Why CEM matters in technical support outsourcing firms

OABPO Blog Team Published on May 2, 2014

technical-support-outsourcing-
CEM, or customer experience management, is defined as the process of collecting and analyzing consumer-brand interactions so that companies can improve their service according to each customer’s expectations.
Managing customer experiences is as important to multi-channeled technical support outsourcing firms as it is to customer service call centers. As pointed out earlier, understanding market preferences enables companies to meet customer expectations and strengthen brand loyalty. This is the ultimate goal of CEM, and as a result of achieving this, tech support teams help the brand they represent gain the following benefits:

•   Strong brand preference

technical-support-outsourcing---

A company with a well-executed CEM plan can become the most preferred brand in its niche. Customers consider reasonable price, availability, and use as some of the measures for preferring a product over its competitors. By shaping the brand according to the market’s preferences, companies can make their goods as the customers’ top choice.

•   Increased profitability

What comes after making products better-suited to the buying public is a likely increase in sales. Obviously, customers would purchase products they most prefer.

•   More customers

Improving the level of tech support would likewise elevate customer loyalty. Customers tend to continue supporting a brand that produce quality goods and show care through the personalized interactions with the representatives. These happy customers then become effective word-of-mouth marketers, as their testimonials could lure others into becoming new customers.

•   Reduced expenses

technical-support-outsourcing--

Obtaining new customers is an endeavor that is five to seven times costlier than retaining current supporters. Converting buyers into frequent customers and widening market reach require vast advertising and promotional activities.

On the other hand, using CEM to keep customers loyal comes with the added advantage of gaining new supporters, as explained in the preceding bullet.

As you can see, effective CEM practices help brands attain the main objective of meeting customer expectations and boosting loyalty. And in the process of doing so, they garner other benefits, which lead to more and more advantages as well. Managing customer experiences is indeed a process that technical support outsourcing firms must get right.
Open Access BPO uses the best technologies and the most reliable communication channels to ensure unhampered call center operations. Visit our website or join us on Google+ to partner with us.
 
 

Join us on facebook
Open Access BPO Yesterday
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗸𝗮𝘁𝗶 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗔𝗻𝗻𝘂𝗮𝗹 𝗣𝗵𝘆𝘀𝗶𝗰𝗮𝗹 𝗘𝘅𝗮𝗺𝘀

Open Access BPO Makati is holding its annual physical exam (APE) this week for employees at the Robinsons Summit Center office.

The APE is a collaborative effort between Open Access BPO's Clinical Services and RGO Laboratory and Industrial Diagnostic Center.

This streamlines the process for employees by bringing healthcare professionals directly to the office. It minimizes disruption to work schedules and allows employees to conveniently complete their physicals without venturing outside.

This initiative demonstrates Open Access BPO's commitment to employee well-being and ensures compliance with Makati's Environmental Health and Sanitation Code.

The comprehensive physical exam includes various procedures like blood analysis, vital signs check, visual acuity test, and chest X-ray.

#WeSpeakYourLanguage
#IdeaHubOABPO #OneForHealth
#WellnessEvent #HealthJourney
Open Access BPO Yesterday
When it comes to #ContentModeration, moderators need to possess specific skills, qualifications, and attributes.

So, if you're considering #outsourcing this service, these are the qualities you need to find in your prospective partners' employees: https://buff.ly/4awNYW4

----------
Outsource content moderation only to an expert #BPO with an expert team of moderators: https://buff.ly/3QXQUUZ

#WeSpeakYourLanguage
#outsourcing #ContentModeration #BPO
Open Access BPO 3 days ago
𝗢𝘂𝗿 𝗗𝗮𝘃𝗮𝗼 𝗰𝗼𝗹𝗹𝗲𝗮𝗴𝘂𝗲𝘀 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗲𝗱 𝘁𝗲𝗮𝗺 𝘀𝗽𝗶𝗿𝗶𝘁 𝗱𝘂𝗿𝗶𝗻𝗴 𝘁𝗵𝗲𝗶𝗿 𝗿𝗲𝗰𝗲𝗻𝘁 #𝗗𝗮𝘃𝗮𝗼𝗦𝗽𝗼𝗿𝘁𝘀𝗙𝗲𝘀𝘁 𝗵𝗲𝗹𝗱 𝗿𝗲𝗰𝗲𝗻𝘁𝗹𝘆.

During the event, our ops and non-ops teammates put their athletic and strategic skills to the test through five different games:

• Chess
• Scrabble
• Badminton
• Volleyball
• Basketball

Congratulations to all winners, and see you all in the next Sports Fest!

#WeSpeakYourLanguage
#EmployeeEngagement #WellnessAtWork
#HealthyWorkplace
Open Access BPO 4 days ago
𝗚𝗿𝗲𝗮𝘁 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗮 𝗯𝗿𝗮𝗻𝗱'𝘀 𝗴𝗼𝗹𝗱𝗲𝗻 𝘁𝗶𝗰𝗸𝗲𝘁, 𝘄𝗵𝗶𝗹𝗲 𝗽𝗼𝗼𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗮 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻 𝗸𝗶𝗹𝗹𝗲𝗿.

To avoid poor customer service, it's important to know what mistakes your #CustomerSupport agents commit.
If you want to prevent customers from seeing your brand as apathetic.

Here are 3 qualities to steer clear of to ensure stellar #CustomerExperience: https://buff.ly/4bmLsmI

----------
Don't let bad #CX hold you back.
Partner with a customer experience expert today and start exceeding #CustomerSatisfaction: https://buff.ly/3URcMSK

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Providing excellent #CustomerExperience is the best way to retain customers, ensure loyalty, and acquire new ones.

Good thing there are a lot of ways to ensure a pleasant #CX such as these: https://buff.ly/3V7fpS1

----------
Give your customers the best service they deserve.
Let's plan the best ways you can do that: https://buff.ly/3ysRhjX

#WeSpeakYourLanguage
#CustomerService #CSAT
#CallCenter #outsourcing
#CustomerSatisfaction
Open Access BPO 4 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗽𝗮𝗿𝘁𝗻𝗲𝗿𝗲𝗱 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗠𝗮𝗸𝗮𝘁𝗶 𝗖𝗶𝘁𝘆 𝗛𝗲𝗮𝗹𝘁𝗵 𝗗𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗿𝗲𝗰𝗲𝗻𝘁 𝘄𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝗲𝘃𝗲𝗻𝘁 𝘁𝗵𝗮𝘁 𝗳𝗼𝗰𝘂𝘀𝗲𝗱 𝗼𝗻 𝗵𝗲𝗮𝗹𝘁𝗵 𝗿𝗶𝘀𝗸 𝗮𝘀𝘀𝗲𝘀𝘀𝗺𝗲𝗻𝘁.

The free two-day healthcare event, held on the seventh floor of the multilingual call center's Makati headquarters, provided risk assessments, counseling for employees, and free contraceptives for all attendees.

Workers from Makati City's Health Department were able to accommodate over 130 employees, providing them with general check-ups, blood glucose testing, and HIV screening.

The Health Department workers say the program will help Open Access BPO employees determine how at-risk they are of diseases like diabetes, hypertension, and HIV/AIDS. Family planning lectures and counseling services were also available.

This holistic approach to wellness empowers employees to take charge of their health and well-being.

#WeSpeakYourLanguage
#IdeaHubOABPO #OneForHealth
#WellnessEvent #HealthJourney
Open Access BPO