Capita Helping Its Customers Move From Failure To Value Demand With VoiceSage
Outsourcing contact centre leader says proactive tech delivering real benefits to its tier one clients
Dublin & Birmingham, 24 January 2017 – Customer engagement services leader VoiceSage is pleased to announce that Capita Customer Management, a leader in the UK outsourced customer management services market, says its technology is helping contact centre clients in multiple sectors improve customer service.
Capita Customer Management is using VoiceSage’s proactive insight solution suite of technologies – Interactive Voice Messaging (IVM), SMS and VTM (Visual Text Messaging) – to help improve C-SAT (customer satisfaction) for clients of its outsourced contact centre work.
The VoiceSage functionality is offered as part of a set of options, either in full combination with Capita’s data analytics products or standalone.
“VoiceSage is a great fit for us and our clients,” confirms Capita’s Quality Insight & Strategy Manager, Michael Cheng. “VoiceSage complements our analytics engine and helps our clients deliver a variety of proactive customer contact functions.”
The main business drivers of using VoiceSage’s proactive engagement methods for Cheng and his team are to move customer outreach from failure demands (‘Why hasn’t my delivery happened?’) to value demands (‘I’d like to order more goods from you’).
“Our clients’ customers really appreciate getting up-to-date, accurate information about things like delivery time or engineer visits, which really ups their appreciation of the brand and its service,” Cheng says.
“VoiceSage is really helping our users in terms of reducing their overhead from a C-SAT point of view,” he adds.
Capita Customer Management also says use of VoiceSage is being found to better control the volume of in-bound contact centre calls, which are expensive to process and which increasingly are only for those service queries that cannot otherwise be automated.
“It’s a great, very powerful offering. We’re very happy to be working with VoiceSage,” Cheng says.
To find out more about how VoiceSage’s helping Capita’s big name customers move from service failure demand calls to service value demand calls, read the latest VoiceSage blog here.