How can you keep your customer service levels high,
whilst lowering your costs?
Some economists believe that we could be about to enter another recession. If this is the case, then most business will find themselves faced once again with the dilemma of what to do with their customer services.
The paradox is that they desperately need to ensure they do not alienate any of their existing customers by offering a reduced level of care - this could put them at risk of losing that client. However, as the period will be tainted with the tightening of belts, costs need to be kept to a minimum if the business is to survive. In situations such as these, CRM departments are all to often the ones to feel the squeeze, and it is the business' customers who suffer!
"Corporations are increasingly looking to drive cost out of their businesses, particularly with a recession looming, and with global competition intensifying" says Matthew Vallance, GM for CustomerAsset in the UK, a global eCRM (electronic customer relationship management) company. "UK businesses could save considerable amounts of money by locating their contact centre operations in India, whilst improving productivity at the same time."
With six million people in India enrolling in higher education each year, the availability of skilled graduates with a good command of the English language is in plentiful supply. Strategically it makes sense because it is reasonable to expect bandwidth prices, the single largest element of the Indian offshore operator's cost structure, to reduce over the coming years at a rate that will more than compensate for any salary inflation.
Matthew is available for interview to discuss:
- How CRM can become an inexpensive but extremely productive part of the business
- The opportunity India presents to the CRM industry
- Why India can give UK businesses the advantage they need to stay in the game should a recession hit
Matthew can also address:
- Data mining of customer data
- eCRM strategy issues
- Data base management
CustomerAsset is a global eCRM company providing customer interaction and database management services to businesses in the UK, US and India. Headquartered in Bangalore, India, CustomerAsset.com is funded by eVentures India, a joint venture between SOFTBANK, epartners (100% subsidiary of News Corporation) and P K Mittal (Ispat Group). CustomerAsset's services run the entire gamut of the eCRM spectrum including inbound and outbound customer interaction management, data mining, and campaign planning and fulfillment.
For more information please contact:
t+44 20 8323 8028
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