Media and communications firms are being revolutionized by new business models and technology, such as streaming, cloud-based storage and usage, and various mobile devices to utilize media types. And in the same way that power utilities are expected to be “always-on,” so are media and communications services.
Executing a compelling customer engagement strategy is essential to address the challenges described above. Concentrix partners with clients to deliver end-to-end customer engagement services to address the following areas of your business:
- Field support dispatch management
- Digital transformation
- Churn analytics
- Omni-channel enablement
- Annual revenue per unit optimization
We’ve streamlined front- and back-office and industry-specific processes to provide the highest value from every customer engagement to deliver improved business outcomes.
Solutions for Media and Communications
Customer Experience: Aligning Customer Demand With Delivery
Voice-of-the-Customer (VOC) inputs, coupled with superior technical and product support and customer effort scoring, ensure that product creation and customer demand are aligned, and that customers can find and utilize the products you produce. Matching customer demand with experience delivery and product leads to stronger customer brand loyalty and reassures consumers that they have made the right purchase decision.
But every customer requires a customized experience. The demand for personalized distribution of products and solutions is your consumer’s choice, not yours. To address this need for customization, we generate needs-based customer segmentations coupled with customer support. Concentrix helps you provide customized service delivery by level, channel and consumer type, a key differentiator among your competitors.
Revenue Generation: Leveraging Empowered Customers
Because consumers are savvier and more empowered and demanding than ever, modern products require more integration, compatibility and breadth of features. In such a complex climate, enhancing customer engagement and providing excellent customer support are the keys to gaining a competitive advantage. By doing so, you not only foster loyalty, you also open the door to expanding your revenues by selling extended service contracts and related products. Our continuous market monitoring enables us to anticipate changes in the marketplace and to capitalize on the opportunities those changes present. In every circumstance, we’ve sought to transform the customer experience by providing the highest value in every customer interaction.
We approach market challenges as opportunities, with a balanced use of technology, know-how, and operations focused on our clients’ desired business outcomes. This applies to experience delivery initiatives, cost optimization efforts, or revenue/growth initiatives.
Service Optimization: Delivering Tailored Engagements
Service is obviously a cornerstone of great customer experiences. However, many organizations deliver a generic support experience that is not tailored to the unique needs of its customer segments. Our services are easily tuned to your customer’s specific needs. Beyond the expected service outcomes of customer satisfaction or revenue generation, Media & Communications providers rely on specific results that drive customer satisfaction. First call resolution, total cost per incident, or minimizing service returns are just a few examples. As your partner in delivering these outcomes, we develop effective and coherent strategies tailored for your organization, helping you reach long-term goals.
We optimize media and communications services with our Engineered Design for Global Excellence (EDGE) methodology. It’s a continuous innovation approach to the processes that underlie your business model. It’s a proven method to identify process modification opportunities across your go-to-market channels and throughout the customer lifecycle.
EDGE initiatives typically span multiple processes/functional areas and include:
- Policy optimization
- Process optimization
- Segmenting or pooling of resources
- Contact issues such as: avoidance, deflection, routing & optimization
- Training, Quality and Sales programs
- Improved diagnostics and issue resolution leading to savings of over $1.5M in reduced Truck rolls for UK Service provider.
- Improved remote troubleshooting – reduce router dispatch cost by over 100%
- £3 increase in monthly average per-user subscription through cross-sell/upsell initiatives for UK telecommunications company
- Reduced churn rate, resulting in the retention of approximately 4,000 subscribers per month for North American telco provider
* Examples of benefits received by Concentrix Media & Communications client base.