HP Enterprise Services has introduced new services, which will help clients enhance customer satisfaction and revenue by optimising the operating efficiency of their contact centres.
The new HP Transformation Services – Customer Engagement Management (CEM) will help enterprises deliver enhanced customer experiences across all channels, such as smartphones, social media and email.
HP Transformation Services will help clients in improving service levels based on customer rating of the transaction experience.
It will also help clients to enhance their bottomline by increasing revenue per transaction as calculated by contacts handled, products sold or revenue earned per agent.
Clients can also benefit from increasing the percentage of calls where higher-margin "add on" features are offered to, and purchased by the customer.
HP consultants analyse the current environment against industry benchmarks to assess the quality and effectiveness of a client’s contact-center operations and then identifies areas for improvement.
The company has also introduced a roadmap to implement the business process changes. The roadmap closes the gaps between current and future states of the contact centre while balancing investment, benefit, timing and risk.
HP also provides mentoring and support services that are designed to help clients get the most out of their implementation.
HP Business Process Outsourcing vice president Danila Meirlaen said contact centres must transform to meet the needs of customers who expect a personalised and customised experience.
"HP consultants help drive this transformation based on our deep heritage of contact-center operations, industry experience and global presence, assisting clients so they can increase revenues and customer satisfaction," Meirlaen said.
