The success of our story and the secret behind our achievement come from a single point of our operations. We are a BPO company, and mostly we are catering for our customers through our customer care call centre division. Day in and day out, we do handle million of calls, some consists with complains, inquiries, suggestions and also appreciations too. Therefore, we are so concerned about the quality of the service we offer as we are standing on behalf of someone else, who has kept their trust on us to do that part for them.
We pay lot of attention on our phone system. It is our income generating source for the whole company. The smooth functioning of this has a direct impact on the standards of our service. When we speak to our customer, we should be able to maintain a clear conversation among ourselves. Therefore, voice lines should be spot on and perfect.
The phone system in Melbourne is our key to approach the customer, identify their requirement and provide them the first contact resolution. If our message is not clear enough it mean, we are getting a repeated phone call in the line again. This denotes the inaccuracy and lack of clarity of the information provided to the customer. That is why they are trying to reach us again for the same matter. It is a black mark on our performance. In order to avoid such practises, as a company we have to monitor our service quality so often.
Further, we always try to take profitable decisions for our business. That is what all the business people do. If there is no profit at all, there is no point on putting your efforts on such things. Therefore, we always analyze the profitability of our systems we use. They should be justifiable and cost effective always. Especially less maintenance systems are our first choice, because maintenance costs are considerably large and always threaten your cash flow unexpectedly.
By going for something little high valued, but a quality one will be the ideal. Though the initial investment is large, still you can hang on, due to the extra significant performances.
Our voice carries the image of our outsourcing partner, which is quite risky. You should not let this know to your customer and always ensure to keep them satisfied as much as you can, if you want to maintain that business relationship in the long run. Therefore, we always care about our staff, technology, the high performances of equipment we use and the quality of the service we offer.