Category Archives: Customer Service

Personality Mapping: Its Role in Call Center Evolvement

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What is Personality Mapping in call centers? It is the ability through which the Agent’s and Customer’s pairings are enhanced to build a good rapport with a call center. Excellent results can be experienced with this new trend as a result of which a strong bonding occurs between the caller and agent. Therefore, it has become easier to support a customer process with customized assistance as per the requirements forwarded by the customers. Customer loyalty will be enhanced and customers would appreciate it if they are equally treated.

The chemistry between a customer and an agent need cordiality because this factor will allow the caller to evaluate their requirements and accordingly order them to the service provider which offers the best in the market. Therefore, customer care agents need to match data with the customers fully based on personality and skills. Accumulating detailed data about your prospective customers and their personality traits will help to convey your calls accurately to the target customers. This can be done through the latest contact details with a special attention to any recent purchase in the relevant segment.

The assistance of social networking sites and or outsourcing a database from a third-party will allow exploring a lot of resources that can facilitate in reaching the minds of the customers. Personality Mapping is possible with the introduction of recent technologies that has made the process of customer induction simpler. In addition, it has broadened the scope of marketing with a direct approach.

Some of the psychographic attributes that are presently used for matching the tele-callers with the agents:

· Affluence Level

· Languages Spoken

· Household Size & Income

· Regional Affinity

· Entertainment Preferences

· Household Age Range

· Travel Habits

. Current Zip Code

. Previous Zip Code

· Lifestyle Preferences and many more.

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Banking – A Productivity Gold Mine By Dr Uwe H Kaufmann Platinum Quality Author

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When I joined General Electric Capital fifteen years ago, I asked them why they would hire an engineer with no banking knowledge. The answer was quite surprising: “We have enough people who understand banking. Unfortunately, we do not have those with a process mindset.”

Assuming, the world of banking must have changed since then might be a mistake. Here is a snapshot of just some months of recent banking experience.

Case 1: How to Avoid Killing Trees on Sumatra?
Bank A did never impress me with their service. Therefore, I stopped using their credit card one and a half years ago. For some reasons, there was still a balance on my credit card account. Unfortunately, this amount is negative, i.e. my credit card shows a small amount of savings. For eighteen months, I keep receiving monthly statements showing this negative amount. They include form and envelope with payment instructions. I am tempted to send them a negative cheque trying to stop this. I guess this won’t work. In the mean time, we have wasted a considerable amount of wood in Indonesia – for nothing. Is this necessary?

Case 2: How to Confirm the Confirmation?
We know banks like papers – and so does Bank B. You can send thousands of dollars to any address in the world via online-banking, but for updating the mailing address you need paper. Since we know this seems to be a critical step for any bank, we play Good Citizen and march into a branch – my wife and I. The nice lady at the counter copies our IC, takes note of the new address and we leave. We assume we are done – quite happy with our achievement – until we receive a letter from Bank B asking us to confirm that we have changed our address. I guess my face and my IC are not enough. We are considering getting the president to sign. This should do. Or not?

Case 3: How Premier is a Premier Customer?
Having a customer relationship manager is good. Being a premier customer to the bank seems to be even better – unless you want something from them. I placed a request for online banking access for my son at Bank C before Chinese New Year. Assuming many of the staff went home for two weeks we gave them until mid March. Nothing. Then, I walked into a branch to place another request. The staff at the counter promised to take care of it. Nothing again. On 05 April, I dropped a mail to my Premier customer relationship manager who replied “I will personally see what can be done on this tomorrow for you.” Guess what – nothing so far. Why don’t they tell me if this is something they cannot solve?

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Easy Tactics Of Call Center Script Preparation

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The role of script is a matter of great importance to business processes of any kind. To communicate with the prospective customers from a call center is so far the best way to generate better business leads for an organization. Therefore, an importance to the telemarketing agents should be clearly focused in what manner does they follow the conversation process to impress customers.

There are certain tips that will help you to prepare a telemarketing script effective and user-friendly. Here they are:

a) Make it friendly, but easily conversational and professional. Try to maintain a script in a spoken English format. The conversation between both sides will start with a casual process and every query or information shared has to be in a simple language. Write your first draft quickly and ensure that it is simple and easy to read. Avoid long paragraphs and eliminate irrelevant information. Write short structured sentences with a clear meaning.

b) Always make sure that your greeting is easy and easy to pronounce. In addition, ensure that your customer care agents know how to pronounce each and every part of your answer phrase in a clear tone. Therefore, maintaining a brief key-phrase is strongly recommended and callers are requested not to repeat consonant sounds. Doing such can create an awkward situation and the customer can ignore your call instantly.

c) If it is an outbound process, it is essential for the call center agent to give a brief introduction of the tele-marketer’s complete name, company name, and reason for the call. A customer calling agent guides the customer to listen to the prospect of dealing in the services, they offer. Explain the facts involved in the buying patterns, requirements, etc.

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Crime Scene Cleanup Services

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The death of loved ones can come unexpectedly and can be caused by many different reasons. While most of us hope that family members or friends would pass away due to natural reasons such as aging or sickness, we should also be aware that there are about hundreds of deaths every month are related with criminal incidents.

This can be a shocking moment and no one looks forward to having this kind of experience. However, it can surely happen to anyone and this can be emotionally challenging for any individual.

Most of the time, hiring a professional crime scene cleanup team could somehow lessen the trauma. These services provide biohazard waste clean up assistance for crime-related deaths. Expert cleaners have the skill and knowledge regarding how to perform proper cleaning. For example, body decomposition can be quite risky for both the environment and health of those living in the home. With the use of the right tools and special lighting, blood, urine, feces, and other bodily fluids could be cleared from floor boards, furniture, or others. The risk here is that there are quite a number of diseases that could come if such fluids are not cleaned properly. The likelihood of acquiring HIV, Aids, Hepatitis MRSA, or any possible infections could be avoided by grieving family members.

On the other hand, a death caused by gunshot mostly means blood is splattered on the wall and floor. This is another case why hiring skilled specialists can be important because crime scene cleanup technicians know what it takes not only to clear the place but also do some necessary restoration work. Now this is the part where these professionals try to lessen the distress of families and individuals by making sure that the place becomes as spotless as possible.

Again, professionalism when dealing with these kinds of situation definitely plays a crucial part. Goggles, hazmat suits, rubber gloves, boots and other protective gear should be worn during the entire clean up process to decrease the dangers of direct contact with blood and body decomposition debris. Of course, most of the cleaners receive vaccinations in advance so they can be physically fit for the job.

Lastly, crime scene cleanup employees are mentally and emotionally trained so they can be capable in handling sensitive circumstances such as untimely or tragic deaths. They know how to deal with surviving family members and might even provide assistance to help (such as in insurance or investigation purposes) them with their specific needs.

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