| At Celtycs we help companies anticipate, understand and enhance customer experience by understanding the reasons why customers contact companies for service, eliminating those reasons that frustrate customers and enhancing the quality of service provided for those reasons that benefit customers. We enhance the service provided to customers with best-in-class processes, tools and structures. |
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We can help you to:
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- Deliver a better customer experience at a 30% lower cost within 6 months
- Set you up with the processes that deliver 25% per year improvements in customer service productivity year upon year
- Dramatically increase the adoption and transaction completion rates in your self service applications
- Reduce service related customer churn by 30%
- Establish engagement of frontline staff in uncovering key insights that can improve customer experience
- Define your service outsourcing strategy, evaluate and select partners, and implement governance and service level terms that enable superior customer experience
- Continuously evaluate the experience your customers receive from your company and benchmark against your competitors
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| Look below to see how. |
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Solution: Assess Quality of Service provided by your Contact Center with flexible Call Quality Monitoring |
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Celtycs can deploy of a team of qualified professionals to monitor recordings of contacts between your contact center and customers. The team can be deployed across continents and can be skilled in most globally spoken languages.
Assessments by the team can help you
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- Collect and collate key observations from a statistically significant sample of customer interactions
- Observe behavior of your front-line staff in their interactions with customers and use the information to provide regular feedback for their improvement
- Identify reasons for customer contact and use the information to eliminate contacts that are frustrating for customers
- Co-relate observations from quality monitoring with feedback obtained from customer satisfaction surveys
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| Contact us to learn more... |
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Solution: Assess Quality of Service provided by your customer touch-points with “Mystery Shopping” processes |
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Celtycs can deploy a team of qualified professionals to act as typical customers of yours. They will interact with your touch-points, such as contact centers and retail outlets like how your normal customers would do.
The team’s observations will help you
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- Collect and collate key observations on how your front-line staff handle customer concerns
- Map the journey customers go through when interacting with you and identify those process steps that are wasteful and frustrating to your customers.
- Identify reasons for customer contact and use the information to eliminate contacts that are frustrating for customers
- Co-relate observations from mystery-audits with feedback obtained from customer satisfaction surveys
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| Contact us to learn more... |
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Solution: Assess Perception of your Customers through web or voice based Customer Satisfaction Surveys |
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Celtycs can setup a web-based OR human-assisted customer satisfaction survey operation to measure the perceptions carried by your customers.. The team can be deployed across continents and can be skilled in most globally spoken languages across the world.
Inputs obtained from customer satisfaction surveys can help you
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- Collect and collate customer perceptions on the quality of your product and services
- Collect and collate customer perceptions on the skills and attitudes of customer facing staff
- Co-relate feedback from customers with observations from call quality monitoring
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| Contact us to learn more... |
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Solution: Determine and Analyze Drivers of your Customer Frustrations |
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| The Celtycs SPADE™ solution allows you to systematically identify and analyze the process and operational drivers behind your customer frustrations. Through its inbuilt business rules, compiled from knowledge gained from several similar business-to-customer interactions, SPADE™ helps you: |
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| Contact us to learn more... |
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Solution: Customer Experience Strategy |
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| Our customer experience strategy solution will help you to quantify how much improved of cash flow and shareholder value will be generated by improving the customer experience. It will build you a business case and a strategy for change that will: |
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- Identify how different types of customers will optimally interact with your organization
- Improve efficiency and customer satisfaction by challenging the demand for service rather than just coping with demand
- Create engaging self service instead rather than just focus on contact prevention
- Reduce customer attrition and churn by both tactically and systematically addressing customer frustrations
- Create more engaged employees
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| Contact us to learn more... |
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Solution: Listen and Act on Customer Feedback |
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| The LimeBridge WOCAS solution allows you to systematically build the voice of the customer into the way it runs and improves its operations. Through a continuous feedback processes it can: |
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- Capture actionable feedback from customers across the whole customer lifecycle
- Increase customer satisfaction and loyalty by improving the customer experience
- Reduce cost of customer service operations by eliminating recurring customer problems that waste operational resources
- Increase your selling proposition by transforming insights into customer driven product and service innovation
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| Contact us to learn more... |
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Solution: Benchmark the Service Experienced by your Customers |
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| How well are your customers being served? Are they getting their answers on time? Are they getting them accurately? Can they understand the options they have? When do they find you frustrating? Is the service provided consistent? Our service benchmarking solution helps you |
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- Assess the effectiveness of your current methods of measuring customer experience
- Trace the experience of your customers
- Identify areas of inconsistency, moments of delight or frustration
- Identify improvement areas within your service delivery
- Benchmark and compare customer experience delivered by you against your competitors
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| Contact us to learn more... |
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Solution: Self service design |
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| How well are your IVR, Web, SMS and Voice recognition self-service applications working? Do you need to improve adoption of self service? Do you want to identify the best self service technologies for particular applications? Our customer self service solution helps you to improve the business case and the return on your self-care investments. It will: |
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- Help you identify the best interactions for self service.
- Reduce failure rates and customers aborting from self service.
- Improve the adoption rate for the self service you have built.
- Create new engaging self service applications rather than focus on contact prevention.
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| Contact us to learn more... |
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Solution: Improve Contact Centre Performance |
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| Team Leaders and first line supervisors are the most critical piece in the performance puzzle. Our contact centre performance management solution helps you get a 10 - 15% improvement in performance in a matter of months by improving their effectiveness. It will: |
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- Optimize team structures and work flow in your contact centre
- Provide you with an integrated call centre reporting and performance management solution
- Free up team leader time to dedicate to coaching and performance development
- Train team leaders to be effective fact-based coaches
- Spread best practice contact handling processes across your centres
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| Contact us to learn more... |
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Solution: Deploy the right number of resources at the right place at the right time |
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| Our resource management solution will help you develop the necessary skills and methods to manage your resources to meet customer demand for service.Our solution will help you |
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- Evaluate your current resource management capability
- Enhance your capability in capacity planning, forecasting, staffing, scheduling and real time monitoring
- Setup processes to continually reduce variances in forecasts of customer demand
- Determine the resource management techniques and tools that are best suited for your business
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| Contact us to learn more... |
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Solution: Make Internal Quality Monitoring an early indicator of Customer Experience |
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| Often internal quality monitoring evaluations differ significantly from external customer satisfaction measures. Typically this is due to company's focus on measuring frontline staff's compliance to procedures and policies and not the impact of compliance on end customers. Our solution provides you a methodology by which you can |
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- Measure compliance as well as its impact on customer
- Setup a quality monitoring mechanism that provides you a robust indication of true customer experience
- Refine policies and procedures to positively impact customer experience
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| Contact us to learn more... |
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Solution: Reduce Contact Demand for Service |
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| Over 30% of customer operations workload in your contact centres, store-fronts and back offices is probably unnecessary. You can significantly improve service performance, as well as customer and staff satisfaction by systematically eliminating the reason for these calls at the root cause Our Reduce Contact Demand solution was pioneered at Amazon.com and has delivered 30% year on reduction in contacts per order. It will: |
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- Show you how you can eliminate a significant amount of customer service workload by challenging demand.
- Establish sustainable customer driven continuous improvement processes.
- Bridge the silos between marketing, back office, and IT to implement an optimal strategy to eliminate, deflect, simplify or leverage value from the contact.
- Bridge the silos between marketing, back office, and IT to implement an optimal strategy to eliminate, deflect, simplify or leverage value from the contact.
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| Contact us to learn more... |
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Solution: Outsourcing Strategy, Partner Evaluation and Implementation |
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| Our outsourcing strategy solution will help you evaluate the best sourcing options available to you to meet customer demand for service. Our solution will not only determine the sourcing strategy but also implement the same in a way that provides superior customer experience. Our solution will help you |
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- Determine whether outsourcing your customer contact is the appropriate option to meet your business requirements
- Evaluate and select the partner companies who can best meet your service requirements
- Institute a governance mechanism for managing the outsourced relationship
- Setup a methodology for continuous evaluation of service provided by the outsourced partner
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| Contact us to learn more... |
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