Search engine giant Google has decided to attach more value to customer service and CRM than ever before. It has planned to modify its search engine algorithms to ensure that business firms with a bad reputation among the customers will not find favorable search engine page ranks (SERPs). In the present system, companies which have more of online rant complaining against their customer care or their experience post telemarketing often find themselves dominating the higher rankings. The bad publicity translates into more online visibility for them! Google is now working for a different way of gleaning past these unfair ranks to businesses that don’t care about their customers.
According to the new system of Google, words like ‘thief’, ‘rip off’, ‘liar’ would be counted as discredits. BPO companies who are into online lead generation through websites have to be careful now on. They have to pull together their customer service department, both online and offline. Fusion BPO Services looks at this new development with considerable interest. It will surely be a fresh perspective at how business networks are perceived on search engines. At the same time, business firms have to be careful about online reputation management. They have to get over the various posts and content that portrays the business in a negative light.
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The right kind of analysis at the customer service desk will help in getting rid of excess baggage that makes it one of the lesser efficient departments of call center services. The customer care department has long been the cause of complaints, grievances and some serious loss of customers. Callers often abandon the brand when they find that the inbound call center desk is not capable of handling their problems. The after-sales service is one of the major deciding factors that compel the customer to make a purchase. If you are not scoring highly there, you are setting yourself up for some real trouble in the long run.
Customers are more demanding than ever in the recent times. They want the best call center services taking care of their needs. When they feel that they are not getting the kind of customer service that they are looking for, your brand is on the path of losing them. Call centers have to analyze the situation and mark out areas where they are going wrong. They have to pore over data and establish the reasons of customer grievances. Answering service units have to drive towards first-call resolutions and decreasing the hold time. The hold time is directly proportional to the efficiency at the inbound call center desk.
Today, BPO firms are actively involved in brand building and consolidating that brand online. Online lead generation cannot be successful unless call centers care to develop a brand. Consumers are wary about purchasing anything that does not have a brand value. When it comes to online products or services, they are even more sensitive about the brand. However, like brand consolidation, brand protection is a call center job as well. There are so many of these times when the customers are not satisfied with the kind of services and customer care they have received. No brand can make everyone happy. They are also likely to vent out their anger online on blogs, forums and discussion groups.
It becomes the job of your call center to protect the brand and salvage its image. If you let the negative noise roll on, very soon it will engulf all the brand building that your BPO firm did over the years. Your call center services have to step in and add their voice to the noise. You have to speak on the same forum and point out what you have to say. It has to be a stately response to all the bad mouthing that is going on. You cannot take part in the mud-slinging match. The BPO service agents have to restrained and mention plain facts and make the brand’s voice heard.
The frustration that consumers face when talking to a call center agents often drives them away. The frustration could stem from the inefficiency of the BPO, from the poor voice quality of the calls, from the bad accent of the phone answering agent or from the inferior technology used in customer service. Poor customer care is a major reason why brands lose out on consumers. In the context of the modern business, many consumers make the customer care of a brand to be the deciding factor as to why they would buy from it. Consumers are no longer willing to purchase anything from a brand that is known to be messy with their after-sales service. They know that they will have run-ins with the customer care department and they don’t want to wait hours trying to get their problem fixed.
In a way, the whole matter boils down to one aspect of the BPO: customer care. Often touted as the department which is more instrumental in brand-building, the answering service team has a very real contribution to make towards the telemarketing campaign. This means that the BPO service managers have to ensure that the work at this desk is being done like it should be. In surveys conducted by independent firms, it was found that 42% of the respondents felt that voice quality frustrated them. In fact, 68% of them also felt that they hung up the call if the telemarketing agent they were speaking to was not efficient or a good telemarketer.
