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Customer Support improves customer services

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					?To improve upon the customer services and support, the first and foremost step is to
reduce churn and cut upon the operational cost. There are numerous products and
services which require customer support as ongoing process. To meet the
specifications of clients and work within the resources, customer support cell takes
necessary steps. These steps include:

Equip your front desk staff with all the necessary information to solve customer
problems during the first call itself.

It's always beneficial to use local language that too in simple and understandable
words to make the call as short as possible.

Relevant data should be shared amongst customer care cell and operations, so that
they have a fair idea regarding Company's expenses.

By automating the device management functions and providing self-care options, the
call -time can be effectively reduced, thus bringing down operational cost.

Provide in advance all the information about service quality, subscription, billing,
balance and other relevant information to avoid such important yet time consuming
information on phone.

Customer support services are not only beneficial to the Company, but also to the
customer. Through proper Call Center Services, the faults can be identified and
secured at customer end only through proper information. Number of calls made to
customer support cell will be reduced enormously thereby reducing tensions at
customer's end as well. However, since some problems have to there, so fewer calls
will be made to customer support to reduce manpower at the customer support cell.
Since the directions are in simple language and are multilingual then customers have
comparatively less difficulty. In a way customer is benefitted, in terms of money, time
and less frustration.

It's not the customer and the Company that are benefitted, in fact the front-desk
employees are also benefitted in such a way that they have to tackle the problem.
Time taken to solve the problems has also been dramatically reduced. Executives can
focus on more important tasks of the Company.

Marketing and management team also gain from efficient Customer Support. While
marketing team can take up more assignments and provide quicker and efficient
services, higher satisfaction on customer part will also lead to lesser customer churn
and hence greater retention.

Eventually Management gets satisfied with efficient customer support because of
reduced churn, increased customer focus and most of all greater efficiency.
Jack Morkel is well known author has written article on BPO Outsourcing, BPO
Service, Call Center Outsoucing, Telesales and many other subjects.

				
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posted:4/23/2011
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