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Unamic/HCN Interim & Training is constantly looking to design and implement ways to improve customer contact for clients. By optimizing the quality of service, tangible results are created such as increasing revenues from proper customer contact or reducing costs by preventing unnecessary customer contact.
Clients of Training & Interim are organizations, both profit and non-profit, that are characterized by a high degree and frequency of customer contact moments. These are both organizations with their own customer contact center as organizations that have outsourced to a partner facility.
Interim & Training provides customer contact services to organizations in the field of Consultancy, Interim Management and Training. It can also assist with specific Interim Training & HR solutions.
Interim & Training team has expertise in:
* Quality of customer contact
* Performance Management
* Retention and Upsell / cross-sell
* Self and Channel Management
* HRM Solutions for Contact Centers
* Management skills for effective leadership in customer contact organizations
Vision on customer contact
Contact is primarily by listening and asking:
* A customer does not always say what he means
People make the difference:
* People are tempted to change their behavior
Not each customer contact is necessary:
* Save money by avoiding unnecessary contact (process improvements)
* Leverage contacts better to create more value.
Every customer contact has a trigger (cause) and a follow-up (monitoring):
* Customer contact is not a separate activity but part of overall business
Learn from customer contact:
* The customer is always right. Internal business processes and organizations are not always involved in matters that guarantees the best outcome for the customer.
* You should ask customers what they think of you and where to improve.
* Leverage experience from customer contact for improvements throughout the organization.
* Translate knowledge into a methodology for knowledge
Promise and Experience:
* Company vision, policies and customer contact marketing promises must be reflected in the way customer contacts are designed and implemented
Vision process
Work from the customer:
* Build customer-driven organizations
* Listen to the customer (the employee and the customer have daily contact)
* Question and try to understand what the customer means
Actual analysis:
* Analyze the questionÂ
* Actual analysis of the current situation
* Enhance Potential Mapping
Collaboration:
* Description of the assignment, approach and assessments with the client
* Entice people to change their behavior to stimulate changes
Results obtained based ona plan and incremental improvement:
* Planning methodology helps to achieve desired results quickly
Sustainable improvement:
* Focus, improve, develop, learn, implement and guarantee
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