Today's customers are increasingly intolerant of poor service,
more willing to switch providers and have rising levels of expectation.
Against this backdrop and in an increasingly competitive environment,
meeting customer expectations is both more important than ever
and more difficult to achieve. Princeton works with its customers
to improve the processes and technology that support all points
of customer interaction with the aim of meeting customer expectations.
Quality and efficiency are the driving forces behind the success
of every call centre. But when companies rely upon you to provide
such an operation, and manage their most prized customer relations
and potential sales prospects on their behalf, the standard
of these services has to reach new heights in professionalism
and responsiveness.
When leading Nordic call centre services provider Telia Direct
Response Services (DRS) decided to seek a sophisticated workforce
management system to enable its centres to continue delivering
the ultimate in quality service, the division turned to Princeton
Consulting.
Princeton worked closely with DRS management to select and integrate
the chosen solution to enable the division to monitor agent
performance against set service level agreements and make necessary
adjustments to their schedule.
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“We
selected Princeton because they shared our passion for providing
a superior customer experience. Princeton has remained a committed
partner working with Allders to achieve their long term objectives
rather than for short term gain.”
Richard Ussher-Smith, Director of Business Process Improvement, Allders |
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