call center,bpo,customer care

Keep Your Customers Happy!

Customers are best suited to talk about your business and what you need to develop your customer service department. But very few business firms are actually paying attention to what their end users have to say. In fact, this lack of voice is what pushes customers to go out of the brand and look for products/services elsewhere. Customer satisfaction surveys are not just eye-openers for the inbound call center department. Clients and manufacturers have a lot to learn from this exercise as well.

Customer satisfaction surveys are necessary to find out what the customers want. Unless you know what they are looking for, you will not be able to cater to their needs. Positive feedback and constructive criticism are two areas that have a lot of potential to make a progressive change in the way things are done. These surveys can be used to equip BPO agents with more knowledge about the buying patterns of the customer. When they know what works for the customers and what doesn't, they can incorporate those elements in telemarketing services.

We have some methods of conducting customer satisfaction surveys:

• Setting the goal of the survey before we start making the telemarketing calls. This helps us save wastage of resources. We approach every customer service survey with specific goals in mind. We talk it out clearly with the client as to what answers they are looking at.
• Building up the framework of the survey by designing the questionnaires is an integral part of the process. We generally avoid asking open-ended questions. Such answers become difficult to quantify. A simple yes/no format is the best way out and is more effective. We use feedback collection mechanisms to ensure that we are tapping as many customers as we can.
• Information collection through websites, email surveys and phone calls. The use of different forms of media becomes necessary because customers prefer it to be that way. The traditional methods of customer service, through phone calls, are passé. Emails and websites, even online chat, are making their presence felt in the business domain.
• Scanning the results of the survey and mapping it through data entry. We use Optical Character Recognition (OCR) and Intelligent Character Recognition (ICR) for automated data conversion and entry. We also employ a dedicated team of data entry operators to complete the job for us. We are careful about leaving nothing to chance
• Data analysis through ANOVA and Correlation software. We often use data mining methods to collect/extract information from the database. We present the data to the clients in graphic or tabular charts, according to their preference. Our aim is to present data in a way that makes it easier for the clients to draw conclusions.

You can measure these in a customer satisfaction survey:

• If customers are happy with your service
• If they are having issues with their purchase
• How their problem can be solved
• How you can help them have a better experience at customer service
• How you can make better navigation/content/design on your website
• If the customer benefited from your brand