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.
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.
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A very well articulated, detailed yet easy to understand blog, a must read