Customer service is the cornerstone of building brand loyalty and fostering positive customer relationships. In today’s competitive business landscape, delivering exceptional customer experiences is no longer a choice, it’s a necessity. In this blog post, we’ll discover the strategic advantages of outsourcing customer service.
Tag: Customer Satisfaction
Call Center Service Level – Are you measuring it right?
Call Center service level is a measure of efficiency. It measures what percentage of calls were answered within a specified amount of time. Do you measure service level for your customer helpdesk? Do you measure it right?
What is your customer retention strategy?
Usually a handful of customers contribute to a large portion of your total business revenue. What would be the impact of losing one of more of such customers? Do you have a customer retention strategy?
Look Beyond the MEAN
The extremes on both sides of the curve strongly influence customer behaviour. Hence, It is important to look beyond the MEAN to address the variation in a process. Understanding the variation along with the average performance and addressing the root causes for variation will help you better conform to customer expectations.
Unlock the power of Referrals!
In the quest to acquire new business and clients, small & mid-sized BPO / IT companies look to explore all possible options: social networking, direct mails, cold calling, conferences and outsourcing consultants. However, most of them fail to utilize the existing client network and never check for recommendations and referrals. Net Promoter Score (NPS) is…
Is your business strategy aligned to your Customer needs?
Customer needs are often hazy. Hence it is important to analyze customer feedback and align it with the overall business strategy. Kano Model is a powerful technique to evaluate customer feedback and requirements.