Communications Solutions – Excellence in Customer Service, Vital to Retention

The communications industry has changed dramatically over the past 10-15 years: there is increased competition among all of the former cable, voice and Internet providers, as those services have essentially converged. Customer satisfaction has correspondingly become vital to retention so customers don’t leave for the next slightly better offer.

Contact centers can enhance the user experience by making real-time information available to customers, allowing them to pay by phone and to schedule appointments for service using the IVR. By configuring the IVR for outbound notification of service interruption or other issues, you can prevent unforeseen service outages from causing an influx of contact center calls which would tie up contact center resources. You can also use the IVR for cross-sell and up-sell opportunities, including proactive calling to promote “specials” based on customer history.

Customer satisfaction can also be increased by enabling CSRs to quote a smaller, more accurate time window for on-premises service, and by increasing flexibility to confirm and reschedule appointments in advance of the scheduled service date/time. Further, field representatives can use a sufficiently robust IVR system to...

• report their location and when they will arrive at the next appointment
• call in to order additional parts or services
• call in with status of the client upon service completion

---

How MicroAutomation can help:

• Enhance the self-service user experience and reduce live agent interaction by making real-time information available to customers, enabling them to pay by phone and to schedule appointments or services through the IVR
• Reduce missed appointments and increase field representative efficiency by implementing an outbound notification scheduling agent for appointment reminders, confirmations and reschedules, with subsequent self-service options for the caller if needed
• Reduce call influx and agent time loss with outbound notification of service interruption or other issues
• Increase revenue by implementing an outbound notification campaign for cross-sell/up-sell opportunities ...promoting “specials” based on customer history
• Implement functionality that supports the field rep scheduling/support enhancements described above