ICCS -Business Process Management Company

The most memorable thing a customer remembers is the direct interaction between customer and customer service executive. Customer service team is the real face of the company and  customer’s experiences  depend on the skill and quality of the support they receive. A strong company will always have great customer relationships. But a smart company will always be defining & modifying concept of good customer service. Good customer service depends on carefully listening and attending to customer’s needs and expectations. We need to be on constant lookout for opportunities to improve customer service, else the relationship between customer & company will hit a plateau & eventually flat line. Below are few customer service methods to identify ways to provide excellent customer service: 1. Strengthening customer service skills (soft skills) It is very important to make sure that customer service team has the right skills for managing customer’s need...

Primary goal for every company should be solving customer’s issues on the first attempt. First contact resolution or FCR requires more than just friendly agents, it requires a combination of agent training and an efficient contact center protocol . Here are five ways to achieve first contact resolution for maximum customer satisfaction. FCR goals:- To serve customers well agents need to be aware of the goals that are expected of them. An agent on the voice channel must constantly keep the conversation flowing to reassure the customer   that he is present, whereas an agent on social media or live chat may indicate his presence using a real-time feature that shows he is typing a response. Agents training should reflect best practices for every mode of channel that is being used in the business. Always establish whether first contact resolution should take priority over other operational metrics such as average call handling time. Associates should know that they have th...