Contact Center Solutions Featured Article

September 30, 2009

Contact Centers of America Offers 'Extreme C-SAT 2.0'

By Brendan B. Read

Senior Contributing Editor

Customer satisfaction, treating customers as renewable resources by giving them the service they need is now the key to business success. It is more profitable to keep current buyers happy and loyal than to continually seek new ones. The days of strip-mining customers and moving onto fresh territory are over. There are no more undiscovered new sources of buyers.

The trouble is that other companies are getting the same message about customer satisfaction. The challenge is moving beyond present methods and practices to gain a competitive edge. The more loyal the buyers, the more they spend, the more profitable you become.

Contact Centers of America (CCA) has developed just that solution with “Extreme C-Sat 2.0”, which it says is designed to change the dynamics of contact center services and move beyond current levels of accepted customer satisfaction. CCA is intimately involved in their customer’s businesses – working in partnership to define, develop and implement the necessary response and service to ensure extreme customer satisfaction.

The three key elements are different from today’s standard industry practices:

* Innovative technology: the design and implementation of support systems that use state-of-the-art hosted on-demand technologies i.e. leading edge, innovative and flexible

* Consultative solutions: the consultative solutions-oriented approach delivers customer satisfaction. This is used to analyze a customer’s needs to provide contact center solutions, not as a commodity or body shop, but to ensure the assets of CCA are applied for the greatest customer benefit, CCA shares and helps to implement best practices

* Delivery model: CCA has developed a workforce model using American “natural human resources” such as college students, veterans, retirees and special needs individuals, such as the sight impaired (unique in nature, not standard brick and mortar)

Extreme C-Sat 2.0 is a unique combination with all three of these components required to support the customer experience that is currently lacking in the marketplace.

“Customer loyalty is decreasing, and churn is sharply increasing due to the lack of expected delivery in the customer experience,” said Joe Jacoboni, president / CEO and founder of CCA. “CCA is determined to elevate the focus of customer service and technical support so people are satisfied by the contact, whether telephone, e-mail, or chat. CCA’s “Extreme C-Sat 2.0” is breathing new life into the contact center industry.”

“The real value of a contact center is to help an organization deliver customer satisfaction, build loyalty and maximize customer retention,” said Diane Johnston, managing partner, Kenzler and Associates Inc. “Kenzler and Associates is helping CCA build the best solution available that provides a new way to deliver customer satisfaction.”

“The customer experience must change to respond to the expectations people have so they are excited about and do not dread their contact center encounters,” Jacoboni continued. “We understand first-hand the cultural context and experience that is necessary to provide extreme customer satisfaction to customer’s here in the U.S.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Stefania Viscusi

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