In customer service, not everyone is given the necessary set of talent and skills to engage in customer service however for those who have them it is important for them to maintain and improve their skills set continuously provide a good customer service. The market is changing and so are customer’s expectations. To ensure that the call center outsourcing solutions providers keep up with the changes and rising customer expectations, the companies push their contact center professionals to engage in trainings, seminars and conference. The methods employed by the companies to maintain their performance. A research firm focused on the contact center industry, still reports that in 2010. There was an increase in customer complaints towards the way contact center professionals have handled their issues. The report also suggest that most of the time contact center agents are unequipped in terms of the necessary materials for them to solve a customer’s problem.
The companies including the TCS and Cognizant are making accommodations towards further aligning training efforts and their services. The Tata Consultancy Services greeted 2011 with a new facility which would include numerous classrooms, computer laboratories and accommodation facilities. It has been reported that the 82 acres of land was purchased at a price tag or roughly $330 million. The company’s Chief Financial and Operation Officer, it is their key in keeping their talented and skilled employees. It seems that together with the expansion, there will also be facilities built to serve as a venue for employee training. It is quite that the contact center companies are becoming more dedicated in investing on their manpower. For the companies however is that while they are now investing heavily in manpower including training, attrition levels have yet to come down. It was reported alongside the company’s recent release of quarterly results on the 13th of January that Infosys is still facing challenges in attrition. The company’s attrition rate in 2010 has risen to 17.01 percent up from 2009’s 11.6 percent. This poses is a significant challenge not only to specific companies but also to the whole outsourcing industry in general.
Now, there is a renewed focus on how call center professionals conduct business with the customers but it is really just the tip of the ice berg. There is a far bigger and more important task that needs to be fulfilled, which is alongside training that the employees the goal is to ultimately reap the benefits from the investment in the people.
REFERENCE:
http://www.blog.infinit-o.com/contact-centers-take-measures-improve-customer-relations/
