Lowering and making the costs of customer contact more flexible through outsourcing, while at the same time increasing the value of this customer contact will generate higher returns from customer contact.
Unamic/HCN guarantees an optimum active channel direction by guiding cost contacts to the least expensive and most efficient channel, and by working on cross- and upselling and retention for value contacts.
For example, in the publishing industry, Unamic/HCN does this in collaboration with the client by approaching customers who call to pass on a change of address about a special offer for a home and interior magazine.
