When customer management processes cross various systems, departments and third party suppliers, a consolidated view of customer contact becomes difficult. Customers can be overwhelmed by the level of contact they receive (by SMS, IVR or email) from departments working to achieve their own individual targets – this often results in an influx of customer complaints and, ultimately, reduced retention rates.

Channel Control provides a consolidated view of customer contact. It provides large organisations with a single view that spans the whole business, allowing analysis of customer contact and response.

Benefits include

* One single view of all activity (SMS, email, IVR, letters, agent calls and customer responses) across the whole business at an account and customer level;
* Spam prevention – implying a single policy across the organisation with regards to outbound contact (e.g. no more than 1 marketing message in a week);
* Coordination of contact campaigns between disparate departments;
* Extraction of insightful information about customer behaviour (e.g. the most effective time to make contact);
* Refinement of outbound strategies through the ability to profile, segment and analyse customer behaviour;
* Clear view for auditing and staff disciplinary or training purposes;
* Ability to diagnose and resolve customer complaints and issues.

Telrock’s Channel Control solution has a proven track record, with users reporting improvements in customer experience, increased customer retention rates and reduced unnecessary outbound contact through the refinement of their contact strategies.