Connecting an ADF with CCM at the Call Centre

Businesses communicate with customers at several critical touch points: the regular monthly bill or statement, informational and promotional direct mail, the Web, the customer call centre – even through voice recognition, self-help systems.

If each of those customer touch points was coordinated with the others and presented to call centre agents in a user-friendly, actionable way, it would generate multiple benefits.

Inbound customer calls concerning billing matters, late statements or cheques could be resolved quicker – or avoided entirely. Outbound collection calls would be unnecessary if businesses could determine whether customer cheques were already in the mail. Targeted cross-sell and up-sell could take place during customer calls with an accurate view of 1:1 marketing messages. Businesses could deliver finely tuned and timed telemarketing around outbound mailpieces.

For the highest level of service and efficiency, call centres must be connected to all customer communications. Unfortunately, many organisations are missing instant access to mailed customer document content – a valuable customer touch point – and outbound and inbound delivery status information.

Pitney Bowes’ Customer Communication Management solutions can take tracking details regarding both outbound and inbound mailpieces and messages, even exact representations of their contents, and link them with the Call Centre. Agents get quick access to the information they need such as claims, credit cards, and payment status, or even late fee and billing disputes. As inquiries are resolved easily, customer relationships grow stronger.