Achieving Business Results Through the Way We Think
Telecom (Spark) NZ were able to go from a situation of unsatisfied customers having repeated calls with their call centres, by using Whole Brain® thinking, to enable:
- Call back reduction target of 28% was exceeded—Telecom New Zealand achieved reductions of up to 50% in some contact centres in 2009
- Customer satisfaction increased by more than 20%—customer satisfaction scores of 4 out of 4 are now being achieved in some contact centres
- Sales targets have been exceeded in outbound contact centres without requiring additional resources
- Outbound Contact Centres saw a dramatic increase in dials-to-calls-completed and a corresponding improvement in sales performance. The success of the programme means that resources were available to be re-routed to handle inbound calls, reducing call waiting time and improving customer satisfaction
- The Contact Centre Council is now referencing Telecom New Zealand as the new industry benchmark.
A focus on improving your communication with colleagues and customers can produce quick measurable results. As well as the long-term benefits of improved relationships and greater mutual understanding. Be aware of your own thinking preferences and start making a conscious effort to stretch towards satisfying the preferences of others. The improved trust and clarity of focus from using these ideas will show immediate benefits for you and your team.
Find out more about the Start Thinking Online Program here.
Source: https://www.herrmann.com.au