How a call center in the Philippines manages customer experience

How a call center in the Philippines manages customer experience

April 25, 2014

male-call-center-agent-offers-to-hand-shake
Almost every call center in the Philippines collects and analyzes customer experiences with brand representatives to meet each customer’s own expectation from the company. In doing so, a call center strengthens customer loyalty and increases market satisfaction. This process is called experience management (CEM).
Customer experiences come from interactions with your company—through purchases with your salespeople, service requests sent to voice agents, and even queries answered via non-voice and social media platforms. From the information gathered through these channels, companies follow these three steps to get CEM right:

•   Create complete customer profiles

call-center-male-agent-with-binocular

The first step in delivering a satisfying customer experience is knowing your consumers and understanding their needs. That’s why call centers must have a complete profile of each person they transact with; and by complete, it means more than just getting the name, contact details, and call log. The customers’ preferences, behaviors, responses, and any bit of information that could shape their expected level of service must be analyzed as well.

•   Personalize interactions

Once you have a deep understanding of your customers, your call center can now use the knowledge to personalize individual transactions and engagements depending on the customer’s profile. The call center representative will be able to sense when clients are most receptive and weave messages that fit their preferences. Having this familiarity with the customer, the agent’s offer will not just be relevant but also most likely be accepted.

•   Know what to do during the right stages of the transaction

hands-with-icons-of-agents

Every transaction is an opportunity to gather more customer information and improve the service from the last interaction. The agents, however, should know the right time and approach to use to make the data-gathering and improvement efforts successful. For instance, new customers may not be interested in additional recommendations yet, so they should be oriented about the products first. They should be profiled at this early stage of the business relationship.

More of the experience improvement and tie-strengthening efforts should be done in the succeeding interactions to strengthen business-consumer ties.

Any call center, be it in the Philippines or other top outsourcing destinations, will be able to know its customers beyond the surface if equipped with a precise CEM plan. More than knowledge, call centers must use understanding to meet expectations, drive satisfaction, and boost loyalty.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO6 hours ago
Wishing our colleagues, friends and family celebrating a happy #RoshHashanah. May you find joy, peace, and love in this new year.

#WeSpeakYourLanguage #OAHolidays #RoshHashanah5781
Open Access BPO
Open Access BPO11 hours ago
Customer data present a rich opportunity for #brands to create lasting impressions upon their target demographic. Here's how you can manage crucial information better to achieve a 360-degree view of your customers: https://zcu.io/VWID

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO1 day ago
We are on #LinkedIn! Follow Open Access BPO to catch up on the latest company news, industry insights, features, and blog updates every week.

Like, share, and comment on our posts to find like-minded people who you can exchange valuable conversations with: https://zcu.io/sxAl

#WeSpeakYourLanguage #OpenAccessBPOConnect
Open Access BPO
Open Access BPO2 days ago
Customers gravitate toward fast and convenient purchase methods. Amplify your #CustomerService strategy to ensure #CustomerSatisfaction and avoid getting repeat complaints: https://zcu.io/KWQZ

#WeSpeakYourLanguage #CustServ #CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Having a single view of the customer allows brands to see all the issues encountered by clients. This equips the business with a deeper understanding of customers' problems, enabling faster #CallCenter resolution: https://zcu.io/mag0

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO4 days ago
The growing number of #CustomerService cases resolved via #SocialMedia proves that the Internet has become the go-to channel for new generation consumers. Here's how you can supercharge your brand's social media customer support: https://zcu.io/wzqS

#WeSpeakYourLanguage