Good Quality Customer Care comes at a Cost

Customer care is now more important than ever before. Competition for limited customers is high. And new entrants are happy to slash prices to get new customers. In the price war scenario, one tool that will help with your customer retention is your customer care, customer service and customer call centre. High quality customer care includes the following components Having the right technology to answer calls based on their importance, the customers needs, the skills of the customer care representative and language Deploying the right human resources who are mature, trained and customer focussed Implementing quality monitoring processes that are thorough and pervasive Creating reporting and analytics systems that allow management to take the right decisions Creating and implementing processes that deal with customer issues, escalation and resolution on a timely basis Trained and consistent management team that does not see customer care as a duty but as a passion All the above come at a cost. And if you cut cost, you will have issues with quality. As a brand owner or business manager, you should have customer service and customer care as a well planned and budgeted function to ensure that this function delivers the quality required to keep customers happy and retained. You can outsource your customer care and customer call centre to established and dedicated organisations like Kankei. To know more about how Kankei can provide you with customer service and customer call centre services please contact...

The Role of Call Centres in Customer Relationship Management (CRM)

CRM is a loosely defined term that encompasses a range of activities relating to customer engagement. Just like we invest time and money managing personal relationships – talking, meeting, gifting, eating out, going out – the same way organisations invest in managing customer relationships. Some organisations may manage customer relationships in a formal process oriented fashion, while some may just do it in an informal way, while others just don’t manage their customer relationships at all. CRM (Customer Relationship Management) manifests itself in different ways. From lavish engagement of customers through gifting and rewards to good quality customer care , several initiatives fall under CRM. One essential part of any CRM strategy or plan is to have a good contact centre. A contact centre can play several roles that are critical to CRM. Whether your customers are consumers or trade partners. The role of the call centre in your CRM plan could be one or more of the following Welcome and onboarding contact Rewards and Loyalty program support Contests and Promotions support Customer transaction and service enquiry management Special event invitations and RSVP Customer retention of customers intending to cease relationship As a brand manager or business head you can use a call centre as an integral part of your CRM program To set up and operate your call centre for CRM you can seek the services of established firms like Kankei. To know more please contact...

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,...
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