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With today’s uncertain economic forecast and the constant pressure to reduce costs, many companies have outsourced their call center operations to off-shore or “near-shore” facilities. By off-shoring, these companies can save money and find a highly educated – and frequently, a highly technology-skilled – workforce. However, cultural differences, heavy accents, inadequate training and insufficient hiring practices can lead to poor customer satisfaction experiences, causing a loss of customer loyalty and ultimately, a loss in sales.
This best-practices article focuses on the issues faced by companies who currently have international call center operations or are considering it in the near future – as well as what can be done to address those issues. It discusses how to improve the customer experience and thus customer loyalty through better hiring, management and especially, training practices.
21st Century’s vision was to build something unique. They set out to build a truly superior customer experience—one that was good enough to differentiate themselves from the competition, drive company growth and create a loyal base of customers.
Their approach was a delicate blend of art and science. The management team knew that, to achieve the results they were looking for, a customer-focused mindset needed to be built into the cultural fabric of the company. This could not –and would not—be a one-time event. They were in this business for the long haul and needed to build the cultural foundation and processes that could support and sustain a focus on delighting customers.
Everyone must share the same vision and buy in to what success looks like for your company. 21st Century’s philosophy was to treat every customer interaction as an opportunity to beat out the competition. “We set out to make the customer experience not good, but great,”.
Call center agents get this message from the moment they enter the 21st Century organization. Even the new hire training program is customer-centric. Immediately after they become licensed agents, call center representatives are introduced to the company’s customer-driven business model. This is done early on so that they see how every aspect of their job ties back to the customer. Even as they learn company policies and procedures, they see it from the customers’ viewpoint. New hires come to understand that the quality of their interactions with customers is what drives the company’s success.
Delivering an exceptional customer experience has become a way of life at 21st Century. With the right cultural foundations and training in place, they are seeing significant signs of improvement. Agents and their coaches report a higher comfort level with solving customer concerns and successfully navigating complex service situations. What’s more, they seem to be hitting the mark with customers. Net Promoter scores are trending upward, indicating higher levels of customer loyalty are being achieved. As an organization, they continue to look for ways to differentiate themselves from the competition. With a daily focus on delighting customers, they are sure to succeed.
When it comes to customer service, U.S.-based customers expect a certain level of customer experience. When customer makes a call to handle a denied credit card, dispute a discrepancy on a bill, solve a computer problem or make a change to an already-booked airline ticket, they are often frustrated before they even pick up the phone. So when they reach a customer service representative with an indecipherable accent who can’t even solve their problem — requiring them to speak to a supervisor or worse, call back a second, third or fourth time — these customers are justifiably angry at the entire corporation. And the next time they have to make a purchasing decision, it’s likely they won’t choose you.
We at Green Esta BPM believe life is all about learning and an organization's success, depends increasingly on the knowledge skills and motivation of its work force .Employee success depends on having opportunities to learn and to practice new skills.
We hire the best of breed talent, train them and provide them with a winning and growth oriented work culture and best practices along with strong ethics. Our motivation at Green Esta BPM helps us deliver exceptional performance in areas of:
1. Accuracy
2. Courtesy
3. Effective Communication.
Our Customer Care Associates are trained to understand customer’s expectations to response in their fittest way. Handling irate & difficult customer which imbibes negotiation skills, Telephone skills, customer care, and sales techniques. Proper control and command over the language. E-mail and typing techniques.
Apart from all these, employees are acquainted with the actual call handling techniques in the call center by way of extensive mock-calls sessions.
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