We all lose customers at some point it’s a fact of life - your competitor may have a better offering or your service may have let you down. Customers are ever-savvier, they have more information at their fingertips than ever before to make more informed decisions about what they are going to spend money on and why. That’s not to say we have to stand idly by and wave them good bye, we need to understand why this is happening and identify what changes can be made to prevent it. Outlined in this short presentation we identify some of the main reasons you may be losing customers and what can be done to help reduce customer churn.

2. Copyright Business Systems UK Limited 2010
If you don’t know why
people are calling then
how can you start trying
to resolve their issues in
the most efficient and
effective manner?
Call recording has been
used to identify caller
issues for over 30 years
and is widely used in the
contact centre and
customer service
industry.

3. Copyright Business Systems UK Limited 2010
An organisation is only as
good as the people it
employs and it’s
important to understand
what makes a high
achiever successful.
Using training & coaching
modules alongside
evaluation technology you
can score & rate how staff
perform on the phone
when selling or handling
customer issues

4. Copyright Business Systems UK Limited 2010
If you already have call
recording in place, adding on
speech analytics lets you
mine through all customer
call recordings looking for
patterns & trends based on
the parameters you set.
Keywords incorporating
phrases like ‘I’m leaving’, ‘I
got a better deal’ helps you
understand what other
offers are out there & to
proactively compete
against them.

5. Copyright Business Systems UK Limited 2010
Speech analytics provides
you with powerful
information which you
can use to drive change
in the business and to
prioritise it.
Making simple changes based
on real feedback and insight
on root cause of calls can
make a difference at contract
renewal time for customers or
whether they decide to
abandon a purchase because
you’ve made it too difficult.

6. Copyright Business Systems UK Limited 2010
If your operation focuses on
customer service one of the
biggest challenges is making sure
you have enough people working
at any given time, with the right
skills in place to deliver the service
your customers expect.
If you use workforce
management technology a lot of
these ‘What if’ scenarios can be
automated for you as well as
ensuring your customer service
operation is properly staffed to
meet the required service levels.

7. Copyright Business Systems UK Limited 2010
Sound familiar? Then perhaps
it’s time to review your
customer retention strategy
with workforce optimisation
technology that can
drastically reduce customer
churn...