Recently I received a text from my telephone company telling me to call them and quote a reference number. The wild goose chase that came next felt inevitable.  

I dialled, navigated my way through three stages of the IVR system and listened to a rollcall of regulatory warnings and adverts.  When I finally selected my line option, I was asked to instead submit my query by email before being promptly disconnected.  

Back to square one. I dialled again but this time selected to speak to an agent.  

Another setback: due to “unusually high demand” I was held in a queue and advised to visit the website instead. 15 minutes later I hung up.    

On my third attempt a day later, I managed to get through to an agent, explain my situation and give my reference number. Relief washed over me – until I was informed that I’d come through to the wrong department… 

Is any of this sounding painfully familiar? 

That’s because call centres across the land are operating in slow and labyrinthine ways, sending customers down blind alleys with needlessly convoluted systems. Telecoms call centre waiting times have nearly doubled recently, while Ofcom urge companies to provide clearer information and better support for their customers.

The main problem? The front-offices of these call centres are lacking the contextual back-office data they require to offer seamless and personalised services. As a result, businesses are not only losing customers but missing out on crucial up-sell and cross-sell optimisation opportunities. 

Realising customer service utopia 

Imagine if you very rarely ever had to call your telco because their digital services provisions were matched entirely to your personal needs. On the rare occasion you do call them, a human picks up the phone and is equipped to help you with any query, request, order or payment you might have, without a single hand-off. 

That would be customer centricity. In most organisations, this requires a huge breadth of data, process and decision making to be pushed right to the front office of the business in real time. 

Our latest proposition addresses this challenge. Combining Emergence consulting methodology with XpertRule’s Viabl.ai platform, Decision Maker is the service that enables liberation of data, process and decisioning from traditional back-office teams right to the closest and most convenient point of contact to the customer.  

Decision Maker gives businesses a consistent, automated customer service desk able to handle the most complex cases, quickly and effectively and within any regulatory or compliance frameworks. Agents are empowered with seamless access to a 360-degree view of a customer and the ability to have rich and deep customer engagement, giving them everything they need to deliver best-in-class service to customers – complete with up-selling and cross-selling of products and services. 

Why put the dream of customer centricity on hold any longer? Contact Emergence Partners to discover if Decision Maker is the way for you to deliver ‘Profound Transformation®’ in your organisation.  

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