Collections Call Centers tactful and ethical in approach

Credits are extended to customers so that they can fulfill their requirements and make payments in small installments. However, no single system is fool proof. There are customers that start defaulting on their commitments by not paying the installments in time. This creates lot of problems in the minds of the business people who have given them credits without any collateral security.

In such cases, it gets difficult to collect debt from defaulters. Therefore, Lending Companies hire Collection Call Center for collecting the money that they have not received through installments. Collection Call centers are dedicated bill collection centers that are working to get the money lender and debtor out of a critical situation, simply by making a settlement between the two.

A step by step method has to be carried out to make a successful business deal. The first step is to make a polite phone call to defaulter. Maximum number of times, the defaulter never wants to listen to the caller. However, the caller has to be persuasive enough to fix up a meeting with that client.

Making a call also needs quite an effort. A defaulter is created only when any financial problem arises. This happens either when there is heavy loss, or loss of job. Sometimes, funds usage in some other business may also lead to creation of a defaulter. However, in every case the end result is the same that there is no payment of money to money lender.

The person who owes money generally gets volatile because he/she feels helpless by being in this situation. It is the duty of collection person to make that person comfortable and try not to get too superior over him/her.

The customer is inclined to fear, resentment, anger, frustration, embarrassment and an altogether helpless situation. It is understandable that they want to pay their bills to make them feel free from any kind of debt. It is best to work out a plan by discussing the things in length and reach a common goal. Make small installments of default amount that are within the paying capacity of defaulting person.

Customer Support an indispensable after sales service technique

What is Customer support? Servicers offered to customers through third party service Companies and computer and software manufacturers is called Customer Support.

For example: A mobile Company manufactures and sells mobiles to its customers and the customer is having difficulty in operating the mobile phone, then the Company provides full support to the customer by hiring a professional call center team who aims at providing efficient services to the desired company and its customers. This call center is the third party service Company providing services to the client customers with absolute efficiency.

There are various Customer Support cells meant for providing efficient repair services to the customers as per client’s specifications. These include:

Carry-in service: Also called as depot service where-in the customer is supposed to bring in the equipment purchased, to the service depot to get it repaired free of cost in case the product is under warranty period. In this case the manufacturer is not liable of problems arising out of conveyance.

Mail-in service: In such service plans, the desired product is repaired by the manufacturer if the customer mails the product. These mailing charges are borne by the customer.

Hot Lines: Many manufacturers provide for toll-free numbers through which the customer can solve the problem after dialing that number and relating the problem to the customer support cell. These customer support people would be more than helpful to take up the task of solving the relevant problems and thus provide adequate support.

The aim of customer support cell is to provide state of the art services to their client’s customers and keep them satisfied in terms of product knowledge and its use. And any problem arising can be easily dealt with.

The phone call cost has to be borne by the customer, in case the customer support number is not toll-free.

Customer Support is also named as technical support as the services provided are technique-based. They help in carrying out the efficient operations of a product on customer’s part and maintaining customer satisfaction at the best. Customer Support executives are equipped with relevant knowledge and common sense so as to combine the two capabilities and provide excellent services to the customers.

Customer Support improves customer services

To improve upon the customer services and support, the first and foremost step is to reduce churn and cut upon the operational cost. There are numerous products and services which require customer support as ongoing process. To meet the specifications of clients and work within the resources, customer support cell takes necessary steps. These steps include:

Equip your front desk staff with all the necessary information to solve customer problems during the first call itself.

It’s always beneficial to use local language that too in simple and understandable words to make the call as short as possible.

Relevant data should be shared amongst customer care cell and operations, so that they have a fair idea regarding Company’s expenses.

By automating the device management functions and providing self-care options, the call –time can be effectively reduced, thus bringing down operational cost.

Provide in advance all the information about service quality, subscription, billing, balance and other relevant information to avoid such important yet time consuming information on phone.

Customer support services are not only beneficial to the Company, but also to the customer. Through proper Call Center Services, the faults can be identified and secured at customer end only through proper information. Number of calls made to customer support cell will be reduced enormously thereby reducing tensions at customer’s end as well. However, since some problems have to there, so fewer calls will be made to customer support to reduce manpower at the customer support cell. Since the directions are in simple language and are multilingual then customers have comparatively less difficulty. In a way customer is benefitted, in terms of money, time and less frustration.

It’s not the customer and the Company that are benefitted, in fact the front-desk employees are also benefitted in such a way that they have to tackle the problem. Time taken to solve the problems has also been dramatically reduced. Executives can focus on more important tasks of the Company.

Marketing and management team also gain from efficient Customer Support. While marketing team can take up more assignments and provide quicker and efficient services, higher satisfaction on customer part will also lead to lesser customer churn and hence greater retention.

Eventually Management gets satisfied with efficient customer support because of reduced churn, increased customer focus and most of all greater efficiency.