principle of ‘treating customers fairly’ (TCF). This principle underpins the new regulation is the focus of the [...]
Customer Satisfaction Surveys best practice There are many ways in which our clients obtain customer feedback including Interactive Voice Messaging (IVM), IVR, 2 way SMS, Email/Web, in store and via direct mail. No matter which channel is used, below is some best practice tips when carrying out customer satisfaction surveys. 1. Always make clear what [...]
Debt Collection Strategy Typically we find that our clients are looking for ways to improve their debt collection strategy. After spending many hours as a consultant to our clients or perspective clients I have come up with the following top 5 tips to improve debt collection strategy: Make it easy for customers to make payment [...]
A widely researched topic in the customer service industry joins together customer loyalty and employee satisfaction. Case studies and company profiles often show that for employees to provide not just good customer service but great customer service—they must first be driven by loyalty and enthusiasm from their employer. In other words, you can’t force devotion or [...]
What is it? Customer Experience Management allows organisations to manage their customers’ experiences with the ambition of improving customer experience to increase market share and retention. To measure customer experience, companies need a framework that tells them not only how good their customers’ experiences is but also how to improve them and what benefits to [...]
Interactive voice messaging has been around since the 1990′s, and in that time it has brought tangible benefits to countless businesses and organisations. Here, we take a look at some of the ways you can use it to benefit your own business.
Interactive voice messaging allows companies to make outgoing automated calls with interactive features, such as tailoring the content to a specific recipient, or offering them options as to what to do next.
In order to measure and improve customer satisfaction we need to first ask our customers for their feedback on our services. In order to improve, we need to hear their thoughts, gripes and their compliments. In addition we need to build a picture of the feedback across a wide sample of our customer base to [...]
CSAT is a straightforward measure of client satisfaction and loyalty that tells us the extent to which a customer would recommend a product, company or service to friends and family. Industries such as Utilities, Telecommunications, Financial Services, and Retail often use this survey after a sales transaction, a service appointment or an inbound call to [...]
Positive customers are proven to recommend to friends and their families; this is the strongest marketing channel your company can have and the most cost effective. Negative customers however are disengaged with your brand and can have a multitude of damaging effects on your business. All organisations will have customers that aren’t completely happy, no [...]
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