HP Optimises Contact Centre Ops

HP Enterprise Services has announced new services designed to help clients enhance customer satisfaction and increase revenue by optimising the operating efficiency of its contact centres.

The ways organisations can serve and engage customers are evolving due to the rapid adoption of social media. To meet the needs of customers, enterprises need to transform their contact centres into hubs for customer relationship management (CRM) and provide meaningful, insightful data collection.

The new HP Transformation Services – Customer Engagement Management (CEM) are designed to help enterprises deliver great customer experiences across all channels, such as smartphones, social media and email, to enhance competitive advantage. These services aid clients in improving service levels by measuring how easy or difficult the customer rates the transaction experience or how likely the customer will promote the products or services to their peers.

With HP Transformation Services – CEM, HP can assist clients in their efforts to enhance their bottom line by increasing revenue per transaction as calculated by contacts handled, products sold or revenue earned per agent. Additionally, clients can benefit from increasing the percentage of calls where higher-margin “add on” features are offered to, and purchased by, the customer.

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“Contact centres must transform to meet the needs of customers who expect a personalised and customised experience,” said Marshal Correia, vice president & general manager, Enterprise Services, HP India. “HP consultants help drive this transformation based on our deep heritage of contact centre operations, industry experience and global presence, assisting clients so they can increase revenues and customer satisfaction.”

To assess the quality and effectiveness of a client’s contact centre operations, HP consultants analyse the current environment against industry benchmarks. After gathering data, HP identifies areas for improvement, such as appropriate use of staff, processes, standards and the overall technology environment.

Based on the findings of the analysis, HP prepares a roadmap with the plan, approach and milestones to implement the business process changes. The roadmap includes initiatives intended to close the gaps between current and future states of the contact centre while balancing investment, benefit, timing and risk.

HP also provides mentoring and support services designed to help clients get the most out of their implementation. For example, “How Do We Implement…” workshops that leverage HP’s library of best practices focus on providing solutions that are tailored to meet the client’s resource, time commitment and budget constraints. Using a collaborative effort can help improve the speed and precision of achieving benefits, with the goal of shortening the learning and implementation process.

A transformed contact centre enables clients to optimise operating efficiency by increasing agent utilisation and increasing the percentage of calls resolved at the first point of contact without transfer or escalation.