UAE firms 'can trim churn costs'
Dubai, January 23, 2011
UAE businesses have the potential to save more than 50 per cent on customer support costs and reduce 'churn' (in-out customers) rate by automating 80 per cent of manpower interaction, said an international customer outreach expert.
'These organizations can achieve more savings and provide a better customer experience by adopting automated systems which provide information and support on-demand, instead of using human intervention,' remarked Steve Mitchell, regional director of the newly-established regional office of ArtiSol in UAE.
A leading multinational contact channel optimization and content delivery management solutions provider, ArtiSol has appointed Emirates e-Management, a leading IT solutions and consultancy vendor, as its representative in the UAE.
“Customers should be allowed to resolve their issues with least possible effort. In an effort to reduce costs and manage ever growing numbers of customer inquiries, as much as 40 per cent of UAE’s large enterprises are outsourcing their contact center operations, or are in the process of doing so,' he added.
According to him, ArtiSol’s solutions fit any organisation. 'They target banks and financial institutions, government agencies, telecom operators, airlines, retailers and other SMEs that generate a large volume of inquiries from customers,' he stated.
On its new partner, Mitchell said 'Emirates e-Management is the ideal company to represent us, as it has a track record in serving an array of government agencies in the region.'
'We are confident that together we will succeed in bringing about huge improvements in customer service in the UAE. We have already seen a great deal of interest since ArtiSol’s UAE office was opened three months ago,' he added.
Dr Walid Al Baker, CEO, Emirates eManagement, said the UAE is moving rapidly towards excellence in customer satisfaction, with a focus on offering customers an experience rather than a service.
'This is where ArtiSol solutions fit it. The solutions don’t replace current systems; rather they integrate the new system into the old one. They don’t cut back on employment but use their employees’ time more efficiently by confiding the human intervention to complex queries,' he added.-TradeArabia News Service