There is no denying that these are difficult times. But in times of crisis, like war, pandemics, or recessions, the caliber of customer service becomes even more important. Customers who are happy with your brand throughout these times may end up becoming its most devoted supporters. We covered the definition of the Net Promoter Score (NPS) and how to raise it in our earlier materials. We heartily urge you to read it! Now we wish to share our knowledge on how to keep up service quality in the most trying circumstances.
What are the expectations of customers?
In times of war, crisis, and economic unrest, customer service requirements frequently evolve and become more pressing. But the main things that clients anticipate are openness, dependability, and efficient problem-solving. Let’s get into more detail.
First and foremost, clients require prompt, transparent communication from businesses. This contains details about the availability of goods and services, delivery schedules, current costs, and any modifications to the offerings or business regulations.
Second, despite outside obstacles, consumers expect businesses to keep their word and deliver dependable service.
Thirdly, it is significantly more important to solve problems quickly and effectively under unstable and crisis-ridden times.
How Global Bilgi assists in meeting and beyond client expectations
Despite difficult circumstances, Global Bilgi, a top contact center outsourcing provider in Ukraine, has maintained its exceptional customer service since the start of the full-scale invasion. How do we continue to provide high-quality services? Let’s talk about our experience!
Crisis management strategy
2019 served as evidence why crisis plans are necessary for everyone. As a result, we started getting ready for a potential invasion in 2021. Roles were assigned for particular scenarios, processes were defined, and clear communication protocols were created.
The technical preparation was perhaps more important. In order to preserve uninterrupted VoIP telephony, we acquired diesel generators for backup power in our buildings, made sure internet providers had redundancy, and investigated the potential benefits of a hybrid work style.
We were able to get through the most difficult times of high demand on our contact center in the beginning of the invasion thanks to our well-thought-out crisis plan. With the help of contemporary contact center software, we were able to retain our core workforce, manage remote operators successfully, and meet our clients’ performance targets by the 47th day of the full-scale war.
Emphasis on the customer
People look to support personnel for empathy during trying situations. Contact center employees need to be aware of the stress and difficulties that clients deal with on a regular basis. We have therefore concentrated the efforts of our HR department on locating experts who possess strong social skills.
We focused on the contact center performance metrics that are most important to clients because we were aware of the stress and anxiety in society. Maintaining target service levels (SL), cutting wait times and average call handling times (ACHT), and raising the proportion of issues resolved on the first contact (FCR) are all vitally important to us.
We constantly gather feedback from customers in order to better understand their needs and enhance CSAT, CSI, and NPS metrics.
Making use of technology
We can surpass our customers’ expectations and deliver a faultless digital experience that entices them to return with the help of modern software. We aim to establish maximal omnichannel capacity on every project so that we can respond to questions via email, messengers, social media, phone, and online chat. We incorporate all forms of communication so that clients don’t have to repeatedly clarify their problems or the reasoning behind their questions.
We employ our own software, the contact center cloud platform Sirius, in a selected projects. One of its features is automatic call distribution (ACD), which lowers the frequency of operator transfers dramatically and increases customer satisfaction. Customers may conveniently resolve difficulties on their own with Sirius’ built-in IVR system, which speeds up service and lessens the strain on operators.
With the use of call transcription and data analytics, we can investigate customer problems and determine their true needs. Analyzing big data sets enables us to spot trends and raise the standard of our client support.
Reducing the effects of outages
We have had multiple protracted power outages during the war. We have taken a number of steps to mitigate the effects of blackouts and continue to provide seamless customer service. Our company laptops were swapped out for new ones with longer battery lives. In order to keep distant agents operating during outages, we also gave them power banks to run their routers. We also provide advice for the effective utilization of work equipment resources, which can help sustain productivity under difficult circumstances.
Supporting our employees
Our most valuable asset at Global Bilgi is our workforce, and this isn’t simply lip service. We are aware of the direct connection that exists in a contact center between employee and customer experiences. Employees in contact centers that are happy and motivated and who feel appreciated and cared for by the business are more likely to deliver excellent customer service.
We provide all-encompassing support to our employees in order to uphold a high degree of Employee Experience. Timely payments and competitive compensation are essential. Furthermore, we prioritize the enhancement of our operators’ abilities by providing them with professional training, language instruction, and educational opportunities in marketing, business analysis, and other disciplines. We host online marathons centered on physical and mental wellness and offer free consultations with licensed psychologists to help prevent stress and burnout.
In conclusion
After two and a half years of war, we are now persuaded that being there for your clients when they need you is the key to improving the customer experience. Our approach is to communicate to individuals that we are always available to them and have the capacity to address their issues, regardless of the circumstances.
We must continue to be active in the information space as the market leaders in Ukraine for contact center outsourcing. We must demonstrate that we are prepared to concentrate on the demands and challenges of our clients in the here and now, to advance the sector, and to uphold the highest standards of customer care.
For Global Bilgi, gaining new clients looking for contact center outsourcing services is a terrific sign of a great customer experience. This indicates that we have selected the appropriate course of action and are continuing to give our clients the caliber of service they anticipate in spite of outside influences.
Learn more about the price of Global Bilgi’s contact center outsourcing services by completing the feedback form on our blog. And welcome if you too want to provide your clients with excellent service during these trying times!
