Blogs - Customer Care Outsourcing

Razor-sharp hearing: How social media has transformed customer service

By Jim Ziaja on 4/29/2010 1:04:47 AM

Pre-2005, customer complaints were almost like playing a game of ‘pass-the-secret’ amongst a bunch of kids — where everyone sits around in circles and whispers a word into each other's ears. Similarly, a disgruntled consumer would tell his tale of woe to his friends and family. His dissatisfaction may have gotten around to a few more folks. At that time, no one could have imagined that grumbling spreading across the world to millions of people — and in minutes! Decades later, that lesser-known grumbling requires razor-sharp hearing to understand the impact today’s customers have on a brand.

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Three ways to handle customer complaints in a call center

By Jim Ziaja on 3/15/2010 10:43:14 AM

I was out shopping at a mall recently when I realized my wallet wasn’t on me. The most important item in it was my debit card so I called my bank’s customer helpline to block my account. Two unattended calls later, I visualized ecstatic thieves gorging on filet mignon and red wine courtesy of my debit card. It took two hours before I got in touch with my bank’s customer helpline.

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Proactive customer service should be made top priority

By Todd Dirks on 12/21/2009 9:04:08 AM

Airlines can invest in customer experience by building an internal team or outsource the process. This airline partnered with a leading outsourcing provider with deep travel experience to handle many of these functions. I know this is not a popular option right now given the significant decline in airline jobs and the ramifications this has for unions. However, consistent delivery, especially now with the industry starting to stabilize, should position the airline for growth. Aggressive investment in improving customer service processes delivered tangible benefits. With proactive customer service, the airline was able to push sales up by 40 per cent and reduce customer complaints by a whopping 60 percent all within the first year of production. It’s a key lesson that all other airlines must take to heart.

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Five things to watch out for while managing Contact Centers for Telecom clients

By Prabhakar Bisen on 7/20/2009 11:26:25 AM

A survey by Harris Interactive as to how adults engage online and via the telephone indicated that 80% of consumers will cease doing business with a company after a negative experience. On the positive side, service continues to be a huge differentiator. 51% of respondents cited outstanding service as the top reason they continue to do business with a company.

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