Customer Service Cost Savings Executive Briefing
Reducing the cost to serve and delivering service excellence are the number one customer service board agenda items. Realising savings of 20% is the minimum deliverable for most organisations.
The question or the real challenge is how?
Calcom Group’s high impact half day Customer Service Cost Savings: Executive Briefing focuses on WHAT can be achieved, HOW best implementation works and the Return on Investment benefits – whilst improving your whole service delivery model.
You will gain invaluable, unique insight to optimise customer service performance, deliver customer service excellence and substantially reduce your cost to serve. Guaranteed.
| Executive Briefing: Customer Service Cost Savings Plan |
| people and performance transformation |
Overview
Discover in only 3 hours the secrets of reducing customer service costs by 20%
Reducing the cost to serve whilst improving customer service is the key business imperative in today’s economic and customer climate.
Calcom, with over 15 years experience, has launched the Customer Service Cost Savings Plan to support organisations in overcoming challenges and achieving goals by pinpointing where and how significant savings can be made – entirely focusing on People and Operational Performance improvements.
Please note this briefing does not focus on technology or outsourcing – it’s all about delivering service excellence at a significantly reduced cost.
This high impact and fast moving Executive Briefing will enable senior customer service & contact centre leaders to investigate and understand the key levers and drivers that reduce costs, increase customer service and improve people performance.
Agenda – fast moving and totally bursting with insight and expertise
| 8.30 | Registration and coffee |
| 9.00 | Service Excellence |
| 9.30 | The 20% challenge – reducing cost to serve |
| 10.00 | Break – networking and coffee |
| 10.15 | Optimising Performance |
| 10.30 | Understanding what ‘great’ really looks like |
| 10.45 | Metrics – making the numbers work |
| 11.15 | World Class Customer Service Behaviours |
| 11.30 | Service Heroes – people performance |
| 12.00 | Inspiring conversations |
| 12.15 | Planning for change – creating the roadmap |
| 12.30 | Q & A |
| 12.45 | Networking Lunch |
Who should attend?
Customer Service Directors, senior customer service and contact centre leaders: heads of departments. This is a unique event and seating is restricted, so early booking is strongly advised.
Natalie Calvert Seminar Leader
Natalie Calvert, Calcom’s managing director – over 20 years experience – leading authority in delivering world class customer service – inspirational and highly respected thought provoker – editor of the Handbook of Call and Contact Centre management – one of the most motivational, authoritative and pragmatic people you will ever meet. Natalie was recently referred to as the ‘Alex Ferguson of Customer Service’ and ‘Scary’. ARE YOU READY?
£50 per delegate includes morning coffee and networking buffet lunch.
Payment options:
Cheques to Calcom Group Ltd, post to Admel House, 24 High Street Wimbledon Village, London SW19 5DX.
Invoice to your organisation.
Payment due in advance, no refunds within 28 days of event. Delegate substitutions at any time. Calcom Guarantee of course applies. Click here to book now.
We just know that as a result of attending the Customer Service Cost Savings Executive Briefing you will take your customer service to the next level and move forward to deliver greater value for money, outstanding service and reduced costs.
If you don’t love what we have to say we will give you your money back. No questions asked – just pure service excellence.
Tuesday 30th June 2009
8.30 registration for 9am start – 1pm
Argentina Room
Regus City Point
1 Ropemaker Street
London EC2Y 9HT
Main tel: 020 8895 4000
Directions will be sent to you separately, with your welcome instructions.
| Session | Outline |
| 1. | The 20% challenge – reducing cost to serve |
| This introductory session sets the scene through real case studies showing how other organisations have achieved remarkable success and transformation – delivering 20% + cost benefits. | |
| 2. | Customer Service Excellence |
| Discover what it takes to deliver truly world class customer service – what’s involved in the journey ahead and the key pillars for change. | |
| 3. | Understanding what ‘great’ really looks like |
| Balancing quality with quantity, performance with productivity and service with cost doesn’t have to lead to compromise – learn the secrets that challenge the traditional customer service model. | |
| 4. | 6Es – optimising performance |
| Calcom’s unique 6E world class model for ensuring your service delivery is maximised, opportunities optimised, and performance significantly enhanced. | |
| 5. | Metrics – making the numbers work |
| Numbers, numbers and numbers – just too many numbers. Understand how to drive performance improvement through robust and insightful performance management frameworks that enable benchmarking, comparative analysis and problem solving diagnostics to hone and pinpoint challenges, opportunities and risks – delivering greater value for money. | |
| 6. | Inspiring conversations |
| The moment of truth – explore the 13 tools and techniques that lead to inspiring conversations. Make a difference to every customer interaction, delight your customers, reduce Average Handle Times, increase First Contact Resolution and get rid of the 25% self created Avoidable Contacts. | |
| 7. | Service Heroes – people performance |
| Getting more out of fewer people is a tough challenge. Multi–skilling goes some way, however, only by changing mindsets, transforming performance and engaging, motivating and activating teams does this really work. Find out how BT Wholesale improved performance by over 15% across their frontline teams. | |
| 8. | World Class Customer Service Behaviours |
| For the first time a world class behavioural customer service excellence model that works from frontline to boardroom. World class is more than a process, more than a new way of working; it is a new way of behaving – and the old adage ‘You can’t manage what you can’t measure’ – is thrown out. You can now manage behaviour for long term sustainable transformation – this session explores how. | |
| 9. | Roadmap for Cost Reduction |
| This session provides each delegate with the transformation action plan – showing the way forward with clear steps to take and how to take staff on that vital journey. |
This action packed, fast moving and invaluable 3 hours will be followed by a Q&A session and a networking lunch.