Blogs & Articles

How to use an outsourced call centre to achieve your business objectives?

In today’s competitive world, CEOs and Business Heads have to try every trick in the book to get ahead. And with an ever changing environment it is difficult to continuously spot trends and keep on top of them. One of the keys tools that every business can use is that of a contact or call centre. Call centres are not only about telemarketing and pesky calls from telemarketers. Call centres are an important channel to communicate with your prospects and customers. And customers are not only consumers but institutional buyers and trade and channel partners. Here are some of the applications of a call centre that you can consider for your business Consumer Services help lines for your consumer products Trade help lines for dealers and retailers to reach you Customer Service lines for managing your customer interaction Centralised reception desk for your organisation across multiple cities Contests and Promotions help desk Events and Trade Show invitations and RSVP Customer welcome and onboarding Customer retention Concierge service help desk for your customers Language interpretation centre for your international customers Service tracker and customer satisfaction survey implementation Telesurveys and Market Research Telemarketing and lead generation Database updation and CRM Investor relations and service Human Resources – Employee Help Lines Supplier and Vendor enquiry line Supply Chain and Order Management Investing in a good good contact centre and team that can manage various organisation needs is potentially a good move for any brand. As a CEO, Business Manager, Sales or Marketing head, Consumer Services Head , HR Head or Supply Chain Head you will find immense use of having a call...

Direct Marketing – A Revival in India

Direct Marketing in India has often been misconstrued as Direct Selling – Door to Door, Cold Calls & Telemarketing . That is because Direct Marketing has seldom been practiced the way it should be. Using data analytics and consumer preferences and then making the right offer at the right time using the right medium – that would be considered as well practiced Direct Marketing. Direct Marketing costs money and is highly accountable. And that is one of the reasons it is not easy for a marketing manager to embark on such programs. It is quicker and seemingly better for the brand to focus on advertising and brand building. While advertising and brand building have their place in generating sales, there are several product categories that lend well to direct marketing. Hotels, Automobiles, Cellular , Computers and Hardware, Furniture, High End Cosmetics, Appliances and several other categories can use direct marketing as an effective tool for product trial, product purchase and product re-purchase. An important component of direct marketing campaigns is the ability to interact with the consumer and prospect on phone. Outbound telemarketing or inbound customer lead generation can both be an integral part of any  direct marketing campaign. To know more about how services from Kankei can supplement your direct marketing efforts please do contact us. We would be happy to share our vast experience in this area and see how you can use our services to make them work for...

The challenges of getting the sales team to enter information into Salesforce.com and other platforms like SugarCRM and Zoho

There are many implementations of well thought through sales automation systems. These could be for a range of applications including retailer order taking, field sales reporting, prospect tracking and more. How many of these systems require your sales teams to keep them updated? Chances are that even the best sales automation systems that depend on the sales team to keep them updated will face challenges in implementation. Unless the data entry is of a core function like order entry or attendance recording, the priority set by sales teams to update such systems may be very low. As a result some organisations could have a situation where they have spent a lot of money in setting up sales force automation systems but have ended up with a system that does not have complete information. As part of any salesforce automation implementation, the organisation should have a plan and method for the sales teams to be able to enter information in way that does not become a burden for the sales team. One way for organisations to overcome the challenges of sales force adherance is to provide the sales team with inside sales support.  The function of the inside sales team can include assisting the field team with data entry into the salesforce automation system. Field sales representatives can call or email or send in their field reports and these can then be entered into the salesforce automation system by the inside sales team. If your organisation would like to explore setting up such processes for data entry and record updation into salesforce.com, zoho.com, sugarcrm and other platforms you can sign...

Why companies should invest more in customer welcome and customer onboarding?

The cost of customer acquistion in India is easily upwards of INR 1000. Yes, to get one customer even for an online store can cost INR 1000 and more. Remember the days when you had door to door sales teams selling credit cards. The direct sales agencies would get anything upwards of INR 500 just to sign up the customer. Add to it the new customer sign up processing cost and you are already at INR 1000 plus for a regular credit card relationship. No wonder that when you walk into your bank, your relationship manager is eager to sell you every other product that the bank can offer. This is to keep their customer acquisition cost low. What happens when the customer does sign up ? Quite often the same bank or credit card company will move into a highly impersonal mode of communication. The same customer who was wooed is made to hang on to the phone for time on end to get to the right person in the bank to resolve any basic queries and issues. One way for companies to reduce pressure on their customer service and branch service teams is to take a pro-active approach and have a structured customer onboarding process. Sure, it will cost money. But nothing close to the cost of customer acquisition. The tasks for the onboarding unit are: Connect with all new customers using phone, email and inbound web chat Take the customer through the key features, frequently asked questions, key benefits and welcome the customer into the brands family Get them assistance to download the company mobile application,...

Telephone survey – what can you use this important marketing tool for?

There was a time when phone penetration was so low that one had to wait in line to make a call from a public phone. A call to America would cost so much that parents would seldom speak to their children and usually for less than 3 minutes According to Forbes Magazine in January 2016 ‘India Just Crossed 1 Billion Mobile Subscribers Milestone And The Excitement’s Just Beginning’ Market research specialists had long considered telephone surveys as an inaccurate way to go about conducting research. Primarily since the demographics of phone users was skewed and you could not cut across Socio Economic Classifications by doing telephone surveys. With the enormous penetration of mobile phones, it is now not a question of demographics. It is more of a challenge of identifying the right person to survey, making sure that he or she is not on a Do Not Call Registry and then finding the right opportunity to contact them for a telesurvey Yes, its true that phone surveys could have limitations because they may not allow for in-depth questioning. However they can enable brands to do a large scale contact to obtain quick feedback on a variety of issues that may concern a brand. Have you seen our latest television commercial? Do you know that we have launched this product? Where did you last go for a vacation? Do you use a Smart Phone? Which brand of refrigerators do you prefer? And so on. You can ask consumers quick questions and get quick responses Kankei can assist you, the brand manager, in conducting telephone surveys with consumers and trade To...

Customer service v/s Consumer service

Is Consumer Service and Customer Service one and the same thing?? Technically, they both mean the same. However these terms are usually based on their context Customer service is generally for addressing a particular service need. For example, disputed credit card charges, reporting lost or stolen cards, getting a service request lodged for an appliance and so on. Consumer Service is generally a more broad term and normally used by companies to describe a function that handles consumer enquiries and feedback. A listening post for the company whereby the customer has a way to interact with the company on product issues or other feedback Typically you will find consumer services help line information and email contact information on various packaging of consumer goods companies.  The words – Consumer Services Helpline – 1800-xxx-xxxx are on various packed goods in India Consumer service is generally treated as an important function though in many cases may just be provided by the brand because of regulatory or statutory government requirements Being a specialist function the company needs to ensure that it has the right resources to manage its consumer enquiries on a timely and efficient manner Kankei provides consumer service & customer service management for large National & Multi- National Firms. Whether you are in India, Singapore, USA or other English Speaking Countries, your organization can outsource consumer services and call centre customer service to...

After sales customer service tracker

Are you a company that provides after sales service to your customers? These could be individual consumers or institutional customers. For Example: You could be a medical equipment supplier whose products are used by hospitals and nursing homes. Such equipment would often need after sales service While you may have your own service team or an outsourced service team, you would benefit from tracking the service levels and service quality Kankei provides its clients with a ‘Service Tracker’ service where in our teams work on behalf of our clients to track the levels and quality of service provided by their service technicians The Service Tracker Team contacts customers who have requested for service, especially for breakdown service. The team probes the following: Whether the service was performed The timeliness of the service response The quality of service performed If any residual issues remain The advantages of having a third party to conduct service-tracking audits are: Impartial Assessment Done on top priority Reporting and analytics done as per client requirements Ability to go across organization lines to resolve issues Outsourced team has focus and continuity over time To implement a After Sales Service Tracker for your organization please...

Order Entry and Order Processing

If you are running your supply chain on an enterprise level software or a SAAS platform, you will need to have processes for entering order information into these systems While you can create web and mobile application for your customer orders to be taken & such orders can be transported into your enterprise order management system, there are several other orders that need manual intervention Orders received on phone. Orders received by email. Orders received by fax. Orders given to the sales team. All these orders need to be entered into your SAP or other systems In addition, to data entry the following tasks need to be performed: Validation of orders Clarifications on orders where not legible. Modification of orders where ordered products are out of stock Cancellation of orders Tracking of order status Handling inbound enquiries Post order customer contact to access services quality A professional service company like Kankei can be used for outsourcing of your order entry and order processing. Kankei  has vast experience handling such processes. We can provide these services to International companies located in Australia, Singapore, USA and other English Speaking Countries. To receive a proposal for management of your order entry and order management please contact...

How companies in India are losing tons of marketing funds through wasted marketing campaigns

Have you ever sent a response to a short message (SMS) code advertised in the papers or on Television? There is a very high chance that you will not get any response. Have you written to a company asking for product information? Again, high chance that you will not get a response on time. Or on receiving a telemarketing call you have requested a callback later and the call never comes? These are some of the small ways that companies in India are losing lots of marketing money. Companies and marketing heads need to put in place a simple funnel management system. All leads and inbound enquiries should be put into a central data repository. Such a repository can be easily set up on a CRM platform like zoho.com or salesforce.com.  Website forms too can be easily integrated on such platforms. A responsible in-house or outsourced team should be tasked with funnel management. The teams responsibility could be as follows Collate all the incoming leads and enquiries in a systematic way Respond to all inbound sales enquires on a timely basis. Follow through with internal stake holders for example: sales team to ensure that the lead has been followed up on. Call the customer through a service tracker calls to check if the lead was responded to and if it generated sales. Set goals & sales target for the team and set up processes to monitor them. Companies should encourage inbound enquiries, as the chance of conversion is high And a proper funnel management system will ensure that the company gets results from this channel To know more about...

How FMCG and pharmaceutical companies in India can outsource their consumer services helpline?

We have been handling consumer services for several FMCG, Pharmaceutical & Multi- National Firms since 2001. In the current business environment, company managers have several market challenges ahead of them. Dealing with individual consumers, while a very important aspect, can be handled by third parties By creating a specialist outsourced consumer services team the company can create an effective way to handle consumer queries and to have them resolved on a timely basis. The role of the consumer services response management outsourced partner can be outlined as below: Set up consumer helpline (Toll Free) , web chat & email response management & social media response management infrastructure. Hire and set up a team of consumer services specialists to manage the consumer services function Train the teams and set up quality management processes Set up reporting and analytics dash boards Operate all the consumer response management touch points – call center, email response, web chat, social media response and snail mail (Yes, people do write to companies) Pharmaceutical companies can benefit from outsourcing their consumer services management to reliable service partners like Kankei. Kankei is headquartered in Mumbai, India and able to provide consumer services management for companies in India, USA, UK, Australia, Singapore and more To know more about Kankei visit our website (www.kankei.com) or write us at...
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