Improving customer satisfaction is crucial for any organization in the Business Process Outsourcing industry. With the goal of lowering operating costs, many large organizations have turned to outsourcing, but this can pose a challenge when it comes to maintaining customer satisfaction. To overcome this challenge, organizations must focus on what we call the “Fantastic Four”: the right resource, with the right information, at the right time, using the right solutions.
Right resource, with Right information, at Right time, using Right solutions.
Right Resources
One of the key factors in ensuring customer satisfaction is having the right resources in place. In many BPO organizations, there is a tendency to hire cheap labor, which often results in inexperienced and unskilled employees. This can lead to a low first call resolution ratio and overall dissatisfaction among customers. To address this issue, organizations should focus on retaining experienced resources by providing them with benefits and improving their overall employee experience. By doing so, these resources become invaluable assets for the success of the organization.
Right Information
Providing the right information to resources during customer interactions is another important aspect of enhancing customer satisfaction. Empowering resources with the right information allows them to provide personalized interactions that add value to the customer experience. On the other hand, the unavailability of complete information or reliance on manual processes can result in unnecessary hold times and delays in providing the right answer to customers. This can significantly impact the level of customer service provided by the organization. Having access to customer information and history of previous interactions or tickets allows resources to better understand the customer’s needs and position the organization accordingly.
Right Time
The right time is when resources are able to provide answers instantly and accurately. Achieving customer satisfaction at the first interaction enables resources to upsell or cross-sell, ultimately leading to increased customer loyalty and retention. Without customer satisfaction, it becomes challenging to improve sales and retain customers. Organizations must ensure that information is available instantly from the moment the customer reaches out, and this can be achieved through the implementation of the right set of processes and tools.
Right Solutions
Lastly, having the right solutions in place is essential for improving customer satisfaction. World-class, creative, robust, and innovative solutions are necessary for organizations to meet their customer service goals. Market leaders with proven technologies understand the features that are required through their extensive market research. Without the right features, customer service teams struggle to effectively utilize the tools and platforms available to them. For example, integrated computer telephony interfaces and self-service options can significantly cut overhead costs compared to traditional PBX or hardware-based platforms.
In conclusion, focusing on the Fantastic Four – the right resource, with the right information, at the right time, using the right solutions – is crucial for organizations in the BPO industry to improve customer satisfaction. By investing in skilled and experienced resources, empowering them with the right information, ensuring timely responses, and implementing proven solutions, organizations can provide exceptional customer service and drive business success.
ABOUT AUTHOR:
Jawad Abid, is a highly skilled professional with extensive experience in the fields of business, technology, and customer service. Throughout his career, he has worked with major telecoms, banks, outsource service providers, startups, and Fortune 500 companies in various capacities. Jawad is deeply passionate about acquiring knowledge on new technologies, understanding how they enhance businesses and improve lives, and sharing his knowledge with the community as a way of giving back.
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A very well articulated, detailed yet easy to understand blog, a must read