Showing posts with label customer service Managers. Show all posts
Showing posts with label customer service Managers. Show all posts
Customer Service 2.0
The idea, A customer service which can accommodate all the requirements of a customer support, needs of the business, and Needs of the client.
Focusing on the growth not revenue, focusing on the best calls and best support provided to the customer, a customer can demand an unexpected discount/a replacement and we should be able to do that in click of a button.
The product: An all-powerful customer support soft device which can have facilities for the support agents to 

1. Answer the calls
2. To call the customer back
3. A computer with access to all the websites
4. A direct connect with the service provider (Client)
5. Agent centric approvals
6. State of the art seating arrangement for a relaxed agent.
7. The soft device must be integrated with the Quality team
8. Any call which has shouting meaning the noise on the call is above 80 Decibel must be sent to Quality team immediately.
9. Chat service
10. Email Service

This is not an ACD or a Dialler or a Chat but all in one. We are very close to it I can say we are at 60% of the above CRM. Agents seats must have a

a) 4′ x 4′ footprint.
b) The cubicle must have flexible aesthetics,
c) Eco-friendly panelling material for the panels,
d) Adjustable partition heights,
e) Can have good space to bring a comfortable office furniture like chair to the table.

We are in a process of doing this at our center, its tough to do it keeping the cost in mind but our mantra is growth against the revenue.

Customer service should be all pervading. We should be able to get business of a client from any part of life like medical Industry, Telecome, Autombile, Inernet service provvider, Recruitment, Real Estate and so on as I truly belive in the fact that all the customer services are the same. We can resolve customers issues basically by being a passionate customer support rep, we can resolve any pain of a customer by making the person on the other side of the phone trust us. The technical part of the customer sevices can be learned that’s no biggie.

Why Our customer service is different, It is because
  1. All hands rise seminars where any agent can ask a question which bothers him or he/she needs a clarification.
  2. Our customer service Managers/Team Leaders/agents fight with the clients we are servicing so we can provide as much satisfaction to the customer as we can. Belive you me sometimes I have to get in the fight just to pacify both sides. Usually my teams demand is what they are trained to do, they want the customer to be happy no matter what. Sometimes this disappoints the clients but ultimately they understand its for the good for their brand.
  3. We keep staff 20% more than required to make sure that the calls are answered as quickly as they can. We don’t like that redline of the ACD. WFM is our forte. Minimum to zero hold is the solution to all customer.
  4. Agents are not suppose to look at the AHT (Average handling time) they are suppose to look at a happy cutomer 😊
  5. No IVR. We don’t like IVR so our IVR a basic one which says ‘ Thank you for calling let me connect you to the next available rep’
  6. Agents are trained in such a way that when the call lands to his/her station he/she recognizes the name of the customer on CRM and greets the cutomer with last name. Tries to be as pleasant as he/she can, depending on the mood of the customer
  7. Our Agents takle responsibility hence they need all the mentioned facilities above. They want the ownership of the resolution and want to follow up until the customer is happy. They give unprecendented discounts/replacements/vouchers which a few times are so big that I have to discount our clients. As the discount was too big for the client to cover. We never stop them from taking decisions that’s how we want them to be, BOLD, that’s how they should be.We go that extra mile.
  8. 100% Call monitoring and Feedback sessions, we are listening to 100% calls of each agents. We have a (1 QC on 2 Agents) team of quality trainees whose job is to listen to each call and raise the red, oragne or green flags.
    • Red: Bad Call agent must be terminated upon the Quality heads finall call
    • Orange: Quality Team leaders must listen to the call to either clear it as a green call or mark it to the next level.
    • Green Call: A call which was satisfactory and the customer was happy. We don’t belive in a wow Call as we think every call should be a wow call.
  9. We respect and love our agents so if a customer is nasty and cursing, we niether entertain that customer nor we explain that to our clients.The quality team send the call recording to the client
  10. The customer service hierrachy is as such that if the customer is not happy with the agent on a call next level should be his team leader the next level should be his Manager the next level is I (The CEO of the customer service) and then the next level is the Vice president of the Client. After that the clients decide what they want to do to conclude that call.
This is our demand to work with any client.

We are a flat organization with minimum hierrchy with all small and very few big cubicles. We keep it simple. Our managers sit with agents on the operations floor.Giving freedom to each one of them, that gives us the advantage to be better. We keep the people who are passionate and creative happy.

The Definition of creative with SSR is as good as (How Google works) defines (Our Agents mostly women,)
* ‘She is a person who knows the tools of her trade.
* She is analytically smart, she is comfortable with that extra mile to go to make a customer happy.
* She is Business smart and belives in excellance rathar than somehow surviving.
* She is competetive smart she belives in improving her and her coworkers by innovation and new ideas.
* She understands what we do and belives in SSR instead of just acting.
* She comes up ith genuine new ideas not stolen ones.
* She is curious, she questions herself, her bosses and the clients to get a new perspective. Never happy with the status quo.
* She takes risks, for example she gives unprecedented discounts/ replacements and is damn confident that she did the right thing.
* She doesn’t wait to be told she takes initiative.
* She is a free spirit, collborates with different departments like Quality, IT and HR to finds solutions for her and her peers. A problem solver.
* She can recite the details as and when anyone asks.
* She is funny and knows how to express herself. Instead of a talkative she is communicative.

We are in process I can’t say that I have all creative smarts working with me but we are training and working closely with everyone. We are at 97% efficiency, that 3% will always be tough but we know how to reach there and we will reach there. I love my team, I love their passion.