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Good User Service = Good Customer Experience = More Sales

This is a well-known fact that today’s markets are customer oriented wherein they dominate businesses. Customer preferences are kept in mind before the establishment of a business and measures are chalked out for the upliftment of their satisfaction. Once, customer satisfaction is met, your business will excel and you will make profits. Hence, customer satisfaction should be taken seriously especially, if you are engaged in an e-commerce. The kind of problem faced in this area are more than any other kind of business as here, there is no scope for a direct interaction with the customers.

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Philippines ‘The Call Center King’

Philippines has become one of the most active participants in the BPO arena. This advancement has been led by the increasing demand for lower labor expenses, intelligent workforce, and of course proficiency in English. According to reports, the Philippines market share for the global offshoring and outsourcing (O&O) industry has grown to 15% in 2008, thereby making it the third largest O&O BPO destination in the world.

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Find out how AMEYO helps Samara
Have you ever heard of people getting killed by an apparition through phone calls? Well! sounds weird right? Why would ghosts use phone to kill people when they can do anything and everything with their power? In this video you will see a spectre who is advanced with all the modern gadgets that we humans use in our daily lives.
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Outsourcing has become a hot topic in business since the 1990s. Because of the fact it brings a lot of benefits such as cost savings, embracing new innovations and making companies focus on their core businesses, it is being waived by all the big companies. It also helps you get a larger and loyal customer base which enhances a company’s brand image. Therefore, the trend of outsourcing customer care services has widened. However, outsourcing a contact center is not a child’s play. Inspite of it spreading hastily, there has been many reasons for it to fail. To cite a few of the reasons for an outsourcing failure would be primarily because of variance in expectations in terms of performance, communications margins and so on and so forth.

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Call centers tend to have a substantial workforce and if we think about huge BPOs handling multiple operations then we can have hundreds of call center agents working together. What we need to remember is that the introduction of a new employee by an employer into an organisation means bringing in a new workforce aboard. However, besides this addition of a member into a group, there also begins a relationship between an employee and an employer which is carried forward for the benefit of the organisation he is employed with. The managers and subordinates (agents) are interdependent on each other in order to yield results conducive to their organisation. Hence, the bond between the two has to be strong. The management of such association between the two plays a vital role in the contact center arena. The stronger the relationship the greater the employee happiness which in return produces an increased productivity. In order to garner these benefits, you need to be mindful of keeping the significance of your employer-employee relationship in mind.

A Balance in Relationship

The relationship between an employee and an employer should be mutual and respectful. Since, it is an employer who brings in the employee into an organisation, its his utmost duty to make the former comfortable and happy while at work. A benevolent attitude of an employer will lead to employee satisfaction which will prompt good and fruitful result. However, some employer wishes to maintain a distance with his employee in order to keep up with the hierarchy between the two. It is entirely on an employer on how he wishes to treat his employee, but the bottom line should be a strong bond between the two so that the business goals are met.

Interdependency

In a relationship between an employer and an employee, there should be a reciprocated interdependency between the two. One depends on the other for the smooth execution of work. An employer will look forward to his employee for the delivery of assignments on time and undertaking other initiatives in his absence. Likewise, an employee will expect his employer to assist him in his executions and make himself accessible whenever needed.

Social Approach

From the words, employee and employer, we clearly decipher the kind of relationship the two holds. Since, the association is purely corporate, there should however be space between the two wherein they can be friendly and social. Besides the business-oriented interactions, there should also be lively and fun involving topics included in their subjects of conversation. The bond between the two should be candid enough so that besides being colleagues, they also feel the wave of amity at work.

 

Liberty to Communicate

An employee should be allowed the liberty to communicate freely. In a situation wherein an employee fails to communicate with their employees, it results in creating a void of information and ill-will. This generates the feeling in an employee of not being considered as an important asset to the organisation. Therefore, ensure the comfort level of your employee by conversing your company’s effectiveness and about its activities, by which you will attract the employee further into the family of your organisation.

It is imperative for an employee and an employer to work closely especially in a call center scenario. Having a conducive and respectable relationship means being on the same page and having each other’s back in difficult times. Doing this will yield good and productive results.

So, how are you getting along with your employees?

(Are you looking for a cost-effective Virtual Contact Center Software for your business? Read this.)

Reducing Cost + Increasing Productivity = PROFIT

When an organisation talks of business expansion, it emphasizes on identifying the inefficiencies and inculcating improvement in the supply chains and designing production processes. However, the next opportunity to plausibly reduce operating expenses and improving productivity lies in focusing on the workforce – since the most significant controllable expense for most of the organizations is the labor.
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Employee Engagement is vital

True employee engagement has tremendous value. In the current corporate scenario most businesses acknowledge that neglecting employee satisfaction is insidious for the organization. However, it is also true that most companies confuse employee satisfaction with employee engagement.

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What if Hanuman had AMEYO?

In the video, Hanuman receives a message from Lord Rama bidding him to assemble the monkey troop for an imminent battle. When he rolls out his list containing the names of his troop, he realizes the huge time consumption that will be involved in calling out to the throng of monkeys. He tries to chalk out a solution that would effectively confer the message to the entire troop at one go without hammering of time.

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Public perception of the call center
Contact centres seem to have traditionally received bad press. It has developed a stereotype for being the ‘sweatshops’ wherein employees are poorly treated and burdened with pressure. At the same time, the public perception of call centres is not good either owing to the increased level of automation and technology places thereby increasing distance and reducing the trust between the caller and agents affecting the intentions of both.
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