Is employee retention important for business?

When I talk about the word ‘Asset Retention’, the first thing that strikes my mind as an individual is to hold on to and retain my valuables and assets. For any organization, retention could range from retaining their possessions to retaining their clients but when I speak about retention from my organization’s perspective, our biggest retention is withholding our people. With our employee strength in the multiple of hundreds and still growing day by day, we proudly boast that our average employee tenure stands at 1.5 years. We believe in grooming fresh talent to become experienced players. In cricketing world, winning the World Cup is the greatest honour but maintaining the number one position amongst 13 cricket playing nations is the supreme achievement. Success comes from experience and we have climbed the stairs of experience every day to achieve success over the period of 18 years since our existence. With industries across the globe facing the challenge to retain their employees, we have set a new benchmark of maintaining the highest retention across customer service industry. Our working culture inspire our employees to stay motivated and loyal which cultivates the sense of belonging and commitment towards the organization. I consider myself blessed that I am working with an organization where ideas and innovations are welcomed, personal development opportunity is immense and ongoing learning is boundless. Finally, I would like to end my subject with one simple arithmetic formula that “Retention = Business stability + Business continuity”. The above are the personal reflections of Moen Lakdawala, a member of the Kankei Team based in Mumbai...

Why companies listed on the Bombay Stock Exchange should invest in consumer services

As businesses become more competitive one of the drivers of profitability is the level of repeat purchase by customers. Not only does this drop the average customer acquisition cost but it also is a sign that customers are loyal and that they may influence the business in the long run So how does a company listed on the BSE gain from customer engagement? A highly engaged customer is likely to be a loyal customer. And one who refers the brand to others. This is a very important ingredient in the companies marketing mix. Consumer and customer engagement can take various forms. One important aspect of customer engagement is to have options for customers to freely communicate directly with the company and brand. This enables a two way conversation which not only resolves customer issues more effectively but also gives the company window into the mind of the customer. A publicly listed company has to build its customer based into a loyal one. And as a publicly listed company it has a responsibility towards its shareholders to be a customer centric organization. Publicly listed companies should set up a professional consumer services function that enables them to have the infrastructure to communicate with the customer. Such a consumer services function can be outsourced to a boutique consumer services firm like Kankei (www.kankei.com) Kankei provides customer service and consumer services support to several large domestic and multinational firms doing business in India As a company listed on the BSE, you would gain from outsourcing your consumer services to Kankei. Headquartered in Mumbai, India and in business for almost 20 years, Kankei...

How Brands can use Sampling Techniques like Direct Response and Missed Call Service

Very often we see an ad in the newspaper that gives us an email address or website to visit and we just move over to the next page. Taking consumers from offline to online is very difficult. No wonder print and TV ads are used more for brand building and less for driving website traffic – for that there are google, facebook and more cost-effective ways to reach consumers using digital medium So how does a marketer get consumers to see a print or TV ad and then work a way for the consumer to finally reach the brand website? And how does a marketer make it easy for the print ad viewer to reach the company in a cost effective and manageable way? Using Direct Response Call to Action like a Missed Call Service is one such cost effective and manageable method. And why do we call it ‘Manageable’? Because you don’t need a room full of call centre executives to take in campaign responses that may be at a peak for 2-3 hours maximum. For one, it will be expensive. Then there is the training cost to train so many executives on a campaign. And lastly there is a capacity issue. No matter how well you plan for direct response, chances are that you may have a large number of abandoned calls or customers who have to wait for a long time. And a Missed Call Campaign overcomes all these issues. So, how does it work? A brand engages Kankei to create a Missed Call based Direct Response Campaign. Kankei sets up a help line number that...

Call Center Outsourcing can go beyond answering phone calls

As consumers, when we call the customer service centre of a bank or telecom company, we may not imagine the scene at the call center. For us as consumers, it is a representative of the company picking up the phone and answering our questions. In reality, it is like a factory – with people, processes, technology. Many times working around the clock, 365 days a year. The customer service centre may also be located in another city and if it is an international call center then it could be in India or Philippines or elsewhere As the business environment is evolving, consumers can now reach companies through the internet – website, social media like facebook and twitter, email, voice over internet like skype – call center outsourcing is also evolving Call center outsourcing now goes beyond just handling inbound customer service calls. Brands can outsource other aspects of their customer interaction to service providers like Kankei, a specialist boutique call centre company headquartered in Mumbai, India. Some of the activities and business processes that can be outsourced to a good call center company are: 1. Social Media Response Management including Online Reputation Management 2. Email Response Management 3. Web Chat Handling 4. Customer Order Processing 5. Service Tracking 6. Customer Satisfaction Survey Implementation 7. Marketing Promotions Support 8. Direct Response Management 9. Event Management Support 10. Dealer Help Lines 11. Lead Generation To know more about such services and get advice on how you can better utilize your call center, contact us...

Advantages of Outsourcing Call Center Services

Outsourcing is used by an organization to reduce costs by transferring some portions of work to other companies. Establishing a multichannel in-house call center is expensive as it requires investment in facilities, equipment, technology, human resource etc. So, by outsourcing, costs can be managed in a better way thereby improving ROI. Also, since the call centers are adept in customer care, they offer better customer experience, which builds goodwill for the company. So, if you are concerned in saving your time and improve productive resources, then outsourcing your call center services is the best thing you can do. Read on to discover the reasons why it makes sense to outsource to a call center specialist: Reduced costs – Outsourced call center providers help you to reduce training costs, spread facility, equipment cost across many clients thereby benefitting by paying only for services that is needed on a transactional or per hour basis. So, you can utilize your resources for core business processes and this will help you in increasing your profit. Flexibility & scalability – Outsourced call center can plan for call volume peaks and valleys, schedule staff to work more efficiently which in turn reduce cost per call. Generally, outsourced call centers have the capacity to upgrade quickly for seasonal activity. Specialized industry knowledge – The managers and executives of the outsourced call center are experienced and have valuable insights and are sound in building strategies. Call managers signify your brand – Agents at outsourced call center are trained in many languages, fluent in English and are also trained to handle variety of client processes. So, the customers...

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...
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