In our previous blog, we have discussed on the 5 Reasons You Should Aim for First Call Resolution. Now that we have ascertained that First Call Resolution (FCR) is a critical measure of customer satisfaction and contact center efficiency, we will move on to how exactly you can achieve an exceptional FCR strategy implemented.
A large number of organizations have heard about First Call Resolution (FCR), but only a handful of them truly understands the gravity of the term. It seems to be a peripheral concern for all organizations, regardless of its size, scale of operations, target market, etc. as they look for measures to improve call center efficiency and handle issues on the double.
Multi-channel Customer service has become more like a norm in contact centers, than a favorable extension for customer support. Organizations are required to adopt multi-channel customer relationships to keep up with the exponential increase in consumer demand. With proliferation of new channels and technologies, consumers expect to communicate with businesses via new channels.
This approach makes a lot of sense; allow customers to engage on their preferred mode of communication and make them as comfortable and easy as possible to do business with your organization. But this approach, may sound attractive and appealing but will account for additional exertion on employees and technical resources.
Customers expect to be served with unprecedented quality at all times, irrespective of their communication channel. But providing consistent quality across all channels is a bummer. It is close to impossible in maintaining the consistency.
It is of paramount importance in sustaining and improving the relationship between your customer across their lifecycle. Here are 3 quick tips that will ease the process:
1. Be where the customer is. Not the most controversial statement in todays customer focussed environment, but being present where your customer prefers to be goes a long way. It gives the customer the power on how to engage with you, that suits his comfort.
2. Let the Customer decide the Level of Engagement. Agent-less or widely referred as Self-service is truly the most cost-efficient mode of communication, but might not be the ideal mode. Leave it the customers to opt for the level of engagement, There would be customer who prefer human interactions over self-service while undergoing a business transactions. Your objective is to make the customer as comfortable as possible.
3. Resolve Problems ASAP. Customers expect to their problems and issues to be resolved as quickly as possible. Despite the channels they choose, the customer support should aim at delivering quick responses to customers. With each transfer, phone call, email, text, customers lose their patience, which will question the quality of service you deliver and will compromise the goodwill of your business. Empower your front-line agents to resolve customer problems, which will favor in retaining and growing your customer base.
Customer experience excellence has and always will be the epitome of any business. That’s a no-brainer. But delivering consistent customer service is a herculean task. Here are few inspirational customer quotes that will drive you to push harder for the cause.
“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.” – Betsy Sanders
“I don’t know what your destiny will be, but one thing i know: the ones among you who will be really happy are those who have sought and found how to serve.” - Albert Schweitzer
“Give trust and you’ll get it double in return.” – Kees Kamies
“Do what you do so well that they will want to see it again and bring their friends.”- Walt Disney
“Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.” – Leon Gorman
“The best way to find yourself is to lose yourself in the service of others.” – Mahatma Gandhi
“There is place in the world for any business that takes care of its customers – after the sale.”– Harvey Mackay
“Customers will want to talk to you if they believe you can solve their problems.”- Jeffrey Gitomer
“Make a customer, not a sale.” – Katherine Barchetti
“The goal as a company is to have customer service that is not just the best but legendary.” - Sam Walton
“You are serving a customer, not a life sentence. Learn how to enjoy your work.” – Laurie Mcintosh
“Your most unhappy customers are your greatest source of learning.” - Bill Gates
“Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.” -Ross Perot
“The customer experience is the next competitive battleground.”- Jerry Gregoire
“Your customer doesn’t care how much you know until they know how much you care.” -Damon Richards
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” -Donald Porter
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve jobs
“One customer well taken care of could be more valuable than $10,000 worth of advertising.”– Jim Rohn
“Most of your competition spend their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.”– Seth Godin
“If we don’t take care of our customers, someone else will.”- Anonymous
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The year is 1997. I am 16, and behind the wheel of my first automobile: a 1988 Toyota Camry in baby blue, courtesy of my grandmother. With a Pavarotti concerto inextricably tangled in the teeth of the ancient tape deck, I am firmly and completely at the mercy of Clear Channel. Clear Channel, that media conglomerate that still dominates a huge proportion of the United States’ many radio stations, purveyors of pop, pop-punk, pop-rock… you get the idea. They were the bane of my newly mobile teenage existence.
This month, Clear Channel made an unusual announcement: a total rebrand. From now on, the kings of the airwaves would be known as IHeartMedia, named after their very successful online streaming venture, IHeartRadio.
IHeartMedia execs say that the change is intended to belatedly reorient the country for the 21st century and bring its brand identity more in line with the major aspects of its business: online streaming. Indeed, this is where the future seems to be. IHeartRadio has more than 50 million subscribers.
Image Courtesy of Shutterstock
But there was more than that. As my teenage self would tell you, to say that Clear Channel suffered from an image problem would be somewhat of an understatement. They were resented for the dominance they exerted over radio and their role in determining what amounted to a “national playlist,” a group of approved songs and artists that dominated Top 40 Radio.
In many ways, Clear Channel defined Top 40 Radio: they existed within it, and it within them. With Clear Channel in your passenger seat, you could ride from sea to shining sea, stewarded past the amber waves of grain by this or that top radio hits, the playlist as unchanging as the landscape of America’s vast, cornrowed interior.
It appears that Clear Channel/IHeartMedia executives had two goals when rebranding themselves. First, they wanted to shed those last vestiges of their uptight, corporate, un-fun past. Teenagers everywhere would be appeased, or at least fooled. They also wanted to reveal their true identity as a closeted tech company, an honorary graduate of Silicon Valley U, a fresh, young, and interesting tech company specializing in online streaming.
According to some, the brand’s reputation was so bad that it was actively damaging their ability to conduct business, specifically B2B. CEO Robert Pittman referenced the shift in tone they experienced after the change.
For rebranding to be successful, it needs to be representative of a cultural shift that has already occurred or is at least under way. If it’s only intended as a way to disguise and obscure a company’s true identity, it will ultimately be unsuccessful. The change needs to be genuine and, crucially, already under way, otherwise the public will perceive the deception and ignore it.
The Clear Channel/IHeartMedia executives have argued that the change is necessary to signify a shift they say has already offered. They argue that Clear Channel has grown since the launch of IHeartRadio, and the entire nature of the company has changed so much that it no longer made sense to use the old name.
Rebranding is a risky strategy that can potentially pay off. But it can also be seen as the death rattle of a doomed brand, the Hail Mary play that fails to even the score. It’s too early to say what will happen to IHeartMedia, but as the online streaming game heats up, they’ve certainly got their work cut out for them.
Russel Cooke is a business writer and consultant who recently relocated to Los Angeles, CA. Follow him on Twitter @RusselCooke2. You can find more of his work here.
Conflicting thoughts are an inevitable part of corporate life. It is necessary to bring them to the surface, because they could be a significant contributor to the organizational effectiveness. Once the organization is aware about the conflicts at hand, they could strategize their next plan of action to curb these conflicts from blowing up. However, due to certain apprehensions, these thoughts are seldom brought to the management’s notice. Corporate should ensure that such apprehensions are removed and complainants are protected. Protection of the complainant is equally critical, because certain complaints could have an unexpected aftermath for the complainant. Corporate should ensure the anonymity of the complainant is well protected and never be disclosed under any circumstances; this will also motivate customers in registering their accusation.
Even the Government of India has acknowledged the necessity of it and has suggested guidelines in Whistle Blower’s Protection Act, 2011 which received President’s assent in May 2014. On the same lines, corporate shall also create a mechanism to address all complaints. Software providers should act fast in recognizing the need of corporate to come up with a prudent cost effective solution for addressing anonymous grievances. They should proactively analyze the business scenarios thoroughly and come up with a solution.
The complainants are often apprehensive about the repurcussions of registering a grievance. However, if their identity is kept secret and are allowed to register their grievance as anonymous, this apprehension could largely be addressed. An automated voice process could further strengthen the complainant’s confidence by reducing the human involvement.
When a complainant calls, s/he should be greeted by a welcome message and be redirected to menu. In the menu options, s/he chooses the relevant option. After selecting the relevant option, s/he will be asked to record the grievances through voicemail. The voicemail will be recorded and will be played for customer’s confirmation. Once the customer confirms the voicemail, a voicemail ID will be generated for customer’s reference. An email notification, confirming the complaint registration, will be sent to complain registering authority. The call will be closed by playing “Thank You” message.
Ameyo Distress Call Solution is such a technology that implements a dedicated automated process for managing anonymous grievances. Developed by the leading provider of Enterprise and Contact Center technology, Drishti-soft Solutions, received positive acclaims on the a solution.