In today’s world of rapid globalization & changing
market strategies, companies face extremely tough challenges. To maintain this
pace & continue the edge to edge market sales, many companies are changing
lanes from a product- sale plane of action to a much broader perspective of
marketing & customer satisfaction strategy.
Customer is always right! Organisations swear by this
statement. Customer expectations have spiked to the highest potentials. With
the growing demands of the customer, there has been a lot of intolerance from
the customers as well. Therefore, it has become all the more necessary to build
strong customer- company relationships. Offering proactive services to your
customers by introducing, engaging & engulfing customers has become the
foundation of such a process to fulfil the goals of the company.
Proactive & reactive customer
services: as of yet, not many companies have
understood the importance of proactive service strategy. They are still
practicing a reactive service strategy. In a reactive service protocol,
companies only react when a problem arises from the customer. This occurs only
when, the customer reports a problem. A reactive service; company will wait
till the time a customer tries to contact the service provider & ask
questions. There is a high probability of a negative feedback in such
scenarios. The brand loyalty is adversely questioned; and a two communication
is affected between the company & the customer.
On the contrary, a proactive service provider will
approach the customer before there is a problem. It will monitor customer
behavior for possible problems & timely reward the customer with reward
points, payback points or loyalty referrals. They try to build a strong
relationship between the customer & the company. A proactive service helps
to earn brand recognition & respect for the company. A BPO in India is an
effective way of using proactive service at its best. BPO or business Process
Outsourcing is to outsource operations & responsibilities of businesses
functions to a third party service provider. A BPO can include call
centre services which handles a part of the clients businesses by
handling telephone calls for the company.
The importance of a proactive customer
service:
Nurturing customer loyalty: A proactive customer service fosters customer
loyalty. A customer will like to interact with a company not only when he has a
problem but also be happy to know, that the company has not forgotten him.
Reducing inbound calls: an important aspect of proactive service is the
reduction in inbound calls. The Outbound
sales call center is specialized in initiating calls from the call
centre to the customer prior to the call from a customer or client. Calls from
the telemarketing or surveys are usual calls from a company to show proactive
support.
Self-improvement: A
proactive approach can help determine the actual brand value of the companies
by surveying satisfaction/dissatisfaction rates, opportunities & failures
aspects.
Individual customised service: what could feel more special than giving customized,
special attention to your customers? Every customer is special & one in a
million, if this is conveyed to the customer, then it’s a win-win situation.
Customer satisfaction: Proactive
service avoids disappointment & let downs. Improved customer satisfaction
helps to generate revenue.
Brand awareness: A
proactive customer service ensures the brand is remembered. Customers follow
the brand everywhere. More followers’ means more reviews for the website.
How do we provide a proactive customer
service: the Out bound call
centres in India is a type of proactive customer service which is
growing rapidly. Call centers in India are one of the takes
for proactive customer service providers. The call centers in
Delhi, have popularity for not only inbound calls but are also serving
as outbound call center.
Call center support services: help customers to register their complaints, register
feedback & provide reviews of the services they have availed. Getting a
feed-back is easy, a survey can be framed for 2 minutes. Such support services
provide information on personalised products & its servicing information
timely.
Rewarding customers for
their reviews, offering them loyalty reward points & explaining them how
they can avail these is an important task of a proactive customer care
strategy.
Prior information: sending
an e mail for renewal subscriptions & offering a discount to thank them for
their business improves the chances of retaining the customer for a longer time
with the company.
Admitting mistakes: it’s
always better to admit your faults even before the customer finds out. If your
company finds out a problem, you can offer an apology to the customer, offer a
discount on future renewals, and explain the nature of the problem & its
cause & effect ratios.
Live chat session: a
live chat consultancy with the customer saves time & the doubts are
resolved immediately. The customer does not have to hunt for contact details
& wait days before they a reply from the company.
Regular polls & surveys: regular sale surveys & feed -back via call
center support services ensures the customers timely
reviews. This helps in maintenance of easy information regarding customer’s
satisfaction census.
To recur the cost effectiveness & the efficacy of
a product, call centre services in India are working 24X7. They provide support
services not only for marketing purposes but also specialise in determine key
strategies for company’s growth on a long term basis. Feed-back is an essential
feature of the call centre outbound services. These services
timely ensure customers feed-back & the response to their product. In such
a scenario company’s get assurance of the selling products simultaneously.
An outbound call centre can be
acquired by an already established outbound call center
outsourcing provider. To find a good outbound call centre outsource
you have to find the key features such as:
An excellent record of accomplishment
Experience in customer service & sales efforts
Expertise in providing such service
The broad-spectrum range of different types of
services provided
Call centres in Delhi have trained expertise in delivering what is
best for the company. Their staffs are constantly upgraded for customer care.
call centre outbound professionals deal with day to day customer
queries approached before the customer demands. It is therefore a more positive
& proactive approach towards customers. Outsourcing services for both the
company & customers can enhance the production & enhance the key
requirement of the receivers. Customers like to be always on the top list of the
company & love to avail beforehand cash coupons or vouchers. Loyalty from
customers can only be demanded when the company promises to be loyal.
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