Customer Support Relationship Management: Importance And Implementation

Communication Method

Discuss about the Customer Support Relationship Management.

It has been found that many customers face various troubles after signing up an unlimited ADSL 2++ and phone line rental with the company BOBO internet service. The main reason behind this is the negative attitude and awful behavior of the sales representatives of the particular organization. It has been found that in order to attract more customers; the BOBO Company advertises that it will provide home phone lines and internet rental at a very cheaper rate compared to other companies. In order to earn profit from this service, the company provides relatively lesser salary to its sales representatives. Thus, most of the customers face trouble regarding the service quality of the sales representatives. In addition to this, the company has a huge customer base but it does not has much support and customer service provider, thus, it has been noted that most of the times the customers face problem regarding getting any internet connection.         

Communication Method: The primary communication method for interacting with the consumers will be telephone conversation as it is the most important form of communication. The telephonic mode of communication can help in connecting between two diverse geographical points and provide services to people. The company can have the IP PBXs also known as the VoIP phone systems that can deliver telephone calls via different IP Networks, Call centres and the Contact Centres (Solomon, 2012). The telephonic conversation with the target consumers of the company essentially can follow four different stages that include introduction, development, closure and farewell. The customer service representation can greet the consumer, introduce them and mention the reason of the call. The phase of the introduction is followed by the development stage where the customer service representative can expound the features of the products and services of the company and at the same time listen to what the customer has to say. During the phase of telephonic conversation, the customer service representative needs to pay attention to what the customer needs to say and answer politely to the consumers (Lucas, 2012). The customer service representative also need take note of different aspects of the both verbal as well as non-verbal communication. In addition to this, the representative also needs to develop the competence to act as a filter and take note of what the consumer, handle the complaints and finally reach the goal of satisfying the consumers with the service (Lucas, 2012). During the stage of development, the customer service representative can explain the features of the available services and differentiate the products/services from substitutes in the market. Subsequently, the customer service representative can approach towards the closure and bid farewell.

Staffing calculation tool for help desks

As per the provided video, the use, implication and the importance of a particular software has been analyzed that will guide an entrepreneur to run his business successfully. The name of the particular software is “Staffing calculation tool for help desks”. This particular software can be used and regulated in a spreadsheet only as it is a very simple tool. The objective of this “Staffing calculation tool for help desks” is to estimate the total numbers of FTEs (Full Time Equivalents) who are required for the company in order to run it effectively. In addition to this, this particular tool also helps to calculate the FTEs required at an average of monthly call volume rate and for three different call duration times. As the customer support department of any business of an organization is the most essential part, the entrepreneur or the management of the organization should put more importance to this customer support department. On the other hand, the particular tool “Staffing calculation tool for help desks” will help the management to understand the time minute that each of the customer service providers should spend behind providing services to each customer.

In order to implement this specified tool within the organization for providing satisfied services to its customers, some calculations are required as per the user guide. These calculations will help the management to compare the staffing requirements at three different call durations by putting three different call duration estimates. In order to calculate the numbers of productive minutes per day, per employee, an individual should follow some guidelines that include both variable and fixed elements. These include – the total numbers of days per year, from this the total numbers of weekends and holidays should be deducted along with the average vacation days per year per employee. In addition to this, the average turnover percentage rate, hours per day, average break time per day in hours, average administrative time per day in hours and average lunch time per day in hours will help to calculate the productive hours available per year. This calculation also involves productive hours per day and the total numbers of productive days per year available. The calculated productive hours per year available and the months per year will help an individual to calculate the productive hours per month within an organization. The calculated number of productive days per year available will help to calculate the productive hours per day available for the business. The minutes per day available is calculated based on the available productive hours per year, minutes per hour and available productive minutes per year and available productive days per year.

Calculation for staffing requirement

The overall video presentation mainly helps in calculating the overall number of calls per day, which could be made by the company. In addition, the calculation might help businesses to contact it customers and generate the required sales. The calculation might need the overall ‘number of weekdays and weekends that the company is open for work’, which in turn might help in calculating the total number of working days for the organisation. Furthermore, the identification of total number of working days will mainly helps in calculating the average weekday call, which is been conducted to customers. This derivation of the calculation might mainly help owners or management to take adequate steps for increasing to decreasing the number of call to their respective customers. The number of weekdays per year is mainly calculated based on 52 weeks. In addition, if the company mainly works for 5 days in a week then (5 * 52 = 260). However, if one day is provided as a holiday in weekends then (1 * 52 = 52) days will be added. Thus, the total number of working days of the company is 312.   

In addition, the video also shows that the calculations need data of the total number of calls per year conducted by the company. This value mainly helps in generating the calls per month and per day, which is been conducted by the company to maintain their productivity. This vital information might mainly help the company to identify change in outgoing call, which might be needed to support their future endeavours. Furthermore, the user guide of the calculation mainly needs the number of calls conducted in a year by the company to help in distinguishing the calls made per month and per day.

The user guideline for the number of current employees needs to be incorporated by the users for arriving at the appropriate calculation. In addition, the number of employee inputted might be changed with the full time and part time employees. In addition, the employees that work full time are considered as 1 and part time employees are considered as 0.5. This if there is 3 full time and 3 part time employees in the company, then in the input data, the number of current employee will be written as 4.5. This derivation of the number of employees might mainly help in providing accurate solution.

Therefore, it can be said that this calculation will help to understand the tool “Staffing calculation tool for help desks” in order to attract more customers.

References

Graf, M., Schlegelmilch, B. B., Mudambi, S. M., & Tallman, S. (2013). Outsourcing of customer relationship management: Implications for customer satisfaction. Journal of Strategic Marketing, 21(1), 68-81.

Herzig, J., Feigenblat, G., Shmueli-Scheuer, M., Konopnicki, D., & Rafaeli, A. (2016, July). Predicting customer satisfaction in customer support conversations in social media using affective features. In Proceedings of the 2016 Conference on User Modeling Adaptation and Personalization (pp. 115-119). ACM.

Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information & Management, 51(1), 27-42.

Korschun, D., Bhattacharya, C. B., & Swain, S. D. (2014). Corporate social responsibility, customer orientation, and the job performance of frontline employees. Journal of Marketing, 78(3), 20-37.

Lucas, R. (2012). Customer service. New York: McGraw-Hill.

Roos, I., Löfgren, M., & Edvardsson, B. (2013). Customer-support service from a relationship perspective: best practice for telecom. Management Research and Practice, 5(2), 5.

Solomon, M. (2012). High-tech, high-touch customer service. New York: American Management Association.

Stark, J. (2015). Product lifecycle management. In Product Lifecycle Management (pp. 1-29). Springer International Publishing.

Tran, B. Q. (2014). U.S. Patent No. 8,902,882. Washington, DC: U.S. Patent and Trademark Office.

Wuyts, S., Rindfleisch, A., & Citrin, A. (2015). Outsourcing customer support: The role of provider customer focus. Journal of Operations Management, 35, 40-55.