Publicis Solutions – Call And Contact Centres

Publicis Solutions Call and Contact Centre Solutions Publicis Solutions is an Australian based Call And Contact Centre provider. We provide complete Call and Contact Centre solutions to Australian based businesses who want to keep their Call and Contact Centre operations in Australia. We create long-term relationships with companies so that our clients and their customers get the best out of our service. Most importantly, we value Australians talking to Australians. That means a high level of service and a great experience for your customer.
Why Publicis Solutions? Expertise As part of the Publicis Groupe, we have global experience in the communications industry. For over 13 years we have provided contact centre solutions to a multitude of clients, establishing long-term relationships between organisations and their customers. Our core business is customer contact centre management – phone, email, web and data imaging We manage the contact centre for a major Australian-based client; chances are you’ve spoken to us before As part of our best practice policy, we are continuously expanding our knowledge in best practice customer service We understand the importance of satisfying customers beyond their initial purchase and developing long-term loyalty Put simply, you know your own product and we know how to treat your customers – we can develop a customer service strategy that will enhance their experience when dealing with your organisation. Technology/Infrastructure Establishing your own contact centre technology and infrastructure can be expensive and time consuming. We already have the knowledge and infrastructure in place, saving you time and money. We can create and develop the direct relationship with your customers over multiple forms of media including email, web, phone and mail Our ‘SMART’ document imaging concept has allowed us to increase accuracy and reduce operational cost Human Resource Management and Employee Education Publicis Loyalty is a Registered Training organisation (RTO) who can recruit, train and develop staff to add value to your brand. We educate employees to know how to build rapport, solve problems, make decisions, create positive outcomes and promote your brand. We also create career paths for employees through the delivery of qualifications. We believe this contributes to our low employee turnover rate which is 40 per cent below the industry average. We will employ the right people to represent your organisation. Customer Relationship Management (CRM) and Reporting We can develop CRM systems and reporting to gather important information about your customer base. Customer service is an integral part of any business as demonstrated by Australian manufacturers increasingly adopting the Careline practices of leading UK and US organisations. Interacting with customers regularly gives marketers a great opportunity to gather data that can help them develop products and services. Cost Effectiveness Our business is contact centre management. We have already invested in technology, facilities and training, and as a result developed experienced and knowledgeable staff. Our partners and strategic business relationships allow us to provide quality service in the most cost effective way for your company. We have reduced the operating costs of a major client by 13% We have increased sales for our clients in excess of 80% Management Whether you’re a marketing specialist or business manager, you can rely on us to be your customer service expert. Save yourself the time, expense and worry of coordinating a customer service team and allow us to manage it for you. We will manage all aspects of your customer service needs from recruitment, training, remuneration, facilities, systems, databases, customer recovery and quality control.

Why Call and Contact Centres are important for your business? Customer service is the new marketing Customers have taken the time and effort to contact you and provide you with feedback on your product or service. You need to be ready to receive that feedback and act on it. Not only can you improve the product and services you offer, but you can predict future trends and modify your offering to increase sales. Support is 50% of the product When you sell a product or service you are only at the beginning of a relationship with your customer. Through our experience we have seen customer service evolve from complaints handling to an information based service. Increase the value of your offering In marketing the main aim is to create value and communicate your offering to the consumer. By providing quality customer service you have the opportunity to add value to your product. By expanding communication channels and removing the barriers between organisation and customer, you will have the means to allow customers to contact your organisation through whichever channel they feel more comfortable. Remember, it is ensuring that the lines of communication remain open that provides you the best opportunity to listen to your customer’s voice. It costs more to lose a customer than it does to keep them We’ve all had a bad experience with a product or service at some point, but what really shapes our attitude is how that company deals with the problem. Word of mouth is the most effective form of advertising, so when your product comes up in conversation, ensure your customer is promoting it and not poisoning your reputation. Customer service and branding Every product has a service component. Your whole product may be a service offering. It is important to know how your customer views your service as part of your brand. Brand is all about image and identity, and from the moment a customer tries to contact you they are forming an opinion. The time you take to answer, how you respond and whether you show empathy for the customer will shape their impression of your brand. Personalising your brand Too often large corporations are seen as cold and faceless. Take the opportunity to turn that image around and create a positive image for your company. Let the high level of customer service reflect the high quality of your product. Good customer service equals higher customer satisfaction What happens when a customer is dissatisfied? They defect and look elsewhere for a company that will satisfy their needs. Today, technology such as the internet makes it easy for customers to find information and competitors who offer more value. A customer who has a good experience with a company, however, will remain loyal. If a customer perceives a company to have gone above and beyond what was required, they are likely to stay loyal for life. People will always want to talk to people Online self-service has its limitations. There are times when a customer needs someone to listen and show empathy towards their situation. Personal service is an opportunity for your company to show it cares about their customers.