True Power is Restraint

You will continue to Suffer if you have an Emotional Reaction to Everything Said to you, from time to time.

True Power is sitting back & Observing everything with Logic and Reasoning.

If Words control you that means everyone else Can Control You.

Breathe and Allow things to Pass!

True Power is Restraint. You will continue to Suffer if you have an Emotional Reaction to Everything Said to you, from time to time
True Power is Restraint. You will continue to Suffer if you have an Emotional Reaction to Everything.

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Leadership is not about title rather action and example

“A True Leader has the confidence:

  • To Stand Alone
  • The courage to Make Tough Decisions
  • Compassion to Listen to the need of Others.

He/She does not set out to be A Leader, But becomes one by the Equality of his actions and Integrity of his Intent.” – Jawad Abid

Leadership is not about title rather action and example
Leadership is not about title rather action and example – Quote

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Fantastic Four to Improve Customer Satisfaction

Blog on Fantastic Four to Improve Customer Satisfaction - Blog by JawadAbid.com

In today’s world, Business Process Outsourcing industry is flourishing with support from many large organizations. They are focused majorly on lowering Operating Cost. In many cases, Customer satisfaction becomes tough to sustain if they do not comply with Fantastic Four.

Right resource, with Right information, at Right time, using Right solutions.

Every organizations must focus on Fantastic Four which can be their driving force in the Customer Service Industry.

Most BPO Organizations, if not 80%, 60% of them are having following issues:

  • Ineligible cheap labor
  • Immature Open source solutions
  • Poorly designed Infrastructure
  • Poor attrition rate
  • Manual processes

Above all, dissatisfaction among employees experience, are unlikely going to Improve Businesses.

Right Resources

They are the ones who are vastly skilled, knowledgeable and experienced. Without them, indisputably organizations find it tough to keep customer satisfaction and service levels well under control. Above all, without right and skilled resources, first call resolution ratio becomes very low. Organizations must focus on retaining experienced resources with benefits. For instance retaining experienced resources for long term through improving Employee experience. As a result, these resources become real asset for the success.

Right Information

It is very important to Empower resources with Right Information during customer interaction. It helps to provide personalize interaction which adds value to pleasant customer experience. Therefore, unavailability of complete information causes unnecessary hold times. Furthermore, finding information through manual processes, adds delay in providing right answer. In conclusion, it gives a significant blow to your customer service. Knowing customer during the call and having history of previous calls or tickets help resource position organization much better.

Right Time 

It is when resource is able to give answers instantly and accurately. As soon as customer satisfaction is achieved, it allows resources to up-sell or cross-sell. However, without customer satisfaction or unhappy customer, it becomes difficult to increase customer loyalty or customer retention. Organizations must focus on information to be available instantly right from the moment you hear customer through the right set of processes and tools.

Right Solutions 

It means to have proven world-class, creative, robust and innovative solutions in place. It becomes difficult for organizations to improve customer satisfaction, improve first interaction resolution and able to make more sales, without right solutions. Market leaders with proven technologies understand what features are needed through their market research from over decades. Without the right features it becomes hard for customer service teams to utilize them effectively. For instance, Integrated Computer telephony interfaces and self-service cuts overhead cost compared to traditional PBX/hardware based platforms by miles.

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ABOUT AUTHOR:

Jawad Abid is multi-talented Business, Technology and Customer Service Professional, with two decades of Experience. He worked with Large Telecoms, Banks & Outsource Service Providers, Startups and Fortune 500 companies in multiple Roles. He’s passionate about Gaining Knowledge on Technologies, How Technologies enable Businesses & Improve Lives, and Sharing Knowledge in the attempt of giving back to Community.

Check out his Blogs at Blogs Section

You can follow me on:
LinkedIn  at Jawad Abid
Twitter at Jawad Abid