Hosted Contact Center Featured Article

How the Hosted Contact Center Helped the Shipyard Improve Customer Satisfaction

August 13, 2014

By Susan J. Campbell,
TMCnet Contributing Editor

How satisfied is your customer base? If you can’t answer this question, there’s work to be done. Complete satisfaction is the ultimate goal of every business that wants to dominate the market. The ability to meet higher levels of expectation is often the only thing that sets one provider apart from another. It is often the leading differentiator from one hosted contact center to the next. 

It’s no longer enough for a company to simply offer its contact center through the cloud. There are a lot of providers in the market today offering this capability. What sets one apart from the other is the ability to ensure customer satisfaction. This means there has to be deep integration between systems, complete redundancy and multichannel support. Without these key components, a company won’t be able to stand out from the crowd.

Five9 (News - Alert) presented a webinar on this topic earlier this month. Driving Demand with a Cloud Contact Center: A Success Story explored how focusing on customer satisfaction with the hosted contact center can dramatically improve outcomes. For The Shipyard, generating and nurturing demand and actually converting that demand by focusing on the consumer journey is essential.

The main focus on generating revenue for the Shipyard is on the appointment to bid. As such, the company has its own contact center to handle phone calls, live chats and emails. With a premise-based system, however, they ran into problems associated with the platform being hard to use, unreliable, offering mystery features and often falling short of expectations. With it, the company was unable to achieve that level of customer satisfaction crucial to their success.

As a result, The Shipyard moved to the hosted contact center to leverage a feature-rich platform that allowed for the quick launch of programs, a cost-effective approach to operations, easier integration with systems throughout the organization and the scalability they needed to continue to grow.

Ilya Bodner, Partner and Chief Revenue Officer at The Shipyard, shared during the webinar, “From an administrative standpoint, the insights are what stand out the most. You can get upper management, the management team, etc. to log in and do just about anything with just a few clicks at a time. If I want to see who is on the phone and who is having long conversations, I click one button. If I want to see last month’s call durations by different departments; I can do that. If I want to see how many clicks a customer has to take to get through to the last person; I can do that.”

This kind of insight is exactly what the company needed to ensure they could meet customer expectations. Digging deep into calls to understand the time each one was taking, the kind of requests coming in and even outcomes was crucial to decision making. Plus, agents could rely on the platform to provide the information they needed to understand where they needed improvement so they could better hit their numbers.

“We saw improvements without having to have meeting after meeting,” added Bodner. “We noticed people were doing more little things to help themselves. This means costs went down for servicing customers. Employee insight into what’s happening is great and that changed the culture around completely.

Personally I thought that most people didn’t like the fact that they had clear monthly reviews where we dumped the numbers on them. Now in real-time they can see how they are doing and compare it to their peers.”




Edited by Stefania Viscusi