Monday, February 21, 2011

Call Center Outsourcing

Call Center Outsourcing

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Friday, February 18, 2011

Customer Satisfaction Management in Call Center Outsourcing Business

Customer satisfaction and to gain customer loyalty as well as the quantitative tools used to analyze data obtained from customer satisfaction and loyalty surveys and how to draw managerially meaningful interpretations of the output.

Tips for Call Center Customer Satisfaction :

* Importance of customer satisfaction assessment and the consequences of ignoring this vital area.
* How to design a study to measure customer satisfaction, how to structure and administer the survey questionnaire and how to select the sample.
* How to analyze and interpret the results from the customer satisfaction survey to answer specific management questions dealing with key drivers and performance.
* How to implement results from the study to establish performance standards and goals for future.
* How to develop summary measures and methods for determining the relative importance of product/service components using correlation's, regressions and more advanced techniques.
* How to analyze drivers of dissatisfaction and delight; what methods are used for linking satisfaction to profits.
* What are the mixed models of customer satisfaction data; how to analyze customer complaint data.
* Which statistical process control methods are best for comparing results from different organizational units or from different points in time.

Research's Role in Customer Retention:

* Justifying the cost and effort of customer satisfaction research
* Customer perceived quality
* The importance of customer satisfaction and its relationship to profits
* Managing customer satisfaction and retention
* The evolution of customer satisfaction measurement and management
* How to keep customer satisfaction research decision-oriented.

The Qualitative Phase in Customer Satisfaction Research:

* Learning what product attributes should be tracked in customer satisfaction measurement
* The structure of customer satisfaction
* The discovery phase in customer satisfaction research
* Secondary sources, internal interviews, customer interviews and focus groups
* Organizing the results of the qualitative discovery process into a practical questionnaire.

Constructing the Questionnaire for Satisfaction Measurement:

* Structuring customer satisfaction tracking questionnaires
* Mini-workshop
* Key issues in constructing customer satisfaction tracking surveys
* Ordering of questions
* Contextual nature of the relationship, key measures and types of scales.

Choosing a Sample and Administering the Survey:

* To whom to administer customer satisfaction questionnaires
* Sampling and sample size issues
* Options for communicating with subjects
* How often to measure customer satisfaction.
* Research to identify performance standards acceptable to customers

Analysis Plans and Overall Customer Loyalty Measurement:

* Developing an analysis plan
* Typical analytical objectives for customer satisfaction tracking
* Summary measures of customer satisfaction and loyalty
* Using basic statistics for customer loyalty measures
* Projecting the results from samples to describe how how loyal your customers are
* Introduction of case study and discussion of specialty topics such as Secure Customer Index (SCI) and Net Promoter Score (NPS).

Uderstanding the Importance and Performance of Different Product and Service Elements:

* Options for summarizing performance
* Determining the relative importance of attributes
* Direct and indirect methods of determining the nature of attributes
* Avoiding pitfalls in interpreting results
* Dealing with multicollinearity among processes and subprocesses
* Dealing with missing data. Factor analysis and other multivariate methods used in CSM
* Analyzing the nature and sources of problems.

Setting Improvement Priorities:

* Presenting the output to support actionable recommendations
* Case study workshops
* Interpretation of findings and facilitating action planning
* Selecting the best forum for communicating results.

Quantitative Research on Customer Complaints and Problems:

* Dealing with data on complaints and problems
* Developing the problem impact tree to assess the financial impact of unreported problems

Classifying Various Levels of Customer Satisfaction:

* Analysis of ordinal scales of satisfaction
* Actionable standards for defining delighted and loyal customers
* Summary measures to track drivers of dissatisfaction and delight
* Determining the relative impact of drivers of dissatisfaction and delight
* Case study workshops

Identifying Penalty, Reward and Performance Processes:

* Understanding the nature of attributes to further refine recommendations to management for quality improvements
* The use of penalty-reward contrasts, butterfly charts, and other methods
* Graphical presentations of these analyses
* Case study workshops.

Linking Satisfaction Score Levels to Customer Retention and Profits:

* Simple forms of linkage analysis
* Projecting the impact of overall satisfaction and process satisfaction on retention and profits
* Advanced methods of structuring this problem, including structural equation modeling and PLS.
* Incorporating competitive information using Customer Value Analysis.

Applying Results to Business Decisions:

* Overview of customer satisfaction research applications
* Illustrative cases and examples
* Setting internal quality standards
* Compensation and incentives
* Managing problems and complaints
* Problem resolution systems
* Resource allocations
* Managing customer value
* The American Customer Satisfaction Index
* Six-Sigma.

Thursday, February 17, 2011

Offshore Call Center Outsourcing Economical Solution For Businesses

Firstly, call centers manages tasks to satisfy customers, and attract customers for your company. Call centers can also be help desk support and advice center for your business and it can handle both inbound and outbound calls for your company.

As you can see, call centers are a very important tool for businesses today in terms of customer relations. It is considered to be an essential part of any company in order to satisfy, attract and in keeping contact with your clients. However, it is also a fact that putting up your own call center for your company can be very costly. It will require you to purchase the technology needed for it, such as computers, software, and it will also require you to hire additional employees to act as call center agents.

This is why companies today are now considering hiring call centers offshore. If your company needs a call center, you can outsource your call center in other countries in order to cut some operational costs. Outsourcing call centers in other countries, particularly developing countries, is very cheap because of the difference in the minimum salary rates with a particular developing country. You will see that the minimum wage is far lower than in your country.

Your company should prefer an offshore call center that hires staff with good English speaking skills in order to communicate with your clients better. Developing countries, such as China, Philippines and India are three of the most popular countries that provide great quality services for a call center. They have a lot of talented individuals with great English skills that will be able to communicate effectively with your customers.

When you are outsourcing your call center offshore, it is important to consider the following things before you sign the contract in order to ensure quality service:

* English proficiency – The call center agents in the offshore call center should be able to have good English speaking skills. They should be able to communicate with your clients well in order to satisfy their inquiries. This is very important because call centers are supposed to be the communication ties between your client and your company.

* Average call waiting time – It is also important that you should find out how much your client will have to wait until their calls are taken by the call center agent. It is important to realize that there will be clients who will be complaining about your products and services and you should realize that they are already irate before they even made the call. Making them wait will only add to their dissatisfaction and irritability. This is why it is important that a call center should be able to take your client’s call as soon as possible.

* Length of conversation – The call center agent should be able to handle the calls as short as possible. They should provide the best answer possible in order to satisfy your clients as soon as possible and make the call as short as possible. By doing this, the call center will be able to handle more calls.

These are some of the features that you should look for in a call center. This is why it is important for you or your staff to call the call center and pose as a client in order to know about the quality of their work and also make sure that it isn’t deteriorating.