In business to consumer contact, the likeability factor is decisive: does the person calling or communicating via new media know how to hit exactly the right note with the customer? In this area HMS invests extra time in preparation in order to achieve results. We test the quality of the campaign, the target audience, and which agents are best for your job.
Thanks to our automation, your campaign benefits from maximum efficiency.
Why is this technology important?
- Data analysis allows us to trace the best scoring target groups.
- We can pick the best times to call back.
- Making recordings proves that regulations are being complied with.
- You receive timely, high-quality reports on operations and results, in the format you prefer.
Better and better thanks to fact-based advice
HMS uses state-of-the-art automation which permits smart analyses to be made from large amounts of data. Based on what has been done and what we see happening in the campaign, you receive recommendations on the campaign’s quality and target audience. We also use this data to select the best agents for the campaign. The final goal is to increase quality and volume, and achieve better results. With this knowledge from the preparation stage, your campaign can be rolled out more successfully, whether with HMS or multiple parties.
Better due to the right selection
We only select and train those agents who are in tune with your product, company or project, because knowledge, enthusiasm and commitment communicates your message to consumers better. One campaign might benefit from an agent with technical knowledge, while another campaign needs an agent who can think outside the box and put a smile on the consumer’s face.
Our agents always perfectly suit your target audience and subject matter, so they can pick up the signals hidden behind an answer. That is precisely why they are better than average in regaining customers and up-selling and cross-selling.
The quality of the result is also guaranteed by our reward system. HMS does not link bonuses to results, because in practice that often leads to overselling with disgruntled customers and cancellations as a consequence. What we do use? An incentive system to achieve certain quality standards. In a benchmark compared to others, this can mean that HMS achieves a lower gross score, but that the final net result is much better: fewer cancellations, and better retention.
Decisive in the preliminary phase
HMS is often contracted to test the quality of a campaign and its target group. In this pilot phase, the automation requirements and agents who best suit you are identified. After carrying out this test, we draw up advisory recommendations on quality and success factors.