NelsonHall, one of the most influential research and advisory firms for the global BPO and IT outsourcing industry has identified international services company Serco as a leader in multi-channel Customer Management Services (CMS), (‘Overall’ market segment), within their latest report on this market and also through their rigorous NEAT assessment tool that rates multi-channel CMS providers.
This comprehensive report, by NelsonHall’s CMS analyst, Mike Cook, analyses the trends and drivers that are reshaping how customer management services need to be delivered in different vertical markets and geographical regions. It also assesses the relative capabilities of the leading global CMS BPO providers in meeting consumers’ increasing demands and expectations for interacting with brands via digital and other channels as well as voice. Mike comments, “User organisations are increasingly concerned with enhancing customer experience and optimising revenue generation. Accordingly it is now critical for customer management services vendors to provide services that drive cross-channel customer perspective and enable customers to interact across their channel of choice.”
Within the report, Serco is highlighted as ‘delivering a suite of offerings and platforms that give it a significant competitive advantage within the multi-channel market’. In addition to the report findings, Serco was assessed as being a leader in the overall market segment for multi – channel customer management services, by NelsonHall’s NEAT assessment tool that positions providers on both their ability to deliver immediate benefits and to meet future needs for clients.
“We are delighted to have been named as a leader in the multi-channel CMS overall market segment”, says Bhupender Singh, CEO, Serco Global Services, UK, Europe & Africa. “It is testament to Serco’s continued growth and increasing reputation in delivering transformational customer management services for some of the UK’s leading brands in our increasingly transparent, 24/7, multi-channel digital environment.”
The NelsonHall report also highlights the impact that social media has had on brand perception. Not only does it enable customers to name and shame brands for negative issues such as service or product faults, it is also a key influencing factor in the purchase decision. The analysis also emphasises the need to improve the customer experience by ensuring that interactions with customers, whichever channel they want to use, is of consistent high quality, a requirement that Serco has developed specific domain expertise and capabilities to meet.