July 31, 2012
Webinar - Eliminate the Costs of Wasted Time and Customer Satisfaction in Field Service Errors
By Tracey E. Schelmetic, TMCnet Contributor
While providing customer service in the context of a contact center comes with its own large set of challenges, there's one drawback it doesn't have: customer “no shows.” This, of course, is a challenge for field service customer service, such as utility hook-ups and repairs, appliance repair and maintenance, deliveries, telecom service and repair and many other types of business. The company sets an appointment, builds a schedule, sends service personnel and, lo and behold, the customer simply isn't there. These types of scenarios cost time, money and further effort in order to reschedule the appointment and hope it goes better next time.
Whether a field service operation is designed to manage delivery, installation or repair services the more confirmations, cancels and reschedules that can be captured before trucks leave the service facility boost cost savings that can be achieved and sustained month over month and year over year. Accurately managing expensive and limited field service assets is not just key to financial performance and profitability, it is critical to customer experience and loyalty: American workers spent $37.7 billion in time spent waiting for in-home services in 2011, according to a study conducted by IBOPE Zogby.
To try and reduce the cost in cash and productivity associated with customer no-shows, many companies turn to field service solutions that can offer appointment confirmation features to help mitigate the inflation of operating costs and negative impacts on the customer experience that no shows and “no access” instances can have on a business. In an era when customers have increased choice and pressures to reduce operating costs that are constant and escalating, it's particularly critical to take steps to reduce the likelihood of customer no-shows.
One the companies offering a solution to help mitigate the effects of no shows and no access situations is SkyCreek, an automated contact technologies and optimization solutions provider. The company helps its clients improve the efficiency and effectiveness of automated contact programs to optimize their performance and help improve customer response, saving money and time by boosting efficiency and keeping customer satisfaction high.
On Wednesday, August 9 at 2:00 EST, SkyCreek and TMC (News - Alert) together will host a Webinar event called, “Eliminating a Minimum of 100 Wasted Field Service Routes in the Next 90 Days.” The Webinar will discuss best practices developed in optimizing the cost performance of some of the largest field service operations in North America – including lessons learned managing pre-appointment confirmation processes managing the dispatch of over 75,000 field service employees every day. To register for the event, visit here.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Brooke Neuman