21 dec 2010
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21 dec 2010 Document Transcript

  • 1. How to meliorate customer serviceAt todays times, a number of retailers are capturing a bigger market share, thanks to the web. While the storesdoors of items would be open at only business hours, customers are seen more comfortable and at ease buyingthese items on-line. Be it cell phone accessories, books, jewelery items or any other necessary item, customers line.today research on web about these and prefer to buy it on nd on-line, because of their so-called busy life. calledCustomer service plays a very vital role in the web based businesses. A great amiable customer service wouldnaturally bring you more and more customers which would automatically enhance your business. It is very yourimportant in bringing your business to a next level.. The level of success.Whether its a small merchant or a global businessman, everyone seeks the attention of their customers towardstheir company and business to attain utter profit. Customer service not only helps in gaining profit but alsomakes a business earn great “Goodwill” in the market. Consumers may be buying on line and looking up to on-lineInternet retailers but in turn they are also expecting them to provide a real high, sophisticated experience ofbuying a products, which is supportive to a high level of customer support.There are a number of ways by which a call center can improve its customer service and earn profit and goodwillboth hand-in-hand. It is very acknowledged today by everyone that a team of inbound call center is altogether hand. acknowledgedvery important, without a team of these inbound call center professionals, one cannot expect to gain theprospects of thriving business. It is very much expected that in the coming times, “Help Desk” and “Answering times,Service” would be called in a very much frequent manner by the customers, because of the over growingdemand of call center and also the so-known great customer service at these call centers, which a customer get knownwhile sitting at home.What is most importantly needed in for a great customer service at a call center is Efficiency by the agents. It is akey for drawing customers towards the business. A pet peeve for the customers is generally on the issue that the isBPO agents are not responsive. It could this as a reason that they are holding the phone lines for long beforethey are received which makes the customer feels obnoxious and out of attention. It could also have this reasontoo, that the agents are not able to answer the customers query and resolve their problem when they call. Thingsget worse when the call is being transferred to other agent who has the same knowledge bank as the previousone. Then the query of a customer remains unresolved and unanswered. This also lends a negative impact ofthat brand who is not able to resolve the query while delivering products.The remedy to solve this trouble could be to streamline the call center services process. The BPO professionalsshould plan a job of predicting what kind of call volume they expect at certain timings of a day. With this data inhand, they would be able to schedule the agents shift timings accordingly. By placing the best agents on thepeak hours of callers timings, would be beneficial as they would be able to up maximum calls at a time. Theseagents should also be entrusted by their superiors with enough power to do their work without havi the need havingto check. All this would definitely help in raising up the level of customer service.Source : http://www.vcarecallcenter.com