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Executive Interview : Interview With Kartikey Sharma From Avyukta Intellicall Consulting Pvt. Ltd. On Contact Center Customer Engagement
Engaging customers at the first point of contact is pivotal in doing business, maintaining and restoring your company's brand. ContactCenterWorld.com went one on one with Kartikey Sharma to discuss customer engagement in the contact center.
In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago?
Yes and No, Since 2005 with the advent of soft dialer based solutions, BPO setup has been relatively easy, cheap and quick with various fly by night clients bombarding PSTN clients with their grey telemarketing calls but Yes there has been a significant increase in the QOS with the call center industry.
Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier? Please explain your answer
There always should be, but often there isn't and seldom is for long term.
In your opinion, which industry sectors provide great service and which ones are poor? Please do not name individual companies just sectors.
Outbounders lack quality, Inbounders aren't able to retain until they do, thus eventually Inbound centers on a whole provide superior quality.
Can you recall a really good experience recently - where you were WOW'd by the service you received? Please explain in as much details as you would like.
Browsing support by yatra.com for complete booking with auto call back.
Talking about bad experiences, where do companies go wrong with the service they provide? Give examples to illustrate your response
Bank creation for x months until ROI is achieved, once they start finishing their opex and capex banks they go down with agent numbers and quality resources and thus ultimately suffer with retention due to low quality.
Have you noticed any differences in service from people from different cultures? Please explain.
Yes, Philippines clients are technically low but better performers overall, U.S. clients are with decent capital flow but hardly give multiple chances, European clients do not give easy first chances and do not give a second chance.
If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
Concentrate on secondary and tertiary follow ups as much as you do with the first without sounding "telemarketingly" annoying
If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
Immediately ban the fly by night or work from home technical support centers who are spoiling the name further every new day
In your opinion, how should contact centers measure the level of service they give? Please explain in detail.
Take feedback from the one who is happy and take multiple sets of feedback from the ones who are unhappy
Lastly, can you share with us one of the worst customer service experiences you have experienced recently (do not mention company names just industry type).
Call @ 00:00 Hrs on 25th Dec:
Customer: Merry Christmas
Caller: Hello Mam this is John calling from accident compensation services
Customer: What the ______
Caller: Can you recall anyone you know who met with an accident within last 3 yrs
Customer: Are you nuts, Where the hell are you calling from
Caller: Manchester (since +44161 series was being dialed)
Customer: Go to hell
Caller: We would help you get the compensation for sure mam, just try to recall
Customer: I said go to hell you _______
Caller: No worries , Merry Christmas mam
Today's Tip of the Day - Minimize Change
About Avyukta Intellicall Consulting Pvt. Ltd.:
Company has successfully ventured into soft dialer solutions in past 12 months and has deployed more than 15 international and domestic centers till date Whether asterisk implementation for in-outbound ACD or predictive dialing for domestic / international call centers or implication of IP PBX and Call Recording Software, Voice blasting processes Intell-e-call has an answer to all complex queries which a customer might come up with.
Published: Friday, September 26, 2014