It would not be wrong to say that call center organisation and customer loyalty are close to the survival of both instincts. 

Like body needs food to operate properly. Similarly, contact center organisations require customer loyalty for long-run, competitive survival, and growth. 

As the contact center hovers to a more digital world, they are drawing a line to look at different methods to build and maintain customer loyalty. 

And today’s blog is all about contact centers and customer loyalty. Read to know about the future of customer loyalty for call center organisations. 

Traditionally, end-users were loyal to a limited number of companies that they know and trusted. And those relationships with those entities could be counted on to be stable. The sources to drive loyalty could be judged easily. 

But today’s customers are much more educated and have changing priorities, tastes, and perceptions. It is hard for companies to still rely on those methods to convert an ideal customer into loyal customers. 

If someone does….you are no-more-than to call yourself stupid…! 

Merging the scenario with current affairs of matters, the pandemic has upended the equilibrium of stability by inventing new considerations for consumers when connecting with companies. 

The new cores establishes since then as the rising of the work from home lifestyle and increasing hikes of digital shopping attributes combined with changing needs of customers, is at a peak of the changing dynamics in developing and maintaining loyalty.

Also Read: Industry Delineate: State of the Contact Center 2022

Easy interactions, quick resolution, and brand connection are core drivers of customer loyalty.

According to the research, the ability to solve customer issues on the first call or first resolution criteria is expediently helpful in creating customer loyalty. Easy and quick communication is also helpful in creating apprehend among customers. However, it is challenging to solve their issues on the first attempt, so the best bet is to train and provide practical knowledge for this to your agent.  

The agents behind the process of (bringing productivity to the organisation) are already expected to serve as brand ambassadors. 

Contact centers and agents will become deliberate in creating loyal customers.

The anticipation and efforts of the agent that he or she puts to resolve the issues of the customers with tactics and patience are worth applause. As they are the first and novice to help customers and to drive a feeling of trust, can help an organisation to build a long-term relationship with customers who are happy and satisfied with the service offered. 

Basically, the importance of customer service in generating customer loyalty puts the organisation in a box of profits. It helps organisations to transform contact centers into profit centers. 

In conclusion, customer loyalty impacts contact centers in a big way – as the emergence is dependent on it. Additionally, the agents play an important role in gaining influence in customer loyalty which brings success to the organisation. 

So, improving your call center solutions and methods is a must for every contact center if they want to see themselves as a trusted, reliable, and honest brand in the future by customers.

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But yet again with our advanced technologies, we have a way out. Call Deflection is one such exceptional technique that keeps everything in alignment to enhance the customer’s journey. So a win-win for both business entrepreneurs and their target audience.

So let’s get in the details.

Understanding Call Deflection

Every customer has his way of finding solutions to his problems. A customer can either reach out for support via the customer service helpline or find answers through various other mediums. Other mediums involve sending emails, Live-chats, Using Chatbots or Voice bots, Social media, or messaging.

Not every customer prefers the phone call mode of communication. Though the phone call medium seems the fastest every customer has his own set of situations and preferences. It completely depends upon the customer to choose his communication medium according to his needs.

But when a customer calls, he might face a zillion problems. With phone calls, the common issues are long hold time, calls transfers, or dissatisfying answers. All these reasons can result in a much decline in customer service and experience.

Their call deflection comes to the rescue to help both parties, a caller and an agent. Call deflection is a gigantic technique is used to change the path of the current caller to an alternative channel such as messaging.

In alternate words, diverting a caller from call or telephone to different digital platforms such as Call to chat, WhatsApp, or Facebook Messenger. 

The advantage of using call forwarding in a call center is that it helps call center agents to improve customer experience or customer service.

Learn In What Ways Call Deflection Improves Customer Experience

There is a saying, ‘customer experience is the key to customer satisfaction.

In the call center, most of the customer queries fanthom on calls. However, the phone is the traditional way to handle customer inquiries and in some situations, it remains essential. 

But in some cases, it lags to offer complete customer satisfaction. This happens usually because of a breach in function. 

You may not know properly what solution customers want for what problems. And it gets worst when a poorer customer service system is developed.

Most callers suffered from bad customer experience because of waiting time. And this is close to the fact of ‘73% of customers think it is the main frustration when calling customer service.’.

Inviting call deflection will solve the problems of ‘long-waiting time’ and also be notified of the answer at right time. 

Additionally, it encourages callers to perform extra actions more safely and securely. For instance, it can be used for payment, gathering more information on a particular subject in detail, eliminating the issues related to the misunderstanding that is impossible to manage on calls.

Also Read: How to solve customer problems with call deflection?

Benefits of Call Deflection

Did you know that the call deflection strategy reduces inbound call volume by 10% through chat and self-service channels?

The Intelligent Call Deflection technique is often used to tackle similar situations by customer service departments. With this technique, a customer gets redirected to an alternative mode of communication. This includes messaging, emails, etc.

Mixing this concept with the thought of avoiding customer calls is not what call deflection means. It aims to increase the customer satisfaction ratio during rough times when there are not enough resources to meet customer demands.

The customer gets diverted to other mediums for support but no matter what medium he chooses, he always stands important. The CX can choose any preferred medium for support or else he can continue to choose phone calls as per his needs.

Here are some advantages of using call deflection for your B2C business: 

• Increased customer satisfaction with 90% + NPS scores. 
• Increases First Call Resolution (FCR). 
• Reduces wait times and Average Handling Time (AHT).
• Override callbacks and repeat calls.
• Reduce agent call center attrition, absenteeism, and turnover.

Why should a business choose call deflection?

Nobody ever thought how badly a virus could ruin the entire structure of our economy and our day-to-day lives. This proves that every day is uncertain and situations like these might subside but can also reoccur.

The current situation has led to a substantial increase in the number of calls by stressed customers. Cx agents are receiving a horrifying surge of customer calls each day resulting in overly stressed situations. Situations that are tedious and hard to handle. This often results in painful customer interaction, angry callers, and zero first-class solutions.

The call deflection technique has saved several businesses that were on the verge of providing almost negative experiences to their customers. It has proved extremely helpful for those sets of customers who couldn’t tolerate the disruption caused by the pandemic.

Conclusion

While completely altering your customer service process overnight seems pretty hard, these intelligent solutions can minimize the damage. Right from providing a better customer experience to creating a customer-centric environment, the call deflection technique soothes everyday business interactions and helps you provide a better customer experience. Great experience will indirectly lead to the fulfillment of business goals and get profits. So the choice is yours. Find the best customer call center for your business.

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In short, the pandemic has stricken hard and businesses are a finding a hard time to manage everything. In order to stay afloat, cater customer requests and make decent profits amid these crises, every company is restructuring its processes.

The above picture, clearly shows what effect coronavirus pandemic has left on business around the globe.
Now if you wondering how call center solutions can help then read ahead.
Earlier, organisations only preferred using Call center solutions to improve their current processes but now when the pandemic has hit hard, they find it as the only possible survival source.

How can a business make an effective strategy?

Every business needs to create a strong shield to prevent the risk to its operations. One has to restructure its previously used working structure and devise a contingency plan. They need to cut-down unnecessary and invest in better low cost yet effective techniques. In short, one should work intelligently with resources to maintain robust disaster management & plan to run smoother operation in the face of these uncertain times.

How can you do it to maintain business continuity?

Business process outsourcing is an ideal way to work with maximum trained resources. With its excellent solutions, businesses can boost their productivity to 100 %, cater all customer requests and run smoother operations. Boost sales, reduced cost, increased productivity, great customer satisfaction and much more is possible with BPO services by Girnar Care.

For business leaders who are on a lookout to seek the right direction on how to act now and ahead, we are here to offer you support. We will help you sail through the tough times and make your business more resilient to face the uncertainty. Learn how you can leverage smart pragmatic solutions offered by Call centers. So keep on reading:

Clearing backlogs with the right resources

Due to strict lockdown, resulting in various businesses forced to shut, employees laid off and customers were struggling to find solutions. After the lockdown lifted up, the main struggle for many is to organise the accumulated work that has been buildup during the lockdown. Many businesses are stuck wondering how shall they move ahead with so much work left in the middle of nowhere. Because of which, smooth business continuity seems to be a big hurdle. No matter which industry your business works for, Outsourcing helps you to set everything in place for smoother flow. BPO services offer your business cost-effective solutions and trained resources to help you clear your path. With our intelligent solutions and sensible approach, we help you adopt new ways of running the business in a timely and empathetic manner.

Restructure to maintain business continuity

Business process outsourcing allows you to use trained and professional resources/staff to achieve business goals. With these contemporary solutions, you need not spend budgets on hiring, training or managing various resources. We offer you quality resources at affordable costs so that you can free yourself from the hurdle in handling tedious staff requirements. You can also upscale or descale according to your business needs and requirements. In short, you pay only for what you use. If you worry about how you can view what our trained professionals are doing for you, then you don’t need to do it anymore. We offer you a real-time dashboard that helps you track everything we do for you. Since our services work on a cloud, you can have access to the dashboard at any time anywhere.

Business continuity and customer satisfaction

Your customers need you always and with times being uncertain, they need you more. Don’t worry, we are here for you. No matter how many platforms you are available on, we will keep everything in focus and reply to every customer query efficiently. No customer would like to return again to solve their issue. This decrease their trust in your brand. We truly understand what importance your customers hold for you and we cater them accordingly. From Phone calls, emails, social media inquires to any other source from where customers might contact you, we keep on eye on everything. Along with this, we also emphasize on building a robust and aggressive communication strategy which gives first-class resolutions to all your customers.

Modern technology

With improved technology and creative techniques, BPO offers you to achieve your business goals with greater efficiency. Technology like Virtual numbers, Missed call solutions, SMS Services etc allows you to communicate seamlessly with your customers. You need not spend on hefty software or hardware, rather allow you to work effortlessly via the cloud.

Final thoughts

So, this uncertain time is here to stay. Businesses need to fight for survival, make worthy profits, satisfy customer demands and make a difference. Business process outsourcing from Girnar Care will allow you to build a proactive, comprehensive and customer-oriented plan which is sustainable in the long run. Want to know more about our cloud call center solutions then call us now.

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What do Patients Expect?

The modern patient will not wait in the hospital or in the queue, they rather expect instant care with maximum benefits. They would want to be communicated with timely information via phone. Not just information, they often look out for emergency assistance too. Round the clock queries come in from patients expecting immediate attention. One can receive queries like Emergency assistance, medicine prescriptions, insurance facility, pre-care and post-care, claim assistance etc. Most importantly, your presence to solve the problem at any hour for better customer satisfaction is mandatory.

Unlike every other industry, if you also want your patients to come back to you, then you need to service them accordingly. For a variety of queries coming in for different department, hospitals need to equip themselves with resources. Managing these resources on its own is time-consuming and an expensive task. Moreover, your resources should be experienced enough to resolve customer queries. This is where “WE” step in. Equipped with essential resources, Call center solutions for the healthcare industry come to the rescue. Many brands are experiencing benefits by outsourcing all communication process at reduced costs.
And now you can too. We provide your demanding patient’s high-quality first-class resolutions earning you customers loyalty. Learn what benefits do cloud call centers have in store for you. Keep on reading.

Top Benefits of Call Center Solutions for your business

Real-time assistance to patients with Call center solutions

During an emergency when a patient needs to urgently brought to the hospital, there comes a call for an ambulance. With our smart call center solutions, we track the location of the caller, patch their call to your nearest hospital branch and deliver timely real-time assistance in no time. This helps to prevent medical hazards and secures your patients trust in you. Because we keep your patients’ needs at top priority and always want to serve them timely. Moreover, we are available to your patients to offer them expert assistance round the clock whenever they need it.

With our expert resources, we strive to offer solutions which solve customer’s dilemma and lead to great customer experience. Callers need not wait to get assistance, we handle calls timely with great professionalism. Thus, results in low chances of customer frustration and high chances of they coming back to you again.

Decreased Costs with great results

We decrease the cost for you to set up your own resource bank who will cater to customer requests. We deliver your lasting solutions at low cost. With our skilled resources, we passionately deliver customer satisfaction. This allows you to concentrate on more important tasks while we work for everything else.
So you don’t have to invest in any hardware, software or manpower, we have everything sorted for you at easy costs.

Engaging with your patients

For a patient to come back to you, you need to serve him well. No matter if you have already served your patients, reminding him that you are there for him in any emergency improves brand recall. We engage with your patients on different social media channels, update them with important information, interact with them and so on. Most importantly, we also remind and alert your patients with messages like monthly check-up reminders, reports, weather change health tips and much more. Who doesn’t like this type of attention?

Maintained and secured data

Your sensitive data is safe with us. We make proper reports of everything and anything which are easily accessible anywhere anytime. These reports allow you to analyse what are we doing overtime to increase customer satisfaction and retention. We share you secured login credentials which are a safe way to access your data. With no worries of data theft, loss or damage, we have everything secured.

If you also want to deliver exceptional patient satisfaction, we are here for you. Call us now to know more.

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Gender Diversity as a whole concept is summed by stating that men and women are given equal opportunities in the workplace with equal pay structures along with similar and fair growth opportunities.

According to a report published by McKinsey, Women make up about 40% of the entire workforce but if we speak about higher positions like chief executive officers/ leaders only 5% are women.

With the rise of the new era & new thought processes, every company is now having increased awareness about “Gender Diversity” and are giving women preference is in the workplace.

But, Globally if we take a look at the ratio of men versus women, in spite of women making up for 50% of the population, they just generate 37% of the Gross Domestic Product(GDP).

Why “Gender Diversity is important” for Organisations?

Following are some important points as to why somewhere down the line, corporations have to focus & promote “Gender Equality”  in the premises:

• A more extensive & expertise pool of employees:

Corporations are missing out on a lot of talented employees if they give more preference to hiring male employees. Women employees have different viewpoints and thinking style which can help in to increase and improve business performance over time.

Women employees are fast learners, can communicate better within the organisation and carry much positive attitude resulting in more engagement along with better results.

• Healthy workplace relationships:

Corporations shall focus on more diverse and gender-balanced workforces and inculcate women employees as a main part of the organisation. With a Feminine touch and skills like Compassion, Empathy, Courtesy, Understanding & Optimism women often contribute towards making healthier workplace for all thus promoting a balanced environment with less burnout rate.

• Productive Communication:

Women prove to be exceptional communicators as they acknowledge and respond effectively & efficiently to apparent, verbal, and sensitive factors than men.

Blessed with powerful interaction and networking abilities, women support collaborative or group job work.

Women are also great listeners and offer sustainable advice to peers thus encourage alliance and teamwork while keeping professionalism.

• Dealing effectively with Tougher situations:

Women are more patient and receptive in more troublesome situations when compared to men.

They analyse situations in a composed manner and provide radical and formed options to tackle issues.

• Stimulating integrity:

Women perform their everyday tasks with honesty, transparency & follow principles with fairness. They believe in maintaining integrity while acknowledging all the issues that come on a day to day basis.

While men primarily focus on running the business, Women concede the other facts and value the contribution of her peers in pursuit of balancing the work thus recognizing efforts.

The Word leadership was once actually compared to be more of a “Masculine” behaviour. All the leadership roles were meant to be for Males as were often recognised as a considerable fit by most of the organisations. Other reasons for not choosing Female employees for higher authority roles were their inherent feminine features like being overly emotional and sensitive towards problems.

Girnar has been considering all the facts & figures attached to being a diversified & multicultural organisation and is eagerly promoting more female employees to leadership roles. Girnar has always been focussing on busting the myths related to the BPO sector and is providing more clarity to the female counterparts to choose BPO’s for their career start and growth.

Girnar as a responsive organisation is also tackling the issues related to equal participation of female employees in the workplace.

We aim to help women associated with us to reach higher levels. We strongly believe women are blessed with inherent skills which supports them to outperform their roles and responsibilities & run a corporation more effectively and efficiently.

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