SOCAP International

SOCAP Blog

  • Key Issues: Pharmaceutical & Medical Devices

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Retail & Consumer Goods industry session:

    Pharmaceutical & Medical Devices

    • Customer Satisfaction – majority of companies focus on phone only
    • Quality Monitoring – variations across centers and sites; majority measure monthly
    • Uniqueness of pharmaceutical/medical devices industry – training cycles, attrition, deviation processes, definition of successful call, not ROI based, complaint management process
    • Handling regulations and continuing to deliver quality
  • Key Issues: Retail & Consumer Goods

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Retail & Consumer Goods industry session:

    Retail & Consumer Goods

    • Measuring customer satisfaction – 50% collect daily and others monthly
    • Quality monitoring
    • Tracing issue resolution performance to target timeframe
    • Average cost per call $763
    • Correlation between end-user satisfaction and handle time
    • First call resolution – 70% do not track
  • Key Issues: Food & Beverage

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Food & Beverage industry session:

    Food & Beverage

    • Priority Setting
    • Quality Monitoring
    • Governance (FDA, FTC)
    • Recall Management
    • Emerging Trends
    • Adding Value w/More or Less
    • Correlation between quality and First Contact Resolution (FCR)
    • FCR as part of cost-per-contact
    • Measuring ROI – coupons
    • Transition from Phone to Social Media
    • Customer Satisfaction – measuring it and doing it right; connection to quality monitoring
    • Metrics for New Consumer Channels
    • Chat – how to reach different audiences and what it means
    • Lifetime Value of Consumer
  • Key Issues: Household & Personal Care

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Household & Personal Care industry session:

    Household & Personal Care

    • Quality Monitoring – a “yes” doesn’t always mean a structured program
    • Use and management of social media
    • Operational Metrics for efficiency -
      • Doing more with less
      • Use of technology to drive efficiency
      • Managing consumers’ perceptions during crisis situations
    • Measuring occupancy vs. utilization – companies use different terms
    • Ways for consumer affairs to gain respect of customers that result in buy-in for programs/service targets and budgets
  • Key Issues: Travel & Hospitality

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Travel & Hospitality industry session:

    Travel & Hospitality
    . Doing More with Less
    . Maintaining quality and turnaround time with less staff
    . Managing customer expectations with media and government pressures
    . Customer Satisfaction - impact of scoring and tying to revenue
    . Agent retention practices
    . Evolving process management
    . Complaint Management - providing a speedy resolution