Category: BPO

What exactly is customer service? Customer service is basically ensuring that customers are provided with the services

As desired by them .It is the assistance that is extended to them ensuring quality, assistance and satisfaction.

The difference between good and bad customer service is usually very subtle. Not really overt but something minute hovering on the edge. More often than not it is nothing but the lack of human emotion .Customers are human beings with the same set of expectations as us .When we are asking for paid services we have every Right to get the best of the service .So what basically involves good customer service .Let’s look into the factors paving way to good customer service.

1) Promptness

On time delivery of customers demand is the first step towards a good customer service.

Delays and cancellations can be the worst spoilers in the customer service game .When we talk of services nothing puts a customer off than consistent delays in delivery of services requested .We can have a loyal faithful customer for life just by on schedule delivery .How hard that can be ! Well not all situations are same and some delays are inevitable still they can be compensated by a prompt assertion and recognition and at the earliest delivery promise .Anything to ensure that we do not lose that precious customer .All the leading call centre/BPO companies will swear by the mantra of on time delivery.

2) Personalised services

What is it that makes a customer service stand out .The single most important factor would have to be personalised solutions .Everyone loves attention to detail, customised solutions and going that extra mile for them feeling .This is what comprises a wonderful customer service. In today’s era of social media, word of mouth publicity and mass spread of information a word from a customer can go that extra mile.

This is the reason why so extensive customer surveys are being conducted to get to the bottom of the issues .To know the customer first hand.

It is but natural for a customer to get captivated by the attention to detail, tailor made solutions / services just for them .The feeling of enthral that follows not to mention the rapid increase in business are but the icing on the cake.

3) Human emotions in the deal.

As Maya Angelou said “People may forget what you said to them, what you did to them but they never forget how you made them feel “.

The same quote fits for today’s modern age customer. Human emotions play an important role in delivering better customer services .Adding that extra human touch to a smooth business like conversation can be a deal clincher .It is the subtlest of human touch in the conversation which lingers with a customer for long .Why is it that every call centre /BPO insists on a calling script with an opening line of How are you doing today?

Sometimes that can be a good ice breaker and can let on the free flow of conversation .While on the other hand mechanical, robotic conversation can nip in the bud

A prospective bonding with the customer .Making a customer feel important in the conversation is a big yes if we want to continue to do business with

the existing customers and the new ones .Everyone has that innate desire to be put first and get the requisite attention .It is but what a customer expects . Going that extra mile for them can take the business forward thousand fold. Making that odd exception to the customer, that smile on call, empathy and suitable responses can be the subtlest of factors influencing a customer positively.

4) Solutions that are out of box

Subtle things like not making customer repeat things again and again, a little show of empathy ,saying appropriate words of appreciation and consolation , making call endings more humane with phrases like ” is there anything else i can help you with ” ? A little peppering of call with human emotions, assuring the customer of a resolution and following up on that can make all the difference in the world. One has to think out of box and putting empathy first in every situation can go a long way in building relationships with the customers.

5) Going the extra mile

This isn’t just a phrase where customer service is concerned .We really need to go that extra mile to ensure that our customers are well satisfied with the services. A few pleasant words in the conversation .Using empathetic words , a need reassurance here and there in the midst and customers can really open up and remain loyal .It really often doesn’t take much to go that extra mile .A few seconds extra in the call end asking about if any other query that needs addressable.

6) Efficient solutions

At the helm of things is the most important factor of being efficient. The Importance of efficiency in delivering solutions cannot be undermined .A customer will always appreciate a solution oriented person with efficient handling of the account.

If we look closer there are numerous subtle differences which take a customer interaction to greater heights to the next level. Differences which might seem too insignificant to look at.

From being an average interaction to a great one .Or to stop it from being a bad one .A little bit of personalisation, a few empathetic words here and there. A little display of being involved and taking customer into confidence .It is all that eventually contributes to a great interaction.

Customers are the be all and end all for any customer service company .All necessary decisions are made keeping in mind the customer centric approach .Itis of paramount importance that customers be aware of the products on offer and enable them to make appropriate choices. Call centre executives have a lot of work on hand for smooth introduction of the products features as well as catering to customer’s doubts and queries. BPO’s are investing a lot towards requisite technology as well as training aspects to make this happen seamlessly with as little fuss as possible. A lot is at stake if the newly introduced features of the products are not presented properly .After all customers are the one deciding the potential future of the product .For customers to make informative choices they will be needing a few pointers from our end –

Customers need to be given some advance intimation of the upcoming products 

The effort to be made for the customers aware of the upcoming products .Customers are needed to be kept in loop about all the products on offer .This could be done via a host of mediums like email blasts ,pop- up’s / notifications etc. around the time when upcoming products are to be launched .This practice is being followed extensively in call centers across the globe .The benefits are manifold for these methods .Customers are prepared in advance for the upcoming products and changes that are expected out of them .This can be done over the regular calls as well with customer consent to update them on any new updates and offerings underway .This helps in creating a niche and expectation for the product as well in advance

Focus on creating content and support 

Customers are needed to be taken through the updates in a systematic manner in tandem with the customers convenience .An effective campaign to enhance the offerings can make a world of difference by accimitalising the customers to the ideas .This can make customers much more comfortable with the impending new technologies .Demo’s and notifications can be rolled out regularly for the customers benefits .Personalized product updates basis relevant content can do the trick .Rolling out new products is always an exciting proposition as it gives a chance to grow and create long lasting relationships .

Creating Training resources to facilitate the products on offer 

Training plays an important part in the creating content for any new products .The customer care executives need to be updated in such a manner so as to make the update crispier, informative, educative as well as easy on eyes. Eye catching pop- ups and welcoming notifications need to be honed properly .Relevant contents need to be worked on beforehand and with keeping in mind the core ideas for the updates.

Webinar based training sessions 

Some sort of in -person training is also warranted before on boarding the products .This is a technology driven world and in addition to the digital content and resources Call centre companies /BPO’s should also offer some sort of In – person interaction based training to the customers .It ensures win – win for all as it is a great way to express the sentiment that we do care for our customers to the extent that they are ready to go to great lengths to familiarize them with the upcoming products .That we really value their time ,effort and investment in the product .The live training webinar sessions which entails taking the customers through the new features and catering to any doubts and questions .Top notch BPO’s / call centers in India are focusing more and more on this recently to the advantage of all involved

Ensuring to run through the customer accounts and getting ready beforehand for customer queries.

Customer care executives are required to go through the customers’ accounts in -depth as there always will be some amount of uncertainty around the products that are to be launched. Call centre executives need to be prepared thoroughly to be addressed variety of questions by the customers .Which is only natural given that the new product range can be a lot different from the one earlier sold .The CSE should have a thorough run through the customer accounts before taking up potential questions .It is always a good idea to be prepared beforehand .The last thing a call center / BPO / CSE would want is to have a frustrated customer at hand , non-satisfied with the newly launched product before it is even given a chance. A small thing like quickly calling up a customer or sending an Email asking customers opinion on the new features of the product.

Customers when better prepared to receive the new products on offer can make a whole lot of difference to the ultimate fate of the product .The idea is that customers are better equipped to receive the products .Few basic pointers have to be kept in mind though primarily that we leave no stone unturned in presenting the products as well as ensuring that customers have a fair idea what to expect and catering to any impending doubts .Which can only happen when we are hands on with the intricacies of the products . The above discussed pointers can ensure a smooth introduction of the product and subsequently can be a catalyst in the benefit of all around .What we focus on is Win – Win for all parties involved. Call centres / BPO’s are focusing more and more on this arena to the advantage of all.

Customer empathy is the key word in the customer service industry .Why there is so much emphasis on empathy is a reason in itself .Today the customer has arrived in a big way in the industrial landscape .So what defines empathy? : as per Wikipedia Empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, that is, the capacity to place oneself in another’s position. So one can safely say that empathy is the ability to relate to other human being’s pain vicariously .Empathy happens to be one of the most important factors in any customer service platform .One of the first principles that is being stressed upon and taught in most of the training programmers .To say that term empathy can be described to define a wide range of emotions from ability to sense other people’s emotions coupled with what the other person might be going through at any particular situation .Now another definition says “customer empathy means completely an unfailingly rewriting the rules for each unique customer .Tailor made customized customer solutions as per customer’s need and demand is in vogue and that is exactly what is the paramount factor in making and marring a world class service .So customer empathy can easily be our secret weapon for world class service .It’s this factor which can distinguish a run of the mill customer service from a globally shining state of the art holistic world class customer service .We can’t forget that we are dealing with human being’s as customers and machines .Where there is a human being involved automatically the empathy factor comes into the picture .currently it’s the age of customer dominance .Earlier customer empathy was more of a buzzword or lip – service is currently toast of customer service .It’s definitely a competitive differentiator .

How one can turn customer service into a secret weapon .Here are few defining points:

Customer empathy is a two step – process .The first step would entail effective listening skills including understanding and feeling the pain or joy of a human being .Then offering appropriate reactions and solutions .Both with words and action .Customers always remember timely stitch up’s , a word of empathy and timely solutions .Something which is highly valued .The word of mouth canvassing starts here .

Never underestimate the power of customer’s recommendations .Surveys have been conducted and shared on how empathy can be a game changer in the overall customer experience and service .All things said and done its the timely reaching out to the customers and offering words of empathy ,that dash of personal touch to the whole customer experience can make a world of difference .

Empathy to the fullest 

The whole thing revolves around empathy .Nothing would impress customers if the interaction lacks empathy .That extra human emotional touch is what is required mostly to cinch the deal .Even if we look at C -SAT scores they invariably revolve around the empathy meter .we can gauze by the call where we are standing vis- a -via empathy .

Customer empathy the passport to great customer interaction 

The fact remains that amazing customer service can build customer loyalty ,advocacy and subsequent good business .Its an investment which can reap amazing results .All we need is good customer interaction based on customer empathy for us to deliver a great customer experience .The least we can do to make an interaction memorable is empathetic service .A sound ear . a few words of empathy can turn a not so great interaction into a memorable one for the customer .Hence investing in such training and skill enrichments can pay maximum dividends .Various surveys have concluded that the maximum number of customers want to deal with human beings and not machines .And what is that a human being can do that a machine can’t? Definitely that E word – Empathy.

Being human is good business

Why so much stress on being human? Fine so people definitely want a human being at the other end of the phone call. So human centric business is what is required in today’s competitive world of business .That cutting edge technology,latest fads , all are well and good but nothing without the human touch of empathetic service .When an interaction is human centric it says loud and clear that the interaction was human centric and states that the customer is being heard and understood and is not just a number in a series of interactions.

Customers can choose who to do the business with so we choose to be empathetic 

When customers are in the commanding position it definitely calls for more closer attention .What makes an interaction extra ordinary and a delight is the one that is empathetic .One can’t ignore this if one wants to do good business .Empathetic interaction can helping unrestrained interaction , and can open avenues for great interactions .A little warmth a feeling of belonging and value aided interactions are key to amazing sales and service .A little skills and trainings can help in providing tailor made solutions to the customers . A feeling of being treated special with a generous dose of warmth in the interaction can do the trick.

To summarize a personal approach with a dash of empathy .Remaining empathy even in a chaotic interaction being responsive using appropriate verbiage and indicating that we care can help an interaction become a one that can be a secret weapon to great customer service. Hence more and more call centers in India are focusing on empathy based trainings and skill enhancement programmers .Building a great interaction leading to an Amazing customer experience and subsequent business enhancement are all part of the same puzzle .One that needs to be nurtured and advanced.

To provide world class service one can’t isolate empathy from the customer interaction framework .Many regular interactions in customer service were

Transformed to world class customer interaction basis empathetic handling .Every business that aspires for long term prosperity is based on first class

Customer interaction .Every so often complaints crop up and empathetic handling of the same can make a world of difference to the whole experience .In nutshell

Empathy is that secret ingredient in the recipe of corporate success.

In today’s dynamic business environment retaining our customers is of paramount importance. Businesses that build a strong customer experience strategy gain to reap the benefits of repeat business as well as customer satisfaction.
The business strategies are mostly working around the idea of propagating and retaining customers. The traditional way of calling customers and selling as well as introducing new products are vastly changing to accommodate newer strategies
keeping in mind that customers are no longer ignorant and are technologically suave and fast advancing and embracing technology.

Now let’s look at it closely .In recent times there is a major shift in favour of messaging services .This is basis what customers prefer .While call centres are still in vogue and crucial for the overall business strategy more and more brands
are moving towards online conversations with customers over online chat ,sms. social media or live chats .Case in point brands like amazon , myntra, gofers have all shifted the base to online chat .The maximum grievances , issues and suggestions are floating via online chat medium to everyone’s satisfaction .For one there is no waiting time and instant response which is what customers have always demanded. Outsourcing chat processes are in vogue .More and more outsourcing companies are embracing online chat medium Need proof? look at Amazon ,Myntra , Gofers , Shopify etc. the list is ever increasing .
From live chats to SMS’s its becoming clearer that messaging is here to stay and currently the toast of customer service So what’s all this hype really about ?

Now let’s look at the reasons for this sudden preference for online chat and messaging services:

Making a Human connection online without a human

The great thing about online chat is that it relishes and fosters a personal touch rather than a human personal touch.
Customers like to be provided a human touch, a feeling of empathy and shorter timelines for resolution.
People want that assurance that there is human touch at the end of the interaction but they don’t have to deal directly with them .It’s the same strategy that we employ in personal lives too .Do we call up every acquaintance? No its sms or email or chats that we employ with them .It’s more realistic and feasible to interact this way rather than cosying up to long calls. Many outsourcing companies are working just on this principle worldwide .A human touch without getting too personal.

Making sure to give what a customer wants and also cost effective The compelling reason to incorporate online chats as the regular feature is the fact that customers want the same.
Over sixty percent of millennials say that they want to communicate via text messages /chats. As we are in a business wherein what customer wants matters most so it becomes all the more essential to offer online chats.

Efficiency in the process
So no one can deny that online chat process is really a time saver and efficiency driven process. From a customer’s perspective its a real time saver .Nothing needs to be put on hold to continue with online chats / messaging .it’s actually a win – win for all the parties involved .

Convenient and low barrier option

More and more outsourcing companies /BPO’s /Corporates are opting for online chat option as benefits are manifold not only is it convenient and easy but removes language barriers / accent issues. It involves minimum disruption as it can easily be included in daily tasks as part of multitasking .Now online chats to say are not only free for the customers to gain advantage from but also quicker as the answers are prompt without human interventions .Long hold and delays are done away .The process of making a phone call is tedious in itself but what follows is also no less tedious with long holds annoying music .Back and forth departmental Shuffling of calls as connectivity establishes .Online chats score very highly on the convenience department and that is why are such a favorite with customers . It’s extremely user friendly and authentic. Customers are aware of what they are dealing with and appreciate it in return .It takes a little bit of getting used to like any other option but ultimately comes on top .Also online chat option eliminates the process of jotting down things owing to long tedious conversations. As more and more customers are preferring to work with customer service professionals via live chats.

Creating choices

Many customers are not okay with attending calls throughout the day .Many hate social media , physical meetings online chat is much more convenient and feasible option something that is preferred worldwide. Online chat options offers this detachment plus the added advantage of fuss free interactions.

Availability of 24/7

The online chat option is available 24/7 which in itself a big attraction .Today customers want this assurance of 24/7 availability more than anything .The idea of reaching out to customer service at any given time of the day is a big plus all things considered. This helps online chat in scoring over traditional phone calls.This feeling of being available at all ours is possibly greatest gift provided to customers. Customers can approach customer service at their convenient hour and not vice -versa.
Worldwide surveys have indicated that online chats are winning in all aspects .It’s definitely part of a successful customer service tool kit.

To summaries online chats are winning in a big way as they connect instantly with customers without the usual bothers of holds etc.
They allow customers to multi-task with almost zero wait time .The resolution of customer queries is also quicker .Online chats are also a much cheaper option .It’s a big time saver which tops all customer concerns as patience to wait long hours has definitely thinned out .
These chats are also essential for relationship building .As satisfied customers are less likely to switch to competition and thus is a big saving grace .Online chats are definitely a fantastic way to build long term relationships with customers .Customers get the feeling that we care enough for them to make sure that they are available 24/7.It helps business stand out among its competitors.

The option also helps in forging deeper customer relationships. The result definitely leads to greater accessibility, profitability and much more enhanced customer experience .Leading to greater satisfaction and improved sales .As a result more and more customer grievances have also subsided. Definitely a win – win for all .Hence more and more Indian call centers are moving on to the chat option.

It’s no brainier that happy agents tend to offer great customer service .In general also this rule applies .Happiness begets great performances .We have always heard Do what you love or love what you do. This is easier said than done.
Though it’s not as daunting a task as it may seem. Customer service as we know is all about dealing with people at most basic level .Catering to their whims fancies and demands .It involves interacting with customers at different levels.
Understanding their views and listening to their grievances.

For all this and more in customer service what is required is empathy ,sympathy, cordiality, smiling solutions and overall a pleasant amicable interaction .This is only possible when the agents are happy taking calls and serving customers .The prerequisite of all great interactions is a happy agent .Here are few tips on how to keep our agents and subsequently our customers happy :

Ensure that agents are trained and provided guidance

To start with agents need to be hands on with the customer care process, needs to be updated with the product being offered At every step of the way agents act as guiding factor to the customer and who acts as the guiding factor of the agents /
Their knowledge of the product ,the in depth analysis of the commodities and services on offer .Knowledge is the toll here which acts as the factor contributing most to the confidence of the agent. This in itself is a big booster to the agents overall state of mind while being on the job .until and unless the agent is totally confident he can’t deliver a valuable pleasant customer interaction.
Hence more and more customer care call centres, BPO ‘s in India are investing more and more on training and quality of the agents .This definitely helps in reaping great results as far as great customer service is concerned.

Keep the agents positive

Positivity breeds positivity .It’s a trait highly valued in today’s stressful environment .A positive agent will ensure that the customer interaction is dealt with positivity and optimism .The working environment needs to be made conducive to maintain positivity all round. A stressed out agent will never be able to handle an interaction harmoniously. If agents are positive and charged up then definitely the interaction that they will conduct will reflect the same positivity.

Open communication and support

When a corporation promotes open communication then employees get the sense of belonging and ease in the organisation. Which results in agents being happier and more conducive to working with commitment and dedication .When organisations focus on keeping the communication channels open and working environment light and stress free it transcends to the agents and which in turn reflects in the agent – customer interactions. As saying goes happiness begets happiness.

Companies must focus on the Work environment related
issues keep it fuss free and conducive to breeding happy agents .Interaction between leadership and agents is the key to starting a healthy working
relationship .Both feedback and timely praises are critical to agents feeling belonged to the organisation .Agents must be left feeling belonged and cared for
to succeed in creating that much desired cheerful interaction.

Enhanced context

Customers are the be all end all .And every customer interaction is a unique one. Agents are to be readied in such a way so as to handle a plethora of customers efficiently .This helps agents remain active, stress-free and confident .Confidence comes when agents know their stuff. the latest to offer, resolution capability and lot more .While trainings and constant qualitative feedbacks take care of it .Agents should also be moulded in such a way so as to quickly understand the customer behaviour on call and accordingly act .Previous case studies, tough customer issue resolution and incidents should and must be shared with agents so as to help them in such future interactions this not only improves resolution time but also enhances
customer relationship. More and more call centres in India are focusing on this aspect and constantly updating their context.

Fun filled working environment

Fun doesn’t necessarily means having a party on the premises everyday .However some kind of fun filled activities on occasional basis helps alleviate
the stress of the working constantly .It definitely adds to agents happiness quotient. The positivity from stress relieving activities are definitely a plus where agents uplifting of mood is concerned .Rewards and recognition are also an integral part of creating motivational environment in the organisation. It is very important that agents job well done is appreciated and appropriately rewarded .It acts as a great motivator to an agents overall happiness .Focusing on agents is very crucial for overall health of the organisation after all they are the building blocks of any organisation .
It’s not a new concept and has been recognised as imperative to the organisational health and flourishing .Focus on making the agents happy and they end up making our customers happy .This is widely recognised concept and has been on the priority list of all top BPO companies in India. More and more BPO’s and call centre companies are focusing and working on making their agents happy to get that extraordinary interaction.

Meaningful employee development 

Plenty of surveys and statistics have backed up the “Happy agents deliver great customer service “. We cannot rule out the role of a happy agent in a great customer interaction .As also in life happiness transcends to people around us .When an agent is constantly interacting with the customer .The state of mind matters and it matters a lot .Now question arises what can keep an agent happy to deliver top notch performances?
The bottom of all happiness starts with agents feeling belonged to the organisation. When their development is focused on, worked upon, they are offered enough support and guidance to handle an interaction, backed up with proper remuneration and incentives, adequately trained then invariably the agents are happier and thus deliver that great customer service which is the point of all interactions.

Happiness quotient

In order to serve happiness we must feel happy first .Definitely holds true here .When agents are in constant touch with customers taking in calls day in, day out
then it becomes highly imperative that agents state of mind remains stress-free and happy .You can’t fake happiness always if you feel happy from inside it radiates to all interactions. So all necessary steps to be taken to ensure that agents do not stress out unnecessarily and are equipped to deal with any situation.
Have enough know how and expertise to handle calls and interactions .Keep the workplace pleasant and positive .All this go on to make the agents happy and the interaction a great one .Top BPO’s in India vouch for this and ensure that agents overall happiness quotient is worked upon.

Authority and flexibility

some amount of authority is required to be given to the agents in their capacity of being the go to person in agent –
customer relationship .When duties are carried out without some iota of authority it lacks the authenticity of a genuine relationship. Agents must be educated and trained and also given authority to resolve much of the issues.
This enhances agent’s general morale while handling the interaction with the customer’s. Hence more and more BPO’s / call centre companies in India are focusing on this.

All in all happy agents do deliver a great customer service interaction .There is not an iota of doubt on that. Most of the call centre in India have given it due importance and are working constantly on this .Endless surveys and feedback have backed up the theory of happiness making an interaction great .Many a training programmes and workshops are being conducted by BPO’s and call centres around the country for this purpose. A happy agent spreads happiness on call and it catches on .So we can safely say that happy agents are safe and surer bet. And if we look objectively it doesn’t take that much to keep an agent happy .All one needs is keeping things jovial and stress free around them with right amount of trainings and personal development plans .

Customer service is constantly evolving. It is also one of those fields which needs regular trainings to help our agents remain at the top of their game. Innovation and improvisation are the key words here .We can’t remain stuck in the rut.

Agents are the key to running customer service processes and if they are not regularly trained and upgraded business may incur a big setback .Here is presenting seven free customer service training ideas  that really work :

Create a customer service vision

To create a customer service vision we must include every member in the team to see and visualise the goals .The team needs to be on the same page to stick to the vision .This has manifold benefits .Everyone will understand their roles in the bigger scheme of things. Employees will come up with ideas and suggestions to deliver the best form of customer service .Now this is very crucial for the overall morale of the agents .The top call centres in India follow this and encourage their employees to come with ideas and suggestions .Here a feeling of belonging is emphasized and we always deliver better when we feel included in the grand scheme of things. This way team automatically makes commitment to fulfil the vision .The feeling of inclusion is always a great training strategy and one that works wonders.

Team huddles

Team huddles are great way to start the business day .They set the tune for the day .Also are the favourites of managers  agents bonding .Many a things can be discussed and goals set informally in team huddles .The tasks are being defined and set .Daily team huddle is a good idea and one that is being followed universally .It is short and consistent reiteration to the agents .A quick appreciation dose and invigorating encouragement could all be included in the daily team huddle .The take away can be :

Quick retraining on small issues

Reinforce on key skills and areas

Update on target for the day and also evaluation of previous day performance

Schemes and incentives for the day

Keeping focus on key areas

Encouraging challenging scenario discussions and solution

Almost all top call centres in India as well as BPO companies are using this tool and remains one of the favourites of all .A lot can happen over these huddles.

Subscribe to weekly email reminders

While we may safely say that our customer service agents know their jobs and are raring to go .However reminders are essential part of training strategy .The agents can also fell in the trap of

Procrastinations and general forgetfulness. The daily weekly reminders are great way to get work done smoothly and also I act as good training strategy. They really get the job done worth minimum fuss and no cost .No wonder they are also the favourite of all call centres /BPO’s etc. Few benefits:

Building and keep building rapport with our customers.

Listening skills and how to use them efficiently on the call to understand customer needs and preferences

Empathy with customers and hand holding

We can start with using  customer service reminder system like customer service Tip of the week etc. can ask team to subscribe and start sharing one tip one week .Later on learnings and case studies can also be part of it .

Ad hoc training programmes

Customer service is all about different experiences every day. They are also unique interactions .Ad hoc trainings are a good idea to help facilitate vigorous training programmes .Particular issues faced and Specific case studies could be part of such sessions .For example the customers might be facing problems with a particular feature of the product .The same issue can be properly investigated and the solution shared with the team via such ad hoc sessions .It saves a lot of time and effort as well as helps in quicker rectification of the issue Hence always a good idea to conduct such sessions .

Be aware and keep yourself upgraded

One can learn a lot while being a customer. Keep abreast of latest happenings in the business of customer service and apply the learnings .This is probably one of the easiest and quickest way to stay pro in the game .Gather information on your own .Practise empathy ,listening skills and rapport building and later apply the principles first hand on the call .

Reviews and discussions

We can learn a lot from our experiences. They teach us far more customer service skills than a training class. One way to help employees learn from their experience is an after calls review. These can be discussed in detail for each employees benefit and help reach amazing results .We can start by identifying what went well on the call to what was not so good and what was complete lacking .We can also take them as learning lessons for all .

Filming short videos

Videotaping a session is always a good idea. Short training videos can be shot over cell phones etc. and be circulated among the team with clear guidelines and learnings .This is quite easy and fuss free training tool and with zero cost .In any case visual impact is always far greater than a regular session .Thus can be used as a training tool in customer service .This can include:

Discussing goals and setting them.

A product training video explaining features.

Reminders so the team with important updates.

All these are free customer service ideas which work wonder in the customer service.

Customer service is one of the fastest growing arena in business world. Also it’s probably one of the most competitive field as well.

The customer experience is the next battle ground. Truly said by Jerry Greg.

Hence it’s all the more imperative that common customer service mistakes are avoided to attain success. The mistakes in offering customer service can have far reaching effects.

To increase profits and reduce losses one must avoid common customer service debacles .Here are ten major customer service mistakes which are common place:

1) Not Adequate Providing Training for Agents. 

The most common and dangerous mistake that any customer service provider can commit. Trainings to conduct the business smoothly is most important aspect of any set up. If agents are not well equipped to handle customer service scenarios then blunders are bound to happen. Something which no customer service provider can afford. That is why so much emphasis is currently on providing quality training to the agents .A well trained agent can do wonders in customer service.

How to fix it?

This can easily be fixed by catering to all the training requirements of the agents. A well-staffed and equipped training department with state of the art techniques and latest updates can work wonder for any customer service set up .This is probably one of the most important investments that any company can do and reap benefits .

2) Not measuring the agents performance 

Another common mistake is to skip measuring agents performance .I f we do not know how an agent is performing then how are we supposed to work on it .Any deficit in agent performance is required to be worked upon .And worked upon urgently for that we need all the data and analysis .Measuring agent performance is extremely important to reach to any conclusion .Pointers like:

If we are going in right direction

If we have hired the right sort of agents as per the requirement

If we need to upgrade communication or improvisations

If our customers are satisfied and happy with the agents services

If the trainings and updates are working and conducting pre and post analysis.

How to fix it?

Anything which is backed by data is always a better deal and helps in making decisions smoothly .Agents are the core asset of any customer service and required to be dealt with sensitively .What we need is a state of the art set up complete with appropriate software that offers real time data analytics and reporting .The tracking mechanism need to be in place.

3) Making false commitments 

In customer service making false commitments could be hara Kirri .The entire industry is based on dealing with customers and offering the best service .In such a scenario there is no place for short cuts and false commitments .This is one of the most common mistake that agents tend to commit owing to sheer ignorance and fear of losing valuable customers .Honesty is probably the best policy where dealing with customers is concerned .The most common error is not adhering to the timeline in resolving issues . If a particular issue takes a certain amount of time then the same needs to be informed to the customer and not some earlier date just to get the customers off their backs.

How to fix it?

The entire team needs to be trained in such a manner that there is no scope for false commitments .Regular case studies and data needs to be shared with the team .Alternatives to such commitments need to be educated to the customer care team .Open and clear communications are to be encouraged at all times . How to handle tough customers and how not to make false commitments need to be shared in no uncertain terms with them.

4) Ignoring latest communication channels 

Customer service is no longer limited to traditional tele calling .The technology is ever changing and evolving and we can no longer afford to remain immune to the latest trends and technologies. While smaller companied feel that investing in such technologies can be extremely expensive but that is not the case .This is one of most common mistakes and needs to be addressed immediately.

How to fix it???

There are many communication channels available that can be utilized without much fuss and fear of big investments like:

Chabot – this feature can be created by your own web developer

Social media channels – these social media channels are FREE and only need one person from the team to stay online and answer the queries of your customers online. This has emerged as one of the most important factor.

These are just a few examples of different communication channels and these can be helpful because the customers don’t have to wait while call transferring and wait times

5) Giving more importance to company policies and not customers 

How often do we hear ” Sir / Madam sorry but we can help you as this is the company policy “.Now we need to be clear that customers are way beyond company policies and if needed required to go beyond them .Nothing angers a customer more and ends up in losing customers then this one liner .Now we need to be really clear that everything can be bent to pave way for a win – win situation .The customer service is all about catering to customers need and requirements.

How to fix it???

High time we stop making this mistake of giving more importance or value to company policies. The customer is the only person to be given extreme importance. So, always keep in mind that bending a few company policies won’t affect your business success, but, your customers will.

6) Indulging into Random Team Hiring

There are too many customers and lots of scope and we need to hire somebody to take care of them. Hiring customer care executives is a very detailed and exhaustive process and own which needs to be executed very carefully. However at times as urgent requirements arises we end up hiring hurriedly and then repenting in earnest later .We must not commit this another common and fatal error.

How to fix?

So, we must keep strict deadlines with our HRs when it comes to hiring. Whosoever the HR brings in, we must try to close the requirements appropriately post understanding the skills, qualities and experience required for a customer service executive. This needs to be done with precision and extreme care.

Rather than hiring too many people at a stretch, it is advisable to find a few such people who are extremely good at serving customers. We must check out the communication skills, include them in the practical calling tests, etc. This will help us to hire only the right person with the excellent customer service qualities. This is extremely important and critical.

7) Failing to Focus on Gathering Regular Customer Feedback

Call center agents don’t get enough time to call the customers for collecting feedback. In fact, they are not encouraged on calling the customers for just discussing the reviews they have for the organization. This is also a common mistake that can hinder the customer service success in the big run.

How to fix?

Gathering customer reviews should be given enough importance .Agents should be trained to schedule the calls with customers to gather the required data .Regular follow up calls are to done to ensure that we do not lax on this important aspect .

8) Failing to Choose the Right Call Centre Software

Most companies have this notion that every call center software is a tool that offers only the calling options like call transfers, recording, scheduling, etc. But this could be the biggest mistake considering the ever changing technology scenarios.

How to fix?

We need to carefully choose the call center software that not only focused on tele calling but also have CRM integrations, real-time analytics and reports, automated call routing during heavy call traffic, etc. So, look for the best call center solution rather just wasting your time and money behind the basic ones. One must move ahead with times and this is the call of the hour to focus on all the latest technologies on offer.

9) Not building customer relationships

When agents communicate with a customer they usually think of it as just a single event. But customers have a totally different perspective .By dealing with agents they are basically dealing with the entire organization .Customers prefer brands that value them, empathize with them, and truly understand their goals and aspirations. The agents need to consider that building long-term customer relationship is extremely crucial to the company.

We must focus on building such long term relationships with customers so as we end up having a loyal customer base. A base which elevates our position by canvassing by sticking around.

The business will only flourish when we focus on building effective relationships with customers.

How to fix?

Regular reiterations and grinding of the fact that we value our customers .Launching incentives so as to promote customer relationships .Using technology for staying connected with customers Not taking any customer query and issue lightly .Having a customer centric approach at all times .

10) Not auditing calls and creating checklists

Auditing of calls is extremely crucial for the organizational health .A firm quality department working hand in hand with training unit is definitely required .Creating checklist out of the findings and sharing data with training department is a given .All this is required to deliver quality in the calls . Regular analysis of customer support calls is something many customer service providing companies fail to do. Providing timely feedback on calls taken is extremely important .It helps in streamlining the process and content overall.

How to fix?

Making sure that quality department is not there just in name but is available at all times as mentor and guide to the calls .Regular auditing of calls and timely feedback sharing is required to ensure smooth running .Inputs need to be given to the training unit to ensure that appropriate action is timely taken .

This is of utmost importance and cannot be avoided.

 Customer experience also known as CX can be defined as our customer’s holistic view of their experience with the business. It is the sum total of all the interactions leading up to the final business transaction. It could mean interactions on phone, e-mail, chats or on person ones. Every Interaction counts towards customer experience and excellent customer service needs to be delivered every step of the way. When we talk about CX we refer to the collective experience, the totality of all the interactions.

Chatbot is ever growing in the customer CX strategy.AI is the propeller that is helping in enhancing the CX experience, making it popular in the current Indian BPO companies. The phenomenon is just entering the Indian market but has already taken the business outsourcing world by storm.

AI propelled chatbots are all the rage now owing to the fact that they aid companies of all sizes and businesses to build a digital, automated customer service and enhance customer experience. More so relevant in BPO’s and KPO’s where chatbots are currently used with great panache.

Customers need hands on services now a days. Everything a click away. Quicker solutions, quicker resolutions and quicker deliverance is the name of the customer service game. Customers constantly use multiple channels to access customer service. Survey’s worldwide have indicated that customers prefer automated and self-service options as compare to actual personal interactions which tend to be more time consuming and at specific times. However, the automated interactions need to be convenient and easy to understand. The only time customers seek out the human interactions are the ones wherein things are too complicated and crucial to deal with machines.

AI induced technological enhancements are being embraced world over with much fanfare as they definitely do make life easier for all involved as well as make the CX experience more versatile. Customers often look at AI induced technology with suspicion when compared to the human interaction. Hence the best approach is the mixed or hybrid approach with AI induced technology /tools for routine, repetitive customer inquiries and human interaction for more complex and critical situations.

Chatbots are using a combination of natural language processing, voice recognition, traditional analytics. This can get really close to providing some classy CX experience.

AI is the propeller or enabler and not an end in itself .AI is everywhere then why not BPO’s and KPO’s? Just like any sound business planning, firstly the company must have proper CX goals and planning to attain them.

The business ethics, goals and basic culture can have a solid say in AI adoption.

STEP 1: DEFINE YOUR CX VISION 

Need to define your CX vision. This is a must and first step towards AI adoption. Where are we going?  what are our key goals vis-a-vis AI driven technology? These are some relevant questions to be worked on before making the AI driven move.

STEP 2: IDENTIFY CRITICAL MICRO-MOMENTS AND ASSOCIATED SERVICE NEEDS

Businesses need to have detailed understanding of the kind of requirement from the customers end .This is very critical because all things follow this .We are looking at enhancing CX experience and it’s the customer who is at the receiving end  .One false step can make or break the CX .Start by identifying micro moments wherein compliments floated , customers were delighted , empathy ruled .Customers loyalty is earned and what happy interactions built  that trust ?Alternatively what ruined an interaction .Seemingly nice interactions due to a small slip turned sour and ruined a great CX .Look closely at those slips , they can be a great eye opener and study in CX .Disappointments , frustrations leading to a bad CX and compliments and delights leading to a great CX .every emotion counts .

STEP 3: EVALUATE AI TECHNOLOGIES BASED ON DIFFERENT SERVICE NEEDS

Now once businesses have decided to opt for AI technologies, how to choose the relevant one? With so many AI vendors around and so much on offer how to choose the one which suits the business most. More and more Indian BPO’s are opting for AI based technology by synchronising their goals with the essence of the AI tools.

The best bet is to go for a mix of AI technologies that can cater to our specific needs and also prove value for money .How closely the AI technology can align with our specific business aspirations and goals can have the final say.

STEP 4: DEVELOP A CUSTOMER COMMUNICATION PLAN ON HOW AI WILL ‘AFFECT ME’

Customers are at the receiving end of all this exercise hence a proper communication plan needs to be in place .Customers should be aware how the AI induced technology will impact them and what to expect out of them at all .Customers can have a wide spectrum of queries on this namely how this will impact them? What all will be different and how they can access it etc.

STEP 5: PILOT, MEASURE, REFINE, ROLL-OUT

All the automation happening is definitely to enhance CX and not hamper it .AI and chatbots are all but propellers for CX .How this will impact our customers in the long run is still too early to say as this is still in initial stages .But the crux remains the same that chatbots and AI are all embraced with the intent to enhance and not hamper CX in any way .Proper planning , goal setting , visualising , measuring the results and rolling out the best one’s are the idea behind embracing AI tools like chatbots .

BPM or Business process management ensures that a management process is in place for setting goals and policies, practices, procedures, organisational structure, roles to ensure enterprise goals will be achieved.

BPM can help monitor & optimize processes for Insurance companies, agencies & carriers while maintaining their market share & profitability.

BPM software helps companies to identify and define the various steps required to complete each business task. It then amalgamates these steps onto existing business processes. Streamlining the processes wherever possible to create a more efficient and robust one.

Let’s look at the benefits of BPM:

• Helps in streamlining the business current processes.
• Ensures creation of business processes spanning various departments across varied locations
• Helps in creating and strengthening the business processes
• Helps in integration into the existing business processes
• Enhances productivity and efficiency
• Helps in increasing new businesses

In short BPM system helps in designing, execution, maintenance of business activities. This can be done across locations and departments.

BPM can actually be a big support when it comes to optimization in various BPO management. As it helps in optimizing the business processes for greater efficiency.

BPM role in insurance market:

BPM is set to become major player in insurance market. BPM market is expected to grow at a very fast pace and is set to become a major force in insurance worldwide and in India as well. More and more insurance companies have opted for BPM.

Standalone implementations of BPM has numerous advantages which can’t be ignored by the insurance companies. While most of the challenges faced by insurance companies are similar to one faced by any business but few like managing risks remain attributed mainly to this sector.

BPM is used in various insurance arenas like claims, underwriting etc.

In extremely competitive market like insurance differentiation through innovative technologies like BPM is very crucial and profitable way to enhance productivity and efficiency in insurance processes across locations and departments. By implementing BPM insurance numerous qualitative and quantitate advantages can be achieved.

In nutshell below are the profits of BPM in insurance sector:

• Helps in increasing market share.
• Helps in increasing profitability.
• Improves and optimizes the insurance process without compromising on the quality aspects.

BPM can be applied on claims entries, claims follow up’s claims status updates, claims close outs and reporting the data. Currently in India BPM is being incorporated in claims handling, policy servicing, accounting, claims renewals, quality assurance etc.

In today’s competitive business environment role of BPM has been in frontline more than ever. To gain an edge over the competition and ensuring high efficiency and productivity along with innovative techniques invariably involves BPM.

All the insurance companies are vying for being the top-notch service provider this goes without saying -How BPM is supporting this is a study in point. While seeking to increase effectiveness and productivity of management they invariably face challenges in the form of providing faster responses , reducing operational costs ,ensuring satisfying solutions to the customers, retaining customers , quick responses to regulatory issues .As is evident insurance sector is also one sector which grapples with high volumes of data , excessive manual processes, higher error rates in the processes .Various surveys conducted worldwide has put one important point in focus that BPM application has had a positive impact on the insurance sector.

In a nutshell BPM in insurance sector can have tremendous potential as its implementation can prove to be an effective way to process claims and simultaneously manage risk. BPM can significantly reduce overall claims processing time.

BPM has definitely helped companies in India as well as abroad maintain a competitive edge by

Enhancing and optimizing their business processes without having to compromise on efficiency, quality and the response time .BPM is definitely set to become a force to reckon with in the insurance sector .Surveys worldwide have indicated that BPM is currently the most readily implemented or in the to do list plan .BPM enables companies in analysing    numerous benefits related to operational efficiency as well as business innovation.

Many firms worldwide have concluded that they almost received 100% return on their BPM implementation

BPM has also helped companies in maintaining consistency in the process as well. The manifold benefits and BPM emerging as a force to reckon with has prompted many Indian insurance BPO’s to opt for BPM.

While BPM is definitely seems very promising and emerging as a toast of the town kind of procedure still it has also few shortcomings which need to be catered to. BPM implementations require coordinated and committed team for smooth implementations.

BPM are also viewed as that extra edge to the highly competitive market scenario as it helps in getting a company to stay ahead with its clear competitive edge that it provides to the companies.

In the intensely competitive insurance market, differentiation through innovative technologies like BPM is an important and effective way to maintain or increase market share and profitability in the sector. Insurers can achieve numerous qualitative advantages by opting for it.

Outbound customer satisfaction campaigns entail calling customers with the intention of making sales. If we were to add customer satisfaction then it involves calling with the intent to get data on customer’s experience with the sale made .To do so , is very crucial task as it can ultimately lead to gathering important data as to customer’s satisfaction , generating further leads, marketing and promoting the product .

Now Let’s look at the factors which are making outbound customer satisfaction fail:

1 Lacking relevant customer Data insights

Decisions can be based on customer’s preference only when we are fully aware of their preferences. So businesses need to focus more on data driven approach to ensure accurate data collection and acting on them. This would result in much better interaction and better prospects of gaining customer’s attention and CX  data .Currently this is one of the major reason for an outbound satisfaction campaign to fail .

2 Multi channel calling of the customer and not using omni channels for communication 

Multi-channel calling entails using various channels for making outbound interaction .This includes Direct calls to the customers , reaching customers via emails , live chats , websites etc .However all of these channels work in isolation and centralised collection of data is not there resulting in callers taking up fresh calls each time they reach customers .They are not able to pick up from the last interaction .This is one of the major reasons why an outbound customer satisfaction channel fails .With omni channel multiple channels are also offered but the experience is more seamless as all the relevant information is centrally stored and accessible to the agent and hence enabling them to pick up from where they left last time .Resulting in more fruitful and satisfactory interaction as the agents are able to access all the previous interactions and appropriately offer solution to the issue .Customers are also happy and satisfied as they don’t have to repeat  the previous history again .

3 Not analysing customer sentiment 

Now a days sentiment analysis tools are all the rage .These tools help in gauging the various moods of the customers Extremely relevant in the case of outbound customer calling for gauging CX .Survey’s have indicated that an incensed or not satisfied customer can reach out to an average of 16 people with the tarnished image .This can result in some serious damage to the image of the business and CX can never be attained if this remains the case .Gauging customer sentiment has always been important for any interaction with customers especially the one involving personal contact via phones .Agents are not equipped and it is also not fully possible to gauge the customer mood on the call always resulting in some seriously dented calls and making CX go for a toss .There is only so much that Trainings of the agents can do .Now it is all about AI and machine learning which can tackle the issue .

Sentiment analysis tools make use of AI technology and analyse customer moods with help of CX interactions. Customers speech patterns and tone are used for analysis .Currently not been able to do so is one of the major reasons why the CX outbound calls fail because agents are not able to gauge the customer’s sentiment accurately and on wrong footing causes them to land in soup .With trepidation, callers have to proceed on the call and accordingly respond which is easier said than done.

4 Not utilizing Social media effectively 

Gone are the days when outbound calls entailed calling up customers and getting the job done .Now outbound campaigns are not just about traditional communication  tools like phones and emails .These have been revamped As per a survey conducted average customer spends at least 2 hours and 24 mins on social media  which is inclusive of Twitter , Face book, What’s app, LinkedIn etc hence making these the ideal platform for CX interactions .Currently if we need to stay ahead in the game, these platforms need to be utilized to the fullest to reap good results where CX outbound calling is concerned .And customers also prefer being reached out via these modes .Not focusing enough on social media platforms has become one of the top reasons why an outbound CX campaign tend to fail .

5 outbound calls   no longer favoured by the customers 

Calls and text scams are rampant everywhere .This has made customers wary of picking up CX calls .reaching out to the customers via calling has in itself become a tough nut to crack .Inflexibility in out bound calls need to be fixed for effective CX campaigns .Customers are preferring other ways of reaching out to them as calls invariably results in long hold and catching them at wrong time .Customers unwillingness to respond on phones is also major reason for cx calls campaigns failing.