Customer Service & Call Centres

Improved Customer Service and Customer Retention

• Do you have to respond to customer complaints according to SLAs?
• Are you charged with the retention of customers?
• Do your teams have to spend time sorting letters, emails and faxes?
• Do you have limited resources?
• Are you facing cost pressures?

We all know that good customer service is inextricably linked with customer loyalty, and so retention. And in the current economic climate, pressure has never been felt more to improve retention levels.

No doubt you have heard every theory going regarding making improvements through staff morale, the value of your employees, recognition schemes, and such like. Which is all very well. But have you given your customer service agents the right tools to work to the best of their capabilities?

Automate the entire mailroom process

- from incoming document to outgoing response 

The benefits of mailroom automation are well known. The ability to automatically identify inbound document types means reduced processing times, which results in improved customer service and ultimately better customer retention.

However, historically, automated document classification has meant only identifying the document type, and as a result the scope of the automated mailroom has been limited. 

Taking the concept further

At TIS we identify not only the document type, but the key fields within the document. This advanced classification enables us to route the document immediately to the most appropriate processing flows for action.

Further, we offer an automated response management solution which automatically identifies the appropriate response, enabling simple ‘click and go’ responses, or escalation to the relevant customer service agent.

Benefits to an organisation:

• Reduce document processing costs by 50% and more
• Decrease average handling times by up to 55%
• Fully auditable correspondence lifecycle
• Self-learning means continual improvements to application effectiveness
• Reduces training costs by minimising the dependency on highly skilled staff
• Automatically feeds self-service websites with current top-rated responses

 

Other things you might want to look at:

Mailroom classification

More about the technology

  

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