For Customer Service Centres

The growth of call centres as a customer service tool still has a high cost to the business, mainly because people being serviced could easily have self serviced through your website. Your customers have high expectations, yet they are often not met.

Difficulties arise because people strongly dislike using IVR systems because they are long and circular and seem designed to prevent customer from speaking to a person. Other difficulties occur when call centre staff are using slow and cumbersome applications making calls take longer than they should. And in many cases, simple self service applications that are easy to use can drive traffic away from call centres, so your staff can spend more time in retention activities and servicing high value customers.

We help you achieve the following:

You have high abandonment or misdirection in your IVR and don’t know why or where to start to fix it
You need to solve customer issues in one call, rather than having them call back multiple times to get their issues fixed
You need to streamline the CRM and related applications so staff can handle calls more quickly and accurately
You need to integrate your multitude of applications into a single portal, resulting in a consistent user interface and no more redundancy
Your staff copy and paste data between applications, resulting in error and slower transaction times
Staff have rejected your new CRM and gone back to using your old applications, and you don’t know where to start to get people to use the CRM
Your staff are providing variable service to customers and you need to standardise their practices using the CRM

'PTG is completely end user focused and they helped us increase online mobile support usage 10 fold.'

Kirstie Wallace, Online Manager, Hutchison Telecoms

Business benefits from using PTG Global on your IT projects

We have achieved the following for our customers:

An intranet that greatly increased compliance with policy and procedures, reducing risk
Alignment of the intranet and internet for a knowledge based organisation, resulting in the reduction of costs and the provision of a consistent experience for self service or call centre service
Design and testing of a speech recognition system providing a high level of satisfaction and a 66% reduction in misdirection rates
A 1,000% increase in online customer self service, away from the call centre
A 50% reduction of misdirection rates with a call routing system (speech, touchtone, auto response, and IVR), resulting in a faster path through the IVR and reduced frustration at being bounced around different departments
An exhaustive review of all self-service touchpoints against best practice to drive improved customer service and competitiveness
Complete acceptance and buy-in, across competing business units, for a new online customer acquisition website, reducing iteration and increasing time to market
A 20% increase in customer satisfaction, across almost 2,000,000 customers, following redesign of retail internet banking

How to make your technology work — the next steps

Successfully select and engage a vendor

If you’re about to select and engage a technology vendor, use VendorEngagement™ to completely and unambiguously specify the application requirements so you can choose a vendor that can deliver a usable system on time and on budget.

Improve an existing application

If you have an existing application, our Audit will give you a rapid snapshot of your application’s strengths and weaknesses, with quick wins and a long term road map to drive business and user performance.

Get your IT right the first time

For new applications, we start with getting the requirements right to understand the drivers behind performance and specify the how the application must behave to deliver business improvement.

Email us at info@ptg-global.com or call 1300 660 973 to discuss how we can help you make your technology work.