Business and Technology Services Provider

Archive for the ‘Contact Center’ Category

For every small or large business, customer satisfaction is of prime importance. To achieve this goal, business persons need to deliver quality services and real time support to meet the needs of their business growth. In current business scenario, time is an important factor. Whatever quality products you offer, if these are not delivered in real time; you are always confronted with the very risk of losing your customers. So, for a successful business process you need to response to your customers’ queries as soon as possible since you’re in a competition. Being in global market brings more complicated questions in the minds of business owners since in such a situation, there is a time difference but you have to have work according to the timings of your customers. This is the factor, which helped outsourcing emerge as a core business need.

And, this issue of customer service is not limited only to the U.S. Similar to their American counterparts, a majority of the consumers in all other countries surveyed felt customer service is the most crucial area for companies in the current economy. But they were equally concerned about the lack of focus on this key area.

Every company today has one or more ways of providing customer service. So if you are a senior customer service executive and wondering why all that investment is not yielding results – think again! In my opinion, the reasons for failure of customer service could be:

Not ‘listening’ to the customer: It’s very important for the agent handling the call to understand what the customer needs and not just hearing them. This will depend on the quality of the call flow diagrams and on the regular training provided to the agent. Feedback from internal quality monitoring and customer satisfaction surveys needs to get to the agents in a timely manner, so that the feedback loop and improvement cycle can work properly.

Too much emphasis on AHT: Every agent has a target Average Handle Time (AHT) at the contact center, which is guided by the call flow diagram. If these are not reviewed periodically to ensure that customers are getting enough time to express their concerns and the data is being captured accurately, then customers will most likely leave dissatisfied.

Outsourcing customer centric services and other part of work is more of a need than trend now. It is a very important decision which could have an everlasting impact upon your work operations, market reputation and profitability. So, we present ten tips for you to ponder upon to consider before you close on the search of the right call center outsourcing partner for you.

1) Experience and Expertise: The trend of specialized services providers call centers is gone long ago. Seeing the times of increased competitiveness and advances, BPOs have become multi-speciality contact center and one stop shop for all your business needs, however you need to know that they have the capabilities, infrastructure and manpower to do so. Along with that they should have proven track record to back up their claims and promises. Check their references and talk to their previous and existing clients to know more about their service policies.

2) Price: Always make it a policy to compare the prices with other vendors regarding number of agents, call charges, technology deployed and set up. Check with your vendor, if the prices are based on the actual usage. Always make sure to check the SLA and read between the lines before signing. Just for the sake of prices do not compromise with quality of services and your brand image.

Call handling is how the call center or answering service handles inbound customer requests (including contact center requests via phone, email, live web chat, etc.). There is a process to call handling that is a basic framework. Each account , and it changes depending on when the call is fielded.

The first step of call handling is the actual handler takes the call, notes the severity and area of expertise of the question, and forwards it to the proper representative. This person is usually inside the call center, fielding calls during or after business hours, and needs to know the sections of the company inside and out.

Once the call has been forwarded, either an automated system or a call center representative picks up and talks to the caller. This is where a bulk of the call is attended to and where most questions are answered. This step can be to whatever section of the company the caller needs to inquire about, or even to a sales representative for an order. These are the call representatives that will make the bulk of your money for you over the phone.

Laser Eye Surgery

A minimally invasive laser treatment which reshapes the cornea and helps the eye to focus properly is the laser vision correction of the eye. This treatment is effective enough to reduce or eliminate the use of contact lens or eye glasses. Laser Surgery is an operation performed with a beam of light rather than a traditional scalpel. The radiation aids the surgeon to cut through tissues, cauterize a wound or repair damaged tissue. A laser beam can operate delicate tissues as it can be focused on a particular area. Surgery, generally is correcting a part of the disfunctioning human body. But with the advancement of years, surgery does not just save lives but creates or recreates the beauty of the human anatomy.

Laser Eye Surgery
A minimally invasive laser treatment which reshapes the cornea and helps the eye to focus properly is the laser vision correction of the eye. This treatment is effective enough to reduce or eliminate the use of contact lens or eyeglasses. Lasik surgery stands for Laser In-situ Keratomileusis. It changes the shape of the cornea and the clear covering of the eye with the use of an excimer laser. It corrects the refractive errors. Microkeratome is the knife used to cut the covering of the cornea.