For more information contact:
customercaresolutions@avanade.com

Customer Care

A study by a leading contact center research group revealed that customer call resolution is among the top 3 factors that have greatest impact on total customer satisfaction and hence customer loyalty and return on investment.  Additionally, the study found that those customers who did not resolve their issues were 8 times more likely to defect from doing business with the company. 76% of those customers having a negative experience shared that experience with other potential customers, compared to only 46% of those with a positive customer experience. Bottomline – First call resolution is essential to increase customer loyalty and to improve positive experience sharing through word of mouth.

Avanade uses Microsoft® Customer Care Framework (CCF) to provide next generation customer care solutions that not only improve first call resolution, but improve customer satisfaction and allow customer service agents to spend more time cross-selling and up-selling customers, thereby improving contact center ROI.

Avanade in collaboration with its parent organization, Accenture, provides end-to-end business and IT consulting services for Microsoft® CCF such as business case justification, planning, design, architecture, implementation and on-going operational support. Avanade has successfully delivered projects using Microsoft’s CCF technology for global enterprises with contact centers ranging from 500 to 5000 customer service agents.