Professional Approach – Call Centres


The nuisance calls on cell phone have not ceased completely.

Though I had chosen only certain categories of calls to be permitted on my cell phone via the national “do not disturb” registry, after a while the calls somehow started off again. Since one does not wish to shut off “financial institutions-related” calls and text messages, there are now increased number of calls coming in from such institutions trying to sell some or the other financial product, offer loans at low interest rates, offer a new credit card, etc., etc.,

The messy thing in such calls is that these calls come in at any time, and can affect business transactions. Further, the caller from a bank’s call centre cannot speak proper English (usually) and indulges in chaste Hindi or sometimes Marathi, making an invalid assumption that the other side would understand. If you insist that any such conversation needs to be conducted only in English, the caller quickly switches off.

Such behaviour gives me the impression that even reputed banks (and other financial institutions) do not really ensure that their call centre employees are bilingual. I am also not sure if they really train these folks on how to engage in a conversation properly with customers, instead of opening the call with a question “would you be interested in our new product” ? I will rate the call centre employees below 5 on a scale of 1 to 10 when it comes to conducting a conversation in English.

This is not the case with the Credit Card Centre employees of many banks – they are well equipped, well prepared to handle any customer or situation, ready with the data, etc., May be because they are actually running a credit operation, the bank invests in better quality employees !

I have put off many a caller, sometimes rudely, especially when I am in the middle of something. The caller will then insist to get an alternate date/time to call, and almost invariably not call if you do provide such an alternate timing. So unprofessional, and that’s why I do not believe in the efficacy of customer service rendered via ordinary call centres (mostly outsourced).

Couple of call centre operations which are highly professional come to mind at this juncture – one is Dell and the others are HDFC Bank / Standard Chartered Bank. Excellent trained employees operate these call centres and give a feeling that you are indeed talking to the company or institution directly. Service is very good and prompt.

Overall, the disturbance which emanates via one’s cell phone can be done away with almost entirely, but for the proof of certain banking and credit card transactions which give comfort feeling. Otherwise, the cell phone is to be used only for important calls and messages which are to be expected rather than abrupt ones which disturb one’s equilibrium oftentimes.

The key thing for success in customer handling via call centre operation is a solid professional approach with knowledge of the customer and his problems. Someway to go to attain that situation………..

Cheers,

Vijay Srinivasan

20th May 2012

Mumbai

 

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2 comments

  1. Jamie Olein

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