The first two stages of data quality boot camp helped teach you how to collect better contact data on your website and in call centers, but your work isn't over yet! There are many more places where you can collect customer information, including the good old fashioned in-person experience.
Thirty-nine percent of organizations collect customer contact data at physical locations. Data is typically collected by an employee at the point of sale, but can also be entered into a kiosk by customers. In either case, human error is the number one culprit of bad contact data being collected.
In our first blog post in this three-part series, we discussed how you can take the first steps in your data quality boot camp program: tackling bad data collected through your website. But how do you manage issues within other channels? Here we’ll focus on managing data quality in your call centers.
Calling out call centers
No matter what type of organization or industry you’re in, at some point, a customer may need to reach out to a call center. But because of disparate systems, a customer can have an entirely different experience with your company on a website vs. when they call you.
Did you know that on average, U.S. companies are collecting data from customers in more than three different channels? With all that data coming in from different places in different formats, it’s no surprise that 85 percent of U.S. companies believe their bottom line is affected by data issues.
Kicking your data into shape
Our databases are hiding a dirty secret—bad data. In this three-part blog series, we will explore three channels where bad data is collected and share how you can kick your data quality strategy into shape.
We live in a world in which people want and expect information at their fingertips at all times through all channels. In the utility space, it’s no different, and especially important during on-boarding, when you first start a customer relationship. Not having a quick and efficient on-boarding process can mean a poor customer experience and significant increases in operational inefficiencies.
A customer’s first impression of your company happens when they start services. That’s why it’s so important to make the on-boarding process as quick and efficient as possible.
Here are three primary reasons that your customer on-boarding could be problematic (and some simple ways to avoid issues):
In today’s digital age, data is king. Companies are now warehousing higher volumes of consumer data through more channels than ever before. This data is helping to improve the user experience and customer satisfaction, facilitating more intelligent business decisions and generating overall gains in revenue.
With such high volumes of data being collected, businesses are also faced with the reality of a lack of data integrity and data accuracy. A high level of inaccurate data puts limits on how data can be used, which creates lost time, money and opportunities.
One way organizations can improve accuracy is by utilizing contact data validation. Software tools can be implemented at any point of capture to ensure the accuracy of valuable customer information, such as email address, mailing address and telephone number. This translates to decreased costs and resources associated with incorrect contact information.