Internal Customer Service in an Organisation

Customer service is the set of behaviors that a business undertakes during its interaction with its customers. It can also refer to a specific person or desk which is set up to provide general assistance to customers.

Many organizational charts employ an inverted pyramid with customers at top. Some companies instead put their employees at the top. In many senses, the employees are management's customers. Corporate values that emphasize treating employees well translate to good customer care too. Does your organization value its people? Invariably, companies that care about their people can better ask their people to care about their customers.

Catering to Customer Service Needs :

Here are five tips for your organization to help strengthen its internal customer service orientation.

1. Employees should never complain within earshot of customers. It gives them the impression your company isn't well run, shaking their confidence in you.

2. Employees should never complain to customers about other department's employees. Who wants to patronize a company whose people don't get along with each other?

3. Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or off-sites, or creative gatherings, as well as day-to-day niceties.

4. Utilize post mortems after joint projects so everyone can learn from the experience. You can mend fences and gain new understandings when everyone reviews what went right...or wrong. By doing so after the project the immediate pressure is off, yet stronger bonds can be forged while the experience is fresh in peoples' minds. Not doing so can result in lingering animosities that will exacerbate future collaborations.

5. Let your employees become "Customer for a Day" to experience firsthand what your customers experience when doing business with you.

By improving internal customer service you have just enhanced the customer service your external customers receive. You're walking your talk regarding customer service.

Posted by: Steven Robert
Sales & Marketing
Call Centers India Inc.

http://www.callcentersindia.com/

Why Indian call centers are better?

When I tell some prospective clients that workers in India will monitor their calls, I can feel the fear. They're worried that people for whom English is a second language won't be able to understand the nuances of what's being said in the calls. They think they won't get accurate quality scores out of Indian centers.

But those of us with long experience using India-based workers for call monitoring know that's just not a problem. In fact, there are many advantages – besides cost-savings – to using Indian workers. Some of the other pluses:

1. Better education. Generally, the education and work-experience level of agents is higher than in the U.S., as there are fewer better opportunities for well-trained workers compared with the job market in the States. In general, these workers' English is excellent. And since they're not speaking live with customers, their accent isn't an issue. NOTE THAT 100% of all BPO agents are typically college educated, and within HQ, 20% have advanced degrees.

2. Low turnover. Attrition in a typical US contact center is between 100 and 200% annually. In India, the percentage is generally more like 24% to 40%. Plus, call-monitoring jobs are highly desirable in the call-center world overseas, as they take place during regular local working hours. At the end of our work day, call-center managers transmit call recordings to India – where the sun is just coming up – and by the next morning U.S. time, those calls are evaluated and data is delivered and ready to use. The daytime work schedule in India means we can cherry pick the best agents from other centers, who've tired of the more-stressful job of answering live calls from U.S. consumers in the middle of the night India time.

3. More methodical. India is a land of engineers - much more process oriented than in the US. This process oriented culture is perfect for QA processes. They are basically tailor-made for evaluating the very detailed attributes our customers want to track. The results from our India centers are top-quality and very consistent.

Posted by: Sales & Marketing Team

Call Centers India Inc.
http://www.callcentersindia.com