Customer Service
Customer Service
Customer Service
12/29/2014 10:53 PM
Session Objective
At the end of this session, you will be able to understand:
Customer Service
A set of behaviour/activities that a company undertakes to take care of
its customers
Repeat sales
Referral sales
Higher Average Revenue Per Unit (ARPU)
Increase profits
Calls Management
MIS and Reporting
ACD Management
Organizational Structure
HOD-Head of department
AM-Assistant manager
TL-Team Leader
ATL-Assistant team leader
Q/R/C-Query/Complaint/Request
KNE-Knowledge and Escalation desk
CCE-Customer care executive
MIS-Management information system
Sr Manager
(Backend
Experience)
AM/TL (CC)
1. ATL/SME
2.CCE
AM/TL
(Operations)
1. KNE/Catalyst
2. MIS
AM/TL ( NonVoice)
1. ATL/SME
2. CCE
3. Operations
Manager
(Voice)
Manager
(Non Voice)
AM/TL (Q/R/C)
HOD
AM/TL(Call
Quality)
1. Call Auditors
2. Internal
Communication
AM/TL(Training)
Trainers
Frontend
Managers
Frontend
Executives
Manager (Training
& Quality)
Sr Manager
(Front end
Experience)
Manager
Question ?
12/29/2014 10:53
Honesty
Friendliness
Process Approach
Major Challenges
Read out the scenarios given below and write down the factors
responsible/reasons for there occurrence.
Scenario1: Natasha received sms from customer service informing her insurance
policy is in paid-up status due to non-payment for last 2 months and she needs to
make the payment immediately. She was surprised as she had given request of
changing the policy to onetime payment mode instead of monthly payment plan at
one of the counters few days back and had received confirmation on same. She
calls up at the call center to check if the request of updating the payment plan has
been processed or not and gets information it is not yet done
Scenario2: Rashi has requested for changing his mobile number at the call center.
She was directed to one of the stores to place written request. She was being
charged with Rs 300 and was informed that updation will happen in 2 working days.
But 7 days have passed and mobile number not yet changed. On calling up at call
center she gets a response that outlet has forwarded the request hence they are not
aware. On visiting the outlet she gets a response that request has been forwarded
from their end and is pending at activation department. There is nothing that outlet
can do in this.
Major Challenges
Scenario 3: Hector has joined ABC call center and has started taking calls today.
Till now he has attended 10 calls and all of them got escalated to the supervisor. For
all these calls customers were complaining that Hector was unable to give
information completely and was confused with multiple questions on products,
billing, schemes etc. Also the hold time was extremely high.
Major Challenges
Multiple Communication Challenges
Complexity of desktop/applications
Each agent manages atleast 5-6 applications while speaking
with customer
Accessing multiple screens in multiple applications
Increased chances of error
Impact on key customer handling metrics
Big Data
Thank You