Social Poaching: 7 Different Ways of Making Your Customers Life Easy and Better

The term social poaching generally is described as the act of an organization tempting or stealing the customers from of a specific business organization via social media. Although this is a process that could occur through any social media channel there has been a strong disposition towards twitter for big brands with multiple competitors.

The Act of social poaching is generally considered to be optimistic and could easily target both happy and unhappy customers, tempting customers with a better deal to agreeing with the appalling experience of a disgruntled customers. So how would you stop your customers from coming across such situations? Given below are the 7 different ways of protecting your customers from the entire process of social poaching.

Understanding where your customers would be: Understanding whom you want to engage your time with and where have they been spending their time. This would help you differentiate your company with the other organizations depending on the demographic. The word of week when you are planning to choose a channel is Narrow casting, and if you know when and why you are trying to reach them out then the rest would follow.

Getting the basic rights to maintain loyalty: Friendly banter on social media platforms help you in building the bricks that builds loyalty. Having these kind of engagements would help you come closer to the understanding of all your clients and customer’s needs and requirements. And regardless of whether it’s friendly or fun, formal or serious, it’s much more all about the time, making them believe that you understand what, when, why they have those needs and requirements from the organization.

Empowering your agents to create a greater customer experience for all your clients and customers: All employees need to be empowered to do the best to the person they have been talking too, regardless of whether they have been dealing with the issues customers have facing or having friendly chat about the weather. Engagement with non-customers should second to that every time.

Align your marketing department with the contact center: It’s always considered to be good when you align your marketing department with your contact center. To this generally speaking the brands would have to maintain a closer relationship with all the clients and customers demonstrating a stronger and much more positive engagement with the customers. Say for example if the left knows what the right has been doing then they could easily work in unison creating a better service and brand image for your organization.

Providing social media the time and resources that they need: As high profile cases continue to prove you could never afford to neglect the social media channels no matter what business you have been dealing with. And if you have never been doing then it’s the right time that you pay attention to all your social media channels making sure that your SLAs are targeting in minutes rather than hours.

Blocking your competitors from commenting on your Facebook page: Twitter and Facebook both offers you with features that allow you to block individuals from your website page. Facebook generally offers you with two major options.

1   Removing someone from your page: They would no longer like it and would not be able to see your posts from their news feeds.

2        Ban someone from your Facebook page: They would still like it but would not be able to post anything on your page or share content from your Facebook page to the other pages on this social networking site.

Training your agents on who your competitors are: Your social media team has to be aware of who your core competitors for your business are. This would help them in developing additional training or by placing informative posters in and around your office. They should also be able to understand and know what they have to do when your competitors come up and make a post on your social networking page.

So is it the time for your contact center services to sit up straight and pay attention. What more could you be doing in order to protect yourself from social poaching. 

Infographics – Business Process Management Trends

Besides enjoying some positive trends recently, the BPO services market has a growing component called Business Process as a Service (BPaaS). Already dominating 22% of the market, BPaaS is going to constitute about 29% of the services market by 2017. The category will be instrumental for services looking to make the most out of opportunities mushrooming during 2012-17, as predicted by research specialists Gartner. BPaaS is one of the main growth drivers and will influence spending in a major way. Companies might even double their BPO Services spends across regions like Greater China, Asia Pacific, and Latin America. 2012-17 will see worldwide BPO grow at 5.6% CAGR. These figures were discovered by Gartner, a leading IT research and advisory company. 

Courtesy of: Aegisglobal

5 Major Ideas and Strategies to Deal with the Angry Customers in A BPO Industry

As a call centre representative, we all do come across a stage where we need to deal with the most angry and frustrated customers. And how you deal with them could either make or end up the relationship. Given below are the five major techniques that would help you in calming down your customers increasing the productivity and increasing the quality of customer service.  

Listening to what they are saying: When on a call with your customers you could easily determine and know if your customers are angry with you or not. And when you come across a caller who is angry it is very important that you listen to them before you deny the mistake that has happened from your side. The customer calls you because he just wants to come out of his frustration, and at times giving the caller an opportunity for him to express the displeasure would help them to calm down allow you to solve the problem that they are going through.

Being patient while dealing with your customers: It’s always good when you are patient with your customers no matter whatever business you are dealing with. Although it’s not easy to deal with one’s emotion especially when one is being unreasonable with their behaviour, you would then have to continue remaining friendly, and deal with them in a professional and cooperative manner in order to succeed with your customers. Being patient with your customers would not just make your business grow but would also lead you with effective marketing results.

Apologizing them: Once the customer tells you what exactly the issue is the very next thing you need to do here is apologize. This is one important thing you would need to do especially if your customer is angry. Even if your customer is as cool as you are you would still have to apologise for all the problem or inconvenience caused through your products and services. And in case the problem was from their side blaming them would not just worsen their mood but would also affect the business you have been doing. So do not forget to ensure your customers that you are here to help them and would solve the issues working together that they have been facing through our products and services.

Making sure that you have understood them: Now that you have apologized it is the right time to take down the notes in order to understand and know what exactly the issue is before you begin to solve them. Doing this would also help your customers know that you have heard them and are actively thinking on how you could solve the issues they have been facing.

Solving the issue: If you think that you know what the solution for the problem then goes ahead and solve them. And in case you are not sure about it then do not promise your customers with things that you cannot do. When you don’t have an answer to the question your customer is asking, then put the call on hold and consult your team in order to know what would be the right solution for this as quick as possible. Remember the customers get more angry and frustrated when they are kept on hold. In case you have no solution for the issue they are going through be frank and tell that out to them.

So how do you deal with your angry customers? Do share your ideas and strategies on how you have maintained a composure when you a dealing with an angry customer. Do share with us a story if you have come across any rudest customer through a phone call or live chat.

Check it here for more Business Process Outsourcing industries news.

COME BACK ENTERPRISE COMPANIES

Courtesy of: Careweb

Tips to Develop Efficient Operational Risk Management

Operational risk management deals with the grass root levels of a company. Operational risks arise due to human actions, technology, processes and external factors. Most of those risks are generated inside the walls of your company and can be identified and treated even before they occur.

Efficient operational risk management can be achieved by identifying underlying operational risks running in your company. Employees are your main channel of enterprise risk management. So build good rapport with them and look out for the following behaviours:

A silent approach from the employees…

If your organization believes in one-way traffic by providing instructions and not taking feedbacks, then it is time to rebuild your work culture.

Employees should be made aware of prominent and impending risks. Since they are the ones familiar with every basic function of the company, they will be the first ones to spot a threat. Give your employees the autonomy to analyse risks and use an unrestricted gateway to reporting their speculations.

Risk managers can engage with employees on personal levels to learn the remarks and responses towards a range of functions from introducing the new process to the company’s ORM software solutions.

Have your top-level executives taken risk management seriously?

Enterprise risk management needs coordinated efforts of every entity in an organization. And operational risk management takes lead when it comes to the involvement and guidance of management.

You might have installed an ORM software, but ensure that everyone from the top-level executives to the subordinate members are included in the system. Management will motivate the employees to follow their lead and abide by the operational risk management solutions.

Training you resources

In today’s competitive business world, training is not just to evade or move ahead, but to mitigate the possibility of risks.

Employees are your assets, train them to gain individual fortitude and build team strength.

Risk Managers: What Is The Difference Between Risk Management Software VS Spread Sheets

All of us have been using spread sheets and off course we love them. Spread sheets are the ones that would help you analyses the budget of your family, create statistics on the production and the risk assessment process. Wait a second. What was that. Risk Management through Spread Sheets? I am sure some of us must be scratching our head asking how is that possible, where as others may be feeling shy looking away with a small amount of guilt churning in your stomach.

Reassured i am sure that you are not the first one to deal with spread sheets especially when it comes to risk management. Using risk management would help you learn the formulas, checking the cell links, ensuring proper formatting, and risking the human error in the certification auditing program. This is the main inspiration behind our risks management software offering one of the best solutions to the risk management process and not the spread sheets. 

 

The Use of Spreadsheet programs for a better risk management

Spreadsheet programs are considered to be the most essential part of the business and have been utilized for a variety of tasks world wide. The adaptability of these spread sheet programs have led to their use without considering the other solutions. They have been successful in offering features and attributes that have been beneficial for all the risk managers and are bounded with certain limitations.

• A One Time Risk Assessment for Small Business Organizations: When smaller business organizations with limited operations need to complete and succeed in a single risk assessment, it would be proved to be beneficial when you complete risk assessment through a spreed sheet program. And in case of the assessment that has to be repeated the task tends to become tedious resulting in the users managing spread sheets as opposed to risk management.
• No Purchase is required if a spread sheet is already owned by the business organization: Most of the business organizations have already purchased the spread sheet program utilizing the open source of the spreadsheet programs.
• Documents been already shared and transferred between the computers: When business organizations have been having an enterprise version of a spreadsheet program, risk assessments would and can be easily emailed, and placed within the collaboration software allowing you to share it through out the business organizations.
• A proper and a customizable format: Risk managers using the spread sheets program have a better option of customizing the major aspects of risk assessment starting from the calculations to the aesthetics.

Limitations of a Spreadsheet program:

• Sharing out an un protected document: While sharing out the documents related to risk assessment, you run out the risks of edits and changes being made without any sort of the document owners consent. This would lead them to an un approved version of making its publication with a record of when and what changes were made.
• Process of Calculation creation: While utilizing the spread sheets for the risk assessment program users here would have to create and do a proper research on risk calculations that need to be implemented. This could be a daunting task and a time consuming process. Also while implementing these calculations, the risks of utilizing the formulas that are not consistent enough through out their scope increases.
• Repeatability: Risk management process is usually completed many times due to several reasons be it the auditing process or the improvement process. Spreadsheet risk assessment program cannot be set up to be easily repeatable. If the person in charge of the operational risk management process creates the risk assessments and leaves the organization due to a specific reason, then the method used would not be clear unless there is any proper documentation. And in case the document is not created with this assessment then this new assessment may not have to be created.

Risk assessment process can be a complicated process unless you use the right tool at the right place. Organizations here must identify and mitigate risks before they would occur to ensure us with a reliable service maintaining the organizations reputation. Not using an automated and a centralized tool organizations are fray enough and would connect to the risk variables at hand and distinguish the organizations overarching risk position.

Best practices in Operational Risk Management

Businesses have become global and more organized in the present financial world together with the sophisticated of financial technology. Advancing technology has also invited complexity in the activities of the financial institutions and the level of risk across a firm.

Establishing best practices in Operational Risk Management includes the risks other than credit, interest rate and market risk can be substantial.

Some of the novel risks that have emerged for the financial institutions include:

Advanced technology:

Technology has to be applied to reduce the human errors arising from manual processing. However, too much dependency on technology sometimes may give rise to the system failure errors.

Data Security:

With the evolving cloud-based businesses (e-commerce), potential risks like internal and external fraud and system security issues have come up.

Proper Maintenance and Backup:

The financial institutions have evolved a leader as service providers. This calls for greater maintenance of high-grade internal controls and back-up systems.

According to the new Basel Capital Accord that was proposed in 2001 has stated Operational Risks as a distinct class of risk that of course, differs from credit risk and market risks. It is termed to be a significant contributor to any financial institution's risk profile. The regulation also suggested various approaches to assess the operational risk exposure for a financial institution. These approaches have however evolved over time and today the level of complexity under various approaches varies widely.

Below listed are some of the best possible practices that can be applied by any organization:

Organizations must have a thorough understanding of:

·         The place of Operational Risk Management (ORM) in the context of risk management.

·         The proper knowledge on the significant difference between Operational Risk Management and Operational Risk Measurement.

·         Best practices for the ORM.

·         Significance of operational risk in Governance, Risk and Compliance and Enterprise Risk Management frameworks.

·         The procedures and policies required to support ORM.

Often the ORM function in any financial institution forms a part of central risk function. Any organization can achieve the best possible protection against the negative impact of the potential risks and can achieve best growth opportunities with ORM.