Drs. Paul Harts

Paul Harts, MSc studied Science in Public Administration and Data Processing at Twente University. After completing his Master of Science in Public Administration he worked with KPN. By deepening himself in data mining for marketing aims, he learned quickly how continuing assumptions cannot be confirmed with research and facts. Thus, for example, your largest customer seldom is your most profitable customer, and your loyal customers are not, by definition, more profitable than those less loyal.

Along with this is the idea that delivering a quality higher product is seldom more expensive than delivering a quality average product. The greater amount of money can be earned paradoxically by raising quality. Quality management of customer contacts in call centers is his favorite subject. Mr. Harts criticizes Newspeak, in that a call center should be a call center- not all of a sudden a customer relation center.

With this “no nonsense” treatment, Mr. Harts has helped a large scale of Dutch and foreign companies with setting up, and thus getting their customer care/service and quality policies in order. He therefore has had a wide range of experience in order to speak of these subjects. At present his company serves Essent, Rabobank, ABN AMRO, Mediq and Ziggo.

He speaks easily and sound on subjects such as customer loyalty, quality monitoring and telephone call center management. He himself has designed, adapted and also managed several of these. On this basis, he was invited as a guest lecturer to INSEAD in the field of customer care.

He is author of the following books: 'Juridische Aspecten van Kwaliteitsmonitoring' (Legal Aspects of Quality Monitoring, 2006) and 'De Relatie Tussen Kwaliteit en Average Handling Time' (The Relationship Between Quality and Average Handling Time, 2007).

Mr. Harts’ presentations are slightly provacative. For example, he quotes “the fastest way to bankruptcy is to satisfy all your customers‘ needs.” In this, he tries to get his audience to think effectively. Although his speed suggests otherwise, his statements are backed with much credibility- with facts and relevant research. The latter has thus made him a “myth-buster” in the customer contact arena, and he proves to his audiences that these myths indeed may cost organizations large amounts of money.

Paul Harts is able to give participants seemingly small tools, with which they can as a whole reach and impact large organizations, with concern to increase in the quality of customer experience and lowering of the total costs.

Topics

*Custom care

*Customer contact

*Contact centre

*Call centre

*Call centres: Why are they inevitable, and how do you manage it?

*The relation between quality and time of calls and e-mails

*Legal aspects of quality monitoring

*Quality assurance in contact centres

*CRM: Why does 50% fail and can I save my investment?

*Event based CRM: How do I relate CRM with the perspective of my customers?