Skip to main content

Do You Really Need A Customer Care Center? Think Again.



First things first. I acknowledge the fact that kind of employment opportunities Customer Care Centers create all over the world. Customer service, especially in the shape of a call-center - is to customers one of the most visible and significant aspects of organizational performance. 

The potential benefits to a business from providing a consistently high level of customer service include:
• Increased sales – more likely to try out other products/services too
• Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family
• Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service
• More effective workforce – satisfied customers help create a positive working environment

Moreover it tells what are the pain areas that need to addressed and resolved.

So far so good. This unfortunately happens to be one side of the story. Let's try and look at it from a slightly different perspective.

A significant number of calls that come to the call centers are pertaining to complaints (unsatisfactory service, faulty / damaged products, poor quality, confusing manuals, improper communication, unwanted services, billing just to name a few). Though customer care centers have a well disciplined process for resolution of issues and concerns, my questions why should this questions arise in the first place at all.

Most of the complaints received by a customer care center can be reduced or eliminated by ensuring the point of origin of a complaints is dealt with aptly. A major chunk of calls can get reduced if the service is satisfactory, the product information is accurately communicated and demonstrated, billing errors removed, ensuring proper packaging, timely service. 

I know it sounds like wishful thinking but just consider the impact if organizations started to invest in people, processes and systems that reduced reliance on customer care centers by addressing the issues at their crux. Instead of investing heavily in state of the art sophisticated technology that does nothing substantial than adding to list of unhappy customers, why can't organizations just look at potential benefits that could be gained from relatively lesser number of unhappy customers.

It's one thing to celebrate milestones achieved by a customer care center like the billionth call successfully resolved for example. But dear can you afford to celebrate when you have a billion of complaints out there? Definitely time to give it a thought. 










References:
http://www.tutor2u.net/blog/index.php/business-studies/comments/qa-what-are-the-main-benefits-of-good-customer-service

http://www.businessballs.com/customer_service.htm
Labels:

Comments

Post a Comment

Popular posts from this blog

Day 19 - The Power of Multidisciplinary Approach

In an era of specialization, many of the world's most successful people advocate for a broader, more holistic view—one that embraces a multidisciplinary approach to life. This approach involves combining knowledge and skills from various fields, leading to better problem-solving, creativity, and adaptability. Think of a Renaissance person like Leonardo da Vinci, whose expertise spanned art, science, and engineering, shaping innovation for centuries. Today, the importance of a multidisciplinary mindset has become even more crucial in navigating the complexities of modern life. The Impact of a Multidisciplinary Approach David Epstein’s book, Range: Why Generalists Triumph in a Specialized World, provides compelling arguments for why those who explore a wide variety of interests often outperform their more specialized peers in the long run. Epstein highlights examples from sports, business, and science, showing that people who dip their toes into different fields are often...
Post a Comment
Read more

Day 9 - The Power of Understanding

The words “I understand” hold immense power. In the TV show Two and a Half Men , Charlie Harper often uses this phrase, sometimes with humorous intent. But beyond the humor, these two simple words—"I understand"—carry a depth and magic that is often overlooked. Understanding is the first step toward empathy. It reflects a willingness to connect with another person's experience, their emotions, and their perspective. Yet, to truly understand, we must pause and reflect on what we mean when we say it.  Do we really understand what the other person is going through?  Are we merely acknowledging their words, or are we trying to feel what they feel? True understanding isn’t about sympathy or offering solutions. It’s about resonance.  Do we truly feel the depth of someone’s anxiety or pain, or are we simply familiar with the emotion?  Does understanding require us to have lived through similar circumstances, or is it possible to grasp the weight of another’s experience even...
Post a Comment
Read more

Emotions in Business - Fear: The Good Side

Fear is often painted as the villain in the business world—the force that holds us back from taking risks, making bold decisions, or stepping into uncharted territory. But what if we’ve misunderstood fear all along? Fear, when harnessed correctly, is not a weakness; it’s a powerful signal. It tells us what matters, sharpens our instincts, and forces us to prepare better. From startups to Fortune 500 companies, understanding fear can be the difference between reckless decisions and calculated risks. Fear and Decision-Making Fear plays a crucial role in business decisions. A CEO contemplating an acquisition fears overpaying or making a wrong strategic move. An entrepreneur fears market rejection. A salesperson fears losing a big deal. But these fears, when analyzed, can guide better decision-making. Instead of dismissing fear, we must ask: What is this fear telling me? Is it highlighting a blind spot? Is it pushing me to prepare better? Successful leaders don’t eliminate f...
Post a Comment
Read more