Customer service has great impact on how people see a business and it is important to evaluate the performance of the call center regularly. Since many large businesses tend to make use of offshore call center services providers, their quality may not be as desired by the customers. Though most of the service providers in India do have an excellent name for its quality, it is always good to check their quality before you shake hands with them.
The quality of the customer service delivered at any call center company in India and anywhere else for that matter is directly linked to the level of customer satisfaction. A quick analysis of the rate of customer service can tell how well a customer is treated when a call is made and if the customer is satisfied with the resolution given. Depending upon the result of the analysis you can decide the fate of that particular company.
First Call Resolution
This is another metrics that can tell you if the Indian service provider you have hired is performing well. You can quickly pull random data for some months and check for the percentage of the first call resolution scenarios. Well, if the percentage is high, you can assume naturally that the team is doing a good job. If not you might want to look into the situation a bit more closely and figure it out.
No one wants to stay talking to a customer executive to get solution for their concern and response time can definitely impact customer satisfaction and even their loyalty to the brand. Even if a perfect resolution is given to the customer after delaying it for any illegitimate reason, customers may be forced to leave you once and for all. A quick analysis of the relation between response time and customer attrition can tell you where the offshore company has to work hard on.
IVR systems are primarily used to make the customers get resolutions faster and to save time. One of the most heard complaints of customers is that the IVR itself is confusing and it never takes the customer to the right place without being thrown around different departments. You can study the effectiveness of the IVR periodically and manage the same more efficiently to support customers.
Since most of the companies offering these services are located globally, it is very unlikely that customers get native speakers of English. Being a service provider, make sure that the representatives of the company are trained the best way to effectively interact and support the customers. Representatives with poor communication skills can eventually kill your business for sure.
While these can be the best ways to analyze and evaluate the performance of an offshore company, schedule adherence, accurate forecasting systems and better technical support to assist the facility also will surely help.
Keep reading our blog to know more updates on call center services.