It is true that now day’s employees are not working for salary because they want to relaxation in job. Most youngsters do not like joining the business process outsourcing (BPO) due to stress and health issue. BPO employees are quitting BPO job’s to get rid of the stress and strain at work place. Employees do not quit due to salary issues alone. They are least bother about the salary. All the companies are giving good salary.
Now companies are providing good services to fresher and experienced employees with openings with good salary. But preference of the employees now goes to the office where they should have some fun and entrainment for getting relaxation.
In fact, stress and health weren’t even among the ‘top three’ factors for leaving a company.
Union Health Minister A Ramadoss recently called for a “health policy for the tech sector”, stating: “(BPO employees) have a sedentary lifestyle. They smoke, go for late-night parties, and even take drugs. Some get heart attacks in their mid-20s”
Employees are facing stress problem in BPO due to that their health is down. If customers are not getting comfort and the full relaxation in BPO companies then they quit the company. The good part is that if the industry is aware to checking indoor air quality to testing food in labs then it will be really.
Employees of Indian BPO firms, on the other hand, were overall content with their jobs in 2007, states the survey. They were satisfied with the job content, work culture, training, and appraisal.
However, it added that they were not satisfied with the image they were stuck with, and least satisfied with their salaries. The average salary hike in the BPO industry grew by 14.8 per cent only in 2007 as compared to an increase of 17.2 per cent last year.
The direct outcome of the fall in salary hike is the increase in attrition rates. The attrition rate went up to 20 per cent from 18 per cent in 2006.
Hyderabad-based Brigade, for instance, appointed a chief fun officer to look into ways of ensuring low employee stress levels and keeping them highly motivated.
The survey also revealed that while large firms ranked better in parameters like work culture and image, niche companies were better in terms of salary and job content.
Now days all call center are providing the best service to employee to give them comfort and the satisfaction in job. The stress level is really sometimes very high but the companies are also focusing to reduce the stress on employees.
The compaction between the companies is very high. At this movement it is very important to take care of each thing at the company. Workers spending too much time on social networking websites such as Facebook are costing employers a staggering £130m a day according to the findings of one recent survey, and the problem looks set to become much worse if businesses fail to take action, and fast. Facebook shows 125% growth year over year.
The findings from the survey show that some 233 million hours are lost every month to employees surfing the net, with social networking websites causing the greatest concern. It is a fact that these particular websites are very addictive and can often result in users remaining on the sites for hours rather than minutes. Whilst this is worrying news for employers, help is now at hand thanks to a powerful and effective range of software packages available to small to medium sized businesses.
To know about the details of the system there is software which effectively monitors and records everything employees do on their computer and the internet, providing employers with the perfect low-cost solution for monitoring employees. You can use of the software packages significantly prevents, reduces or eliminates the problems associated with abuse. In doing so employers have successfully stamped out inappropriate activity, reduced security breaches and prevented 'Insider' theft.
May be it happened that employee will not feel happy to know that someone is monitoring their work. But as a employer of the company it is very important to have this kind of software a your work place. You will get lot of protection from the improper activities like opening the social networking site at work time or any shopping site etc.
Many employers have been happy for their workers to use the internet for personal use as long as ultimately they do their job and reach their targets. However, this is now proving to be a somewhat costly decision for many businesses as loss of productivity and lack of concentration has proven to significantly hinder their overall performance.
You can choose the latest software packages to monitor the system of your work place. With this you can also stop the cause of the social networking problem.
As we all know the Christmas is approaching and this is the inoculation time for the employees. Here the challenge starts for the call centers to full fill the demands on the festival season.
The call centers will need home-based resources to give the good customer care service to their callers. Customer care centers represent the frontline for the majority of brands, and are the first point of contact for customers. Christmas customer service demand is critical for all sectors, particularly retail, where over 40 per cent of annual turnover occurs in a matter of weeks.
To keep customer service levels high at the busiest time of the year, and to deal with product enquiries after the festive period it will be good if to use home and outsourced resources.
UK consumers are refreshing themselves for a long wait and frustration this Christmas as contact centers struggle to predict and manage with surges in demand and increased staff absence in the run up to 25 December.
If Customers will get the poor service then the result will be very shocking. 76 per cent of consumers recently stating that they would stop doing business with an organization following a bad experience (Source: Right Now/Harris Interactive). The festival season is one of the busiest times for contact centers in terms of call volumes, and high levels of staff absenteeism ensures that it is one of the most challenging.
It is not an easy task to manage with demand and ensure consistently high-levels of customer service in the festival season. Call center managers need to increasingly look at using home-based workers and outsourced resources. Home-based contact centre agents are an additional resource that can be pulled into assist with operations as required in real-time, operating as part of a Virtual Contact Centre (VCC). The number of home-based agents is a trend that has gained significant momentum in 2007, and is expected to continue growing each year by 36.4 per cent until 2012 (Source: Datamonitor).
Consumers are looking for the world class customer service from the call centers and to meet their high expectations, companies are really putting their best. In the charismas call center which are based in UK and US need to be full fill with all advance preparation to avoid any problem between consumer and company. This Christmas is going to prove the strength of the call centers . To prove the best in the customer service now it is important to give the good impression on customer in festival season as well. Christmas is the busiest time of the year for retailers, so to prevent lost business it is vital that contact centre managers have the flexibility to bring in extra resources to meet changing demand.
Virtual Contact Centers allow operational and business managers to balance agent skills with current and future customer demand across the whole organization. They enable a company to incorporate agents from multiple sources, such as home and back office workers, third party outsourced agents and staff in other geographical areas.
Now days it is very challenging job for call centers to full fill all aspects of customers and their requirement. The expectation of the customers is much more and all want the complete satisfaction for their query/problem. Call centers who fails to give this kind of response will pay a brutal price: dissatisfied customers, negative word of mouth and defections to competitors. But those who stay ahead of the curve will enjoy strong customer loyalty and the commensurate benefits. The stakes are high.
The list of fundamental customer expectations provided in the below key points.
To perform the full satisfaction and to make a good interaction with the customers you must know about given points.
The Customers Expectations are as follows:
1. Be Available:
Customers are using the communications centers to get the information for their desire query. Online information and the website are giving the best support to the customers to get the full information. This is very important that some one must be available on their call time. So be available on there call. When you get the call from the customers after confirming their verification it’s important to give them quick reply. Suppose if customer calls up for the query and no one is available to take their calls then it may give the negative impact of the call center service to the customers. So be careful of this point.
2. Treat Customers Politely
Callers always expect that the agent of the call center will show the politeness while communication to them for any query. Customers are always feels good to talk with agent who has good communication skills and a smile in their voice. Don’t confuse the customers with asking lots of question. Remember customer has called you for their query and they expect the respect for them.
3. Be Approachable for Problem
Customers always expect that their query must be solved with the responsively way. They want to have the positive response from the customer services. Their priority for the problem is to give the priority to my asking. Customers expect that the agent must give the priority and solved the problem as soon as possible. If you do some promise to customers then full fill it as a responsible agent.
4. Customers don’t expect poorly trained & ill-informed employees
Customers never expect to deal with poorly trained and ill-informed employees. Due to this mostly call centers are now hiring the well educated agents to give the support to their better educated consumers. It is becoming much more of a challenge to organizations. New developments are creating the need for a new breed of call center professional.
5. Meet your Commitments/Deadlines
Customer expected that the promise must be fulfill. Customers only want to here what they want.
All the information which is related to customer’s like Real-time, online information on shipping, account status, and clear explanations of the impact of any changes in terms or conditions are more than information.
6. Follow Up/Call Back
Customers expected the best follow up for their problem. If they are calling to customer care service company second time then the customer want to get the good response. It is very important to give them a proper follow up of their last query.
7. Give Importance to Customers
"Be socially responsible" and "be ethical" have always been important issues to most consumers. And in today's environment, lapses -- or even perceived lapses -- in ethics or social responsibility quickly make the rounds in networked, digital communities.
Overall, the customer’s expectation to get the best services from a call center that handles questions about products. Today’s increasingly informed and connected customers expect no less.
The customer is always comes first for any business. All organization takes customers satisfaction on top to provide them the best services. Earlier when companies were not focusing so much for their customers then the loss was too high. Companies are learning from their mistakes. Today, the difference and the distance between call centers and the customers is declining with the help of the new technology medium of the customer's choice - telephone, email or web chat for example - and effective problem resolution during the first call.
Now forget about those old days when the only way to discuss your phone bill was via the one number at the top of the BT invoice, today the customer has a number of contact options depending on the nature of the query and the required speed of response.
Customer relationship management helps call centers to deals with the customers and clients and make best use of developments such as IP telephony, routing and screen popping - company-wide contact centers are designed to consolidate these interactions. The old distinctions between inbound and outbound, telephone and the web, fax and email are all disappearing in the drive to connect the customer with the most appropriate contact as quickly and smoothly as possible.
The customers are always looking for quick reply so it’s very important to give them the correct information on right time. Now the next question comes that Why is this important? Costs typically increase five-fold if the issue is not dealt with at the first call, staff become demotivated and disenchanted customers vote with their feet. All of these can now readily be addressed and the 'holy grail' of win-win achieved.
Similarly, managers often complain about hearing of problems too late. Here the answer centers around published service level agreements which set realistic expectations and enable customers to find out about - and, ideally, track via the web - the progress of the issue in question.
This is especially important when several companies are involved, such as a retailer, manufacturer or service agent. If there are no SLAs in place or no structured way of managing escalations, no-one takes ownership of the problem and the customer may well be 'bounced' from department to department or company to company.
The result? He or she will almost certainly circumvent the established escalation procedure - the polite way of saying you will have an angry customer on the phone demanding to speak to the managing director. Which then rebounds on the help desk or call centrer manager?
So to make service an integral part of your organization, boost customer retention and improve employee productivity you need to carefully consider the channels your customers might use to make contact and how you will keep track of the interaction.
Customer satisfaction in contact centers is at an all-time low. Never before have customers been more frustrated with the service they receive. The game is changing from one of customer acquisition to one of customer retention. With these conditions in place, senior management must take the necessary steps to deliver a personal touch to each and every customer. We have seen company’s ranked number one fall in the rankings while smaller, more intimate companies jump to number one. We can attribute a large portion of these changes to that “personal touch.” It all goes back to the feeling of walking into your favorite restaurant where the owner recognizes you and knows what you want the moment you arrive.
