Blog Archives - Page 35 of 36 - Etech Global Services

Live Chat Services Ensures Instant Query Solutions

The internet has begun to dominate our daily lives to a very large extent. The world has become more competitive with the help of internet. Businesses are able to reach out to more new customers and business opportunities thanks to the World Wide Web. Also the customers are able to seek the services of manufactures easily as internet has made the smaller, closer and more convenient. With the help of online tech support chat businesses are able to offer instant and real time guidance and services to customers without having to rely on direct service. Consumers are able to get quick online remedies to complete their shopping requirements and product associated queries. Naturally, the internet is the choice of millions for business and it has also become to be a way of life. Companies are able to showcase their products and services easily with the help of websites and internet domains. Online live chat services to resolve customer grievances If it can gain business it can retain business too. Live chat services with customers are the easiest way of resolving product and service related issues which otherwise have to be dealt in person by technicians and customer service executives. With the help of internet customers are able to engage in a conversation with the company executives face to face and thus resolve any or all of their problems in an easy manner. These services ensure that the customer continues to remain loyal and attracted to the company for its customer oriented services. Customer service chat ensures that customers are given appropriate treatment and consolation for the losses suffered by them due to inferior service or wrong products. They can set right customer grievance by fixing up a replacement or by giving the right guidance to set right things. The outstanding characteristics of live chat services are: Multiple customers can be handled simultaneously without the need to be hooked with a telephone. Customers get interaction in the form of text conversation from where they are able to gain info for resolving their queries. Customers are able to get their grievances attended even after office hours. Since the whole concept is based on the internet people are able to access and obtain information real time without the restriction of any working hours or holidays. Further, there are options where customers can send and receive solutions in the form of an email without having to indulge in online tech support chat. Further, companies are able to attend to a large number of enquiries without having to employ more staff and infrastructure. This cuts down costs significantly and improves the overall profitability of the business. It is also proven that live chat services are able to achieve more sales since customers are getting their queries about future products solved instantly and graciously. Skilled and trained chat agents can lure more customers and make them buy new products without incurring additional expense. It goes without saying that, customer service chat hence is possibly one of the best ways of enhancing customer satisfaction.

Contact Center Outsourcing Trends in 2014

To Outsource or not? That is the question! And a BIG question it is as companies head into 2014. There are many opinions circulating out “there” as to whether or not businesses should continue to outsource the ever-increasingly important part of their business known as The Contact Center. For many businesses, the Contact Center is the first point of contact between a business and the customer, so ensuring a positive customer experience is crucial. In the past, many businesses have seen the contact center as a small part of what they do, turning this part of their business over to outsourced providers as a means of reducing operating costs. However, companies are now thinking long and hard about outsourcing and are thoroughly evaluating outsourcing partners before making a decision. First, some businesses are looking at the cost/benefit of their call center locations. Instead of outsourcing all of their customer service offshore, for example, companies are considering the best locations for each function. Companies are outsourcing different functions offshore, onshore and near shore which provide cost savings and also provide the perfect blend of skills for those tasks. A second major factor driving outsourcing trends is the issue of security. With more devices in use, the risks to personal information increase significantly. Many businesses are finding that having very experienced contact center partners with proven secured environments are a must-have, whether onshore, near shore or offshore. The main issue is finding the most secure environment when it comes to protecting their customers’ personal information. Companies are also interested in having the contact center themselves, or the headquarter location, nearby so it is easier to monitor how personal information is being handled. More devices, along with changes in technology such as mobile apps and social media, are also contributing factors to the current shift we’re seeing. Finally, for many companies, there has been a shift in how they see the contact center. Where as in the past, many saw it as a small part of what they do, the contact center is now shifting to a more “front and center” part of operations. Because it is the first point of contact between the company and the customer, many businesses are seeing the importance of devoting more resources to the contact center. This includes providing a higher level of training to contact center employees, investing in new technology and ensuring their customer service is excellent with a robust quality monitoring program. Companies are also evaluating their internal customer service capabilities closely and determining if relying on an outsourced partner with deep expertise would provide better service to their customers than they can manage internally. Contact centers are emerging as “the emotional hub” of the company, where customers voice concerns, questions and go to solve problems. As technology continues to evolve along with the impact of social media, businesses are finding that keeping the increasingly important contact center with a trusted, experienced, and secure partner who provides offshore, onshore and near shore options, is proving to be the right answer.

Call Center Trends To Look For in 2014

A new year always brings with it the anticipation of new things, and for businesses this is no different. Businesses have to keep up with these changes in order to stay competitive especially since we live in an ever-changing world where technology is constantly evolving. These constant changes provide challenges for all aspects of business, but particularly the Contact Center. So what are some of the changes that Contact Centers can anticipate in 2014 and beyond? While there are many that we can anticipate, let’s take a look at what are likely to be the top four. One of the biggest anticipated changes coming is the use of Voice Biometrics. Voice Biometrics verifies a customer’s identity through unique patterns in their voice and this is proving to be a useful tool in call centers that have experienced fraud and abuse. Not only is the voice a stronger form of identification than the more traditional security questions, but it is also a huge cost saver. According to a recent article released by VoiceTrust.com, U.S. call centers spend over $12 billion each year verifying the identity of their customers. By authenticating a customer’s voice, companies can avoid the traditional security questions and account information saving time and money. A second major change in the contact center for 2014 is Cloud Migration. Expect huge growth in this area in the New Year, particularly for small and medium-sized businesses. Cloud-based infrastructure greatly reduces upfront costs for businesses by offering an affordable monthly payment model. Additionally, the cloud based system functions more efficiently now than compared to its infancy, eliminating the functionality gap between on-site and cloud-based hosting. A third change that we can expect to see this year is in the area of Social Media. Twitter and Facebook are rapidly changing the way customers and contact centers communicate. If they haven’t already, call centers across the globe would be wise to adopt these social platforms in 2014. Social media can make or break any business and if call centers are not ahead of the social media curve with both of these platforms, they could stand to lose a lot in the year ahead. Twitter and Facebook are excellent tools for monitoring customer satisfaction, but if your business is lagging behind in this area, one negative tweet or Facebook entry from a dissatisfied customer can mean huge losses for your business, not just in sales but in the ever-important area of Public Relations. This leads to the fourth major change we can expect in 2014 which is The Voice of the Customer. Contact centers are being much more proactive in gaining customer feedback as a means of improving customer relations and over-all satisfaction. This feedback can be gained through many channels, not the least of which is Social Media. While these are certainly not all of the changes Contact Centers can expect in 2014, these are definitely the top four that all businesses, who rely on contact centers, should be ready to move forward with in the New Year.

The Importance of Average Handle Time

Numbers, numbers, numbers. If you have any experience working with, or at a Call Center you know that numbers have a huge role in the success of your Call Center. One of the most important metrics and numbers to measure, regardless of communication channel, is Average Handle Time (a.k.a AHT.) This metric measures the total length of time it takes the call center agent to handle the customer and their issue. Based on the specifics of the campaign and its requirements, some campaigns stress having a low AHT, while others do not put much emphasis on it because they want the agent to engage and carry on a conversation with the customer. In this blog, we are going to look at several questions a company should ask itself to help in deciding whether or not to lower their AHT. What are the benefits of having a low Average Handle Time? One of the most noticeable benefits a call center will recognize in having a low AHT is an increase in productivity amongst the agents. When the agents are encouraged to handle the issue with the customer as efficient as possible, they are able to handle more customers. More customers being handled, means less customers waiting in the queue and becoming irritated. However, this is just one side of the coin. Low AHT can sometimes lead to agents rushing customers off the phone or chat because they are so focused on having a low AHT. When agents have that mindset they can end up leaving customers with unanswered questions. It is vital for companies to find that happy medium between rushing the customers of the phone and having a full on lengthy conversation with the customer. We will discuss this a little more in depth later on in the blog. Do your customers want you to have a low AHT? Every customer wants to be treated special, where their questions are listened too and are resolved immediately. This question is a little tricky because this is really dependant on the type of campaign that is being offered. Majority of the campaigns and people calling in alike, want to spend as little time on the phone as possible as long as the issue is addressed and solved! If the call center is able to properly assess the customer issue and come to a conclusion on the first call, then the customers will be happy with their experience and will be happy that they did not have to spend a chunk of their day on the phone with an agent. In this case, the customers want the call center to have a low AHT. One thing, which we have seen time and time again, is call center agents trying to keep their AHT down so they actually end up rushing the customer off the conversation. While this may look good in regards to AHT, we can almost guaranty that the Customer Satisfaction metric will suffer tremendously. More than likely that customer who was just rushed off the call will have to call back in again and again until all their issues are properly addressed and we all know how frustrating that can be. Are your agents ready to reduce AHT? This last and final question puts the focus on the people who will handle the customers directly, the call center agents. While every agent different and unique in their own way, the call center doing the hiring needs to pay close attention to the agent’s conversational skills and properly place them in the correct campaign. This will help in the overall success of the campaign down the road as nothing is more important than the people working for you. While some agents may have the tendency to chit chat and some may be very skilled at resolving issues right away, it goes back to the call center’s ability to strategically place the right type of agent where they belong. How do we manage to achieve low AHT yet maintain good C-Sat? In this competitive environment a lower AHT with good C-Sat (Customer Satisfaction) is something which every client would like to look at as this shows the efficiency and the quality of people the company has. A low AHT can be achieved through an optimization process of voice or chat through various steps. Through a quality study it is necessary to identify the kind of customers coming in and the questions they have and the answers provided by the agents. There can be tweaks to the answers to get it accomplished is the shortest time. Pre call or chat survey also helps in identifying the customers concern and moving them to the right representative. Modifications on the website to make it more user friendly so that the basic knowledge of the product is imparted to the customer before getting on the phone or chat with the representative. A constant check on the customer behavior and creating a business intelligence data to make the necessary tweaks is a must to efficiently control AHT while maintaining a high customer satisfaction rate. All this can be accomplished through constant calibration sessions with the Client and working as partners to grow the business to create a win win situation for all.

The Big Three

When time is of the essence and a consumer is looking for a response, they used to have to pick up the phone and call in only to be put on hold for who knows how long. Consumers were frustrated and wanted a faster, painless way to talk with a representative. Live chat busted on the scene as a key communication channel and as one that could be utilized across the globe. Regardless of the size of the business, having a live chat agent there to answer any questions the customers may have, not only helps the business cut costs, but also helps the customers stay happy and loyal. Thousands of businesses are offering the same services as your company so how do you stand out from the competitors and really strive? Just like any other aspect of business, you are only effective and successful if you deliver quality. When it comes to improving the communication with your customers, you need to measure the effectiveness of your live chat program, which can be done by measuring it by what we like to call “The Big 3”: CSAT (Customer Satisfaction) “You keep your customers happy, and they will keep you in business.” Customer satisfaction has remained, and most likely will always remain, the biggest aim for every business. A happy and satisfied customer represents a profitable business. In the case of live chat, having an agent there to answer questions in a timely and accurate manner, will do wonders for a company’s CSAT. Customers want to communicate in the mode that they are most comfortable with and according to the latest trends, live chat is where they want to be met. Response Time As mentioned above, the amount of time it takes a company to respond to their consumers is a huge factor in the overall success of the live chat feature. Company after company sees negative results from their live chat simply because they do such a poor job responding to their customers! Having a live chat agent trained and ready to answer any questions as soon as the customer chats in, leaves a positive image and a satisfied customer. Average Chat Handle Time This last factor can be a little tricky but still should be measured very carefully. Having a low chat handle time, meaning the entire time from beginning to end of the chat conversation, can mean several things. One being that the chat agent was able to quickly answer the customer’s question or, the customer did not want to spend their time chatting with you. This is where it falls on the business initiating the chat to keep a watchful eye on this metric to ensure that there is a happy balance in the overall Average Chat Handle Time.

Remarkable Difference: The Comeback! – Part 1

In today’s high performance environment, it is common to find a disconnect between our employees and our management teams. Each company seems to have their own view on why this is the case such as a lack of time or just a lack of resources. I say the blame falls on the management teams. Having this disconnect in a company leads to a constant riff between the employees and the people in charge. If this issue is not met head on, the chances of the business being successful and growing seem to come to an abrupt halt. In a past survey focused on why certain businesses fail, the results were truly staggering. The survey showed that 83% of businesses fail when there is a disconnect between the employees and the management team. With results such as these, I think it is safe to say that employee engagement is crucial to the success of a business. With businesses shifting their focus towards their employees first and their customers second, it has proven difficult to set the correct priority between the two. It is crucial for all businesses to first give priority to their own people. The best way to do this is to engage them with various business improvement conversations or growth initiatives. A successful employee engagement initiative helps create a community at the workplace, not just a workforce. When employees are effectively and positively engaged with their organization, they form an emotional connection with the company. This affects their attitude towards both their colleagues and the company’s clients, which leads to improve customer satisfaction and service levels. Today major businesses have their own ways of engaging employees (both new and old). In order to make employee engagement a success, they have to have a strong follow up plan. In short, this means the companies need to actually respond to the employee’s feedback and suggestions. When companies are able to take this invaluable feedback from their employees and actually show them they are doing something with it, the effect is an enormous boost on the employees moral because they know they were actually heard. This step, even though it may seem simple, can make or break your efforts. If companies do not follow through on their promises for their employees, they can almost without a doubt expect nothing but failed attempts and frustration on both sides. Listed below are several different effective and efficient employee engagement activities to help your organization start feeling more like a single operating unit and not two separate divisions: Communications activities These activities help organizations keep their employees in the loop with what is going on both inside the company and outside. Efficient communication activities also create an open and transparent culture within the organization. A few good examples of communication activities are: Develop communication teams or a group of employees who communicate all updates related within the organization. Such groups should have a good mix of employees from each level as this proves to be the most effective way in engaging all levels of business. In house newsletters or magazines. Intranet tool for all employees where any update or changes can be posted for a quick view. Monthly, quarterly and yearly updates on the organizations goals and achievements. Robust feedback model such as a winning culture survey (half yearly and yearly), quarterly focus group system based on a 360 degree model. Strong follow-up mechanism on any employee feedback with status updates and listed further actions to be taken. A dedicated corner (notice board or communications board) on site where all updates or organizational related information can be posted. Activities to develop the culture of the organization These activities help organizations in creating the sense of ownership within their employees. This sense of ownership and pride in the organization helps create a unified organization. Common approaches include: Clear HR polices Policies should reflect “Employee-first” approach of the organization Driving employees towards corporate social responsibilities Strong work life balance initiatives Developing a transparent and safe work environment All actions and reactions of the organization should reflect the commitment towards the well being of the employees Events and activities which promote the vision and mission of the organization A quick decision making process with transparency throughout Team building activities Creating a team environment plays a huge role in helping businesses achieve a successful employee engaged atmosphere. An organization filled with employees who have the mindset of being a team player is one that is on the fast track to a successful business. When employees feel part of a team, they share a mutual feeling that they belong and that each one of them plays a crucial role in the overall success of the organization. Popular approaches include: Team recreational events or activities wherein a team would be required to participate. Examples can be trips to a movie, team lunches/dinners, or a sporting event. Social activities such as barbeques etc. Community related events like fundraising, organizing blood donations, volunteering etc. Leadership development for the organization to adapt to the changing market, it is important to have people with leadership skills not just a leader with great skills. This helps with consistent performance and creativity. Practices can include: The organization should have clearly defined leadership requirements Effective performance management processes with clear ways of performance evaluation Employee empowerment Openness between supervisors and peers with feedback going both ways Effective coaching and mentoring activities along with a strong culture of self-development Strong Reward and Recognition Programs Reward and recognition practices play a crucial role towards making all employee engagement activities consistent. Studies have shown that, while money in itself is not always the sole motivating factor, the absence of a financial reward system can be a significant demotivator. Reward Programs help: Provide a clear framework for rewarding everyone in the organization for their performance Motivating employees, thereby creating a positive morale in the organization Increasing the satisfaction level of the employees (ESAT) A few good practices can include: Realistic compensation

Tips on Maxing Out Your Chat Services

Companies today are constantly trying to improve their websites to make it stand out and have that “wow” factor amongst its users. Whether it is the amount of information on the site, or how many tabs a company can squeeze onto one page, these features all fall short to the ever important Customer Service. Users want and expect the same standard of Customer Service as they would if they walked into a brick and mortar store. Companies find themselves asking, “How can we provide the same Customer Service through a website??” The answer is, effective Live Chat! Listed below are 4 key steps to take to help ensure your Live Chat services are being used to their full potential: Monitoring website traffic It is essential to monitor website traffic in order to understand peak hours. This allows businesses the ability to gain a deeper understanding of their website and when their “busy hours” are. Monitoring website traffic also allows the company to see when the best opportunities are to increase conversion. Proper identification of these trends ensures the efficient allocation of resources. Award more authority to agents Businesses must grant more authority to their agents to allow them to make the final selling decisions while interacting with potential customers. Companies should want their agents to feel empowered while interacting with the customer. If agents are not properly equipped it can lead to loss of sales and revenue. Agents must be provided with detailed knowledge in relation to providing quality customer service and be given a greater freedom to carry out the interaction with the customer. Agents should be allowed to freely exercise their up-selling and cross-selling skills to close the sale. Know your customers One of the most invaluable pieces of information a business can receive is the customer’s feedback. Feedback provides the company with vital information in regards to what they are doing right and even more so, what they are doing wrong in the eyes of the customer. Knowing this information helps improve your businesses customer satisfaction level and allows you to deliver exactly what the customers desire. The easiest way to get to know your customers is through basic customer surveys that can be offered to the customers at the end of a live chat session. The customer can then describe their experience and give the feedback all businesses long for. Improve efficiency of live chat process Providing live chat services on a company’s website not only improves online sales and customer satisfaction, but it also helps shorten the sales cycle. By providing live chat on the website, it allows customers questions to be answered swiftly and accurately. To improve the efficiency of the live chat process, businesses can use advanced features like canned responses, push URL’s, and also screen sharing. These features allow agents to respond faster and therefore increase the customers overall perception of the interaction in a positive way. To extract the maximum benefits possible from live chat services, businesses must focus on improving their live chat process. This by no means is an easy task, but we are confident that starting with above tips, it will definitely help get the ball rolling in the right direction. Trust us; it is what the customers want.

5 Reasons Insurance Agents Work for Etech

Working as a general lines insurance agent at a call center may provide hesitation or concern in some insurance agents – Etech agents disagree! Etech insurance agents enjoy their job and are excited to come to work. Here are 5 simple reasons why working as an insurance agent at Etech proves to be ideal: Handling Taxing Situations With Ease The recent health care changes provide an interesting challenge to each team leader and agent. Agents know that each change will be handled with accurate information allowing them to feel informed instead of confused. Our agents are the bridge between old and new health care. Job Importance Etech agents gain a great sense of worth because of how important health care is to each customer. Agents are elated to tailor customers’ policies in order to fit their needs to become a healthier American. Leadership Account leaders, sales coaches, and trainers do an impeccable job of making each agent feel like part of a team instead of an employee through continuous development and positive coaching. Agents know that they are never alone in any situation and can call on a leader to assist them through each opportunity. Etech agents place an immense amount of value on how their leaders are experienced in their field and encourage one-on-one interaction. Co-Workers Agents at Etech know that that they are part of an uplifting team with not only great leaders, but great team members as well. Each team provides a unique sense of fellowship among one another causing a work atmosphere of such enjoyment that coming into work is an exciting task. Applying Knowledge Team members rest assured that the information they learn during training and throughout one-on-one coaching sessions is not obtained in vain. Etech agents apply the skills needed to become an outstanding insurance agent on a daily basis, constantly providing the best and most accurate information to each customer. Etech sets the stage for what an ideal insurance agent in a call center environment should be a part of. Etech insurance agents take pride in knowing that they are part of something that does not stop at being an employee, we are a team.

4 Things to Consider When Managing a Multi-Channel Contact Center

With rapidly developing technology and various ways of communication, it has become essential for Call Centers to transform their operations to meet these changes. Advanced communication devices, supporting enterprise systems, mobile tablets, online websites, and smartphones have opened up large avenues for the customers to get in touch with companies and their contact centers. Even with this daunting and changing landscape, Multi-channel contact centers expectations from their clients remain the same. To provide an excellent customer experience and remarkable customer service, regardless of the communication vehicle. Listed below are 4 key elements every contact center should be focusing on to ensure they are prepared to handle the Multi-Channel environment: Efficient Interaction Management Solution/Software An efficient interaction management solution is necessary for any multi-channel contact center as it helps them to quickly respond to questions and cater to customer needs. Until now many contact centers relied on legacy communication software that provided point based solutions. These solutions were administered or managed separately, were hosted on different platforms, and provided far less information sharing of customer interactions across different channels. With the increase in communication channels and demand of the customers, these out dated solutions simply would not cut it. Businesses must have an efficient mechanism which allows them to have an almost lightning fast responsiveness to customer queries and interactions. In order to handle such vast interactions, contact centers need a unified communications platform to handle the customer questions and issues. Modern interaction management solutions/software provide a unified communications platform for customer interactions by combining IVR, email, chat, web, fax, computer telephony, outbound dialers, as well as workforce management applications. These solutions/software help to increase revenue, improve customer satisfaction and reduce overall costs. Performance Management Reporting Many modern interaction management softwares provide for real-time collection and processing of crucial data on customer interactions. This software ensures greater visibility and insights into the contact center operations. These solutions provide for a robust, comprehensive and sophisticated performance management reporting which gives the management a holistic view of any business transactions and customer interaction. Having a contact center that can provide the client with real time interactions and business intelligence is a huge value add so be sure to seek out a contact center who can provide this. Proactive Multi-channel testing With emergence of IP telephony and complex unified communication platforms, it has become imperative for contact centers to conduct regular testing of these multiple channels of communication to ensure they are working correctly. Proactive Multi-channel testing is essential to ensure optimized performance and excellent customer experience. Proactive multi-channel testing ensures that the management has completed information on the performance of the communication channels. The last thing a client or contact center wants is to have an agent sitting idle because of a technical issue so be sure that your contact center has a system in place where they regularly check their channels of communication. This will give all parties involved the peace of mind that all operations are handles smoothly and seamlessly. Communication solutions monitoring Monitoring of unified communications solutions ensure that the customer experiences seamless performance, connectivity, and service. Communications solutions monitoring provides more visibility into the complex communication solutions that can help in faster troubleshooting in case of any complications or problems. Constant monitoring helps in maintaining smooth performance and helps contact centers reap full benefits of their investment in advanced technology. Managing the multi-channel contact center is essential in order to efficiently cater to the customers who are adopting new approaches and using new diverse channels for customer service.

Key Metrics You Must Track and Understand To Ensure A Great Customer Experience

Excellent customer experiences are a vital aspect for the success and growth of any business. The customer experience is powerful and differentiating factors that can help businesses consolidate their customer base through strong customer loyalty to assist in increasing revenue. Companies that focus on providing holistic customer experiences can ensure they will build a strong customer base and individualize themselves from their competitors. Top-notch customer experiences can help develop an emotional bond that drives them to buy a company’s product or service on multiple occasions. To get the best ‘value for their money’, customers turn to various mobile apps, social media, online comparison shopping, and customer reviews before making a purchase. Companies must ensure that customers get the same level of customer experience across all touch-points. There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. – Sam Walton, Founder Walmart Customer experience metrics help to quantify the overall experience in which customers have across all touch-points. It is the key indicator of a company’s success and relationship with their customers. Some of the metrics businesses should track to ensure supreme customer experiences include: Average Revenue Per User (ARPU) Average Revenue Per User (ARPU) is a widely used metric across various industries and is derived by dividing the total revenue generated by total number of subscribers. It calculates the amount companies bring in from customers or how much each subscriber buys from the company within a specific time frame. A company can increase the customer experience and ARPU by focusing on up-selling and cross-selling methods, offering bundled packages, and using scalable pricing. ARPU can reveal which layer of customer acquisition you need to improve upon and what methods are needed to improve customer experience. Customer Lifetime Value (CLV) Customer Lifetime Value (CLV) can be defined as the expected value of profit generated by a business due to the relationship with a customer over time. Customer experience is very much closely related to CLV and is a critical driver because the quality of customer experiences can greatly impact CLV. Every customer interaction during marketing communication, sales contacts, service/product delivery, and customer service can improve the customer experience and then positively impact future buying behaviors. Customer Loyalty Customer Experience metrics include: Customer Satisfaction, Recommendation, and Customer Loyalty. These can measure the response or behaviors of customers and the result of their experiences after their interaction with an agent or representative. Businesses must provide a positive customer experience to reap the benefits of increased customer loyalty. In hindsight to this, quality customer experiences will ensure that businesses receive a greater profit, and the likelihood of their customers to recommend product and services to others. According to the Temkin Group Report published in March 2012 (1), there is a high degree of correlation between customers’ experiences and their likelihood to recommend a company and to consider purchasing more products and services from that company in the future. Share of Wallet The Share of Wallet metric can be defined as the share of dollars that customers are spending on a particular brand. Share of Wallet can be used by companies to identify which customers prove to be most loyal. This metric can also be used to increase repurchase options and assist companies in knowing about competitors. A higher share of the wallet metric shows that companies are providing higher customer experiences and are enjoying a greater customer loyalty. In today’s economy, customers have a wide variety of choices. With competition getting fierce, it is very important to retain customers through excellent customer service. Properly understanding customer’s needs and expectations will help companies gain valuable insight so they are able to make changes in product offerings, and have the ability to deliver high quality customer experience to improve customer relationships. (1) Temkin Group Report March 2012

8 Simple Tools to Providing Exceptional Customer Service

The common denominator between positive customer behavior and efficient customer engagement is, you got it, customer service! Providing white glove customer service will make a Remarkable Difference for your customer, and will compel them to remain loyal to your business. Any type of business, whether it is traditional brick-and-mortar or an online business, needs to provide excellent customer service to ensure customer needs are met. According to the RightNow Customer Experience Impact Report, 89% of consumers began doing business with a competitor following a poor customer experience. Discussed below are eight powerful tools in which a company can make a Remarkable Difference by providing superior customer service. Respond Quickly Customers want to feel important when visiting your store/website. One of best ways to do this is to listen and respond to your customer. If a customer walks into your store and asks a question and it takes a sales associate 10 minutes to answer, that customer is going to have a poor customer experience. If a customer visits your website and begins a live chat session to ask a question and gets no response, that customer is going to have a poor customer experience. Timeliness is truly key to ensuring that customer service is on par with where it should be. Failure to respond in a timely fashion pushes customers to other competitors faster than almost anything else. Leverage Customer Intelligence To improve customer service, companies should leverage crucial business insights and vital information pertaining to customers’ likes, dislikes, and purchasing behaviors. These vital insights can be used to determine exactly which customers they are serving, what their needs are, and what their expectations are. If a company takes into account these particular insights, they are sure to increase customer perceptions on the customer service they are receiving. Empower the Agents Companies that empower their agents to make independent decisions, think differently, offer flexibility, and add their own touch to the customer service piece, consistently show an increase in customer satisfaction and customer loyalty. By doing so, it allows agents to act independently and bring a variety of styles to the customer service process, which will ultimately improve customer satisfaction. Customers like the feeling of interacting with a real person and not some scripted robot who says the same thing to every customer regardless of the situation. Step Into the Customer’s Shoes We all know the feeling of being the customer at some point or another. Make sure that whether it is a phone agent, chat agent, or anyone from your company interacting with your customers, they can empathize with the customer and the situation they are facing. Sharing this mutual feeling and understanding will make your customers more relaxed and lead to them having a positive overall customer experience. Provide Easily Comprehensible Information Customers will contact businesses to obtain solutions for their questions and problems. Typically, customers can become irritable and unsatisfied when they are provided with unclear or incorrect information on items such as improper details, pricing, and policies. We have to remember when interacting with our customers that most of them will not know and understand our businesses as well as we do. The last thing a customer wants to here is some confusing business lingo that they have never heard before. So keep it simple and clear and the customer will feel much more relaxed. If agents provide easy, precise, and actionable information, it will create a positive and lasting impression in the minds of customers. Going that Extra Mile I think I speak for all of us when I say that I love getting something “extra.” Aside from what is expected, customers will truly be impressed if a representative goes above and beyond to provide them with something additional. Whether it be phenomenal customer service, or offering free shipping on an order that normally does not qualify for free shipping, customers love feeling like they received something extra. By showing your loyalty and care for your customers, they will turn around and share it right back with your business. Going the extra mile is one of the fastest ways to create an invaluable Customer Service reputation. Customers just want to be satisfied with the companies they choose, and those who receive A+ service remember the additional efforts representatives provided, and can ultimately lead to a more fulfilling agent work experience. Have Detailed Knowledge Agents must have the necessary training and detailed product knowledge on the businesses they represent. Agents must also be aware of the latest developments within the business so they are able to roll out the information quickly and accurately according to the wants and needs of their customers. Business holders must always make sure their agents are aware of any updates, new product arrivals, offers, and discounts so they can present it to customers when needed. This is important because a lot of the times, this agent to customer interaction is the first impression of your company to the customer and you want to ensure it is perfect. Learning from Mistakes It is inevitable that mistakes will occur during day-to-day operations, so it is important agents learn from their mistakes to avoid repeat incidents. All mistakes should be viewed as learning opportunities where feedback can be given in positive ways to correct behaviors and not the mistake itself. High levels of customer satisfaction stem from those who experience a Remarkable customer service interaction. This in turn makes them loyal towards the companies that represent them. When a satisfied customer is pleased with a business, they become brand advocates and are likely to recommend the services of the businesses to other potential customers. Companies that strive to provide a Remarkable experience are consistently top choice among the everyday consumer.

Important Practices for a Successful Live Chat Session

The benefits of having an online chat feature on a website seem to just keep growing and growing. With the rapid and continuous growth in technology, more and more consumers prefer to do their online shopping via laptop, tablet, mobile phone etc. When companies implement a live chat service on their website, statistics show an increase in online conversion rates and also a boost in customer experience. Customers are able to receive immediate answers to their questions in real time. Customers’ questions can range from product details to delivery options, and having a live chat agent there to answer these questions leaves the consumers feeling satisfied and confident with their purchase. Live chat not only proves beneficial in answering typical customer questions, but also shows its value during crucial purchasing points in the customers buying process. Chat agents are able to engage with consumers and really find out what it is the consumers are looking for. Below we will look at some practices that will help companies get the biggest benefit from using chat on their websites. Answering Customer Inquiries Accurately It is critical to have a group of chat agents who are skilled in interacting with customers and knowledgeable about your company’s products and website. Having these agents there to assist and guide your customers significantly improves customer satisfaction levels and creates happy loyal customers. Giving accurate answers to customers leaves them feeling confident in their purchase, eliminating the need for them to have to call in to a customer contact center with follow-up questions. According to a Live Chat Effectiveness Report, ¹ 88% of online shoppers rated product/service knowledge of an agent as an important factor in their online interaction, while 83% of online shoppers feel the speed of an agent’s response is an important factor for a successful chat session. Having trained agents available who can quickly and accurately answer customer inquiries will result in happy (and repeat!) customers. Answering Customer Inquiries on a Broad Range of Categories As mentioned above, having a group of highly-skilled agents to take chats is critical. Companies must provide the appropriate training to agents to ensure they are high quality and are ready to interact with customers. Having this training increases the agents’ confidence and overall skill which allows them to have better and more efficient interactions with customers. The Live Chat Effectiveness Report states that 63% of online shoppers agree that agents should be able to efficiently answer questions related to “Product Details” through online chat. Shoppers also stated how important it is that agents efficiently answer questions pertaining to specific categories like customer service questions, delivery status, and pricing options. With agents having the ability to answer questions accurately in a broad spectrum of categories, the overall perception of the company amongst its customer base will be a positive one. Chat Availability When it comes to chat availability hours, there isn’t much room for flexibility. In our modern world of online shopping, having round-the-clock chat services is important due to the fact that it allows customers to shop and ask questions whenever they feel comfortable to do so. According to the report, 77% of online shoppers feel that 24×7 chat availability was important to them; 84% say that making chat available on weekdays after work hours and on weekend days is important as well. Whether it is Saturday morning at 9 A.M or a Tuesday night at 11:30 P.M, if a customer wants to chat in and make a purchase, an agent needs to be there to assist them. Live chat is quickly proving to be the “preferred” communication channel for handling customer inquiries. Customers doing their shopping online want their answers quickly and accurately, and Live Chat agents are able to provide that. With the increase and ease of accessibility in technology, more and more customers are turning to the online world for not only shopping but everyday activities such as banking and bill paying as well. Companies must adapt to this trend and meet their customer’s needs, by providing chat availability at all times.

Social Media: The gateway to your customer

Social Media is turning out to be a game changer for many companies that provide customer service through various communication channels. E-retailers can efficiently use social media to improve customer service and satisfaction because online consumers are turning towards social media as a primary communication channel to get in contact with them. No matter how large or small an E-Commerce company is, social media is needed to have an efficient customer service mechanism that caters to the needs of consumers, but also helps to build a strong and loyal customer base. Social media is a potent medium Social media has allowed consumers to ‘vent’ their anger, express their opinions, and voice any thoughts about positive or negative customer experiences. Any negative customer experiences can immediately go viral on social media sites, which can then affect customer relationships. However, social media does allow E-retailers to rapidly reply to customer inquiries and enable them to meet and exceed the expectations of their online consumers that are active on social media sites. Platform to showcase competence Social media provides a very dynamic platform for online consumers to convey their complaints and grievances to companies directly. This allows businesses to show their competence and perfectly leverage opportunities and utilize social media to showcase their company. The act of effectively engaging consumers on social media will help to build stronger customer satisfaction and trust of the company. Fast and easy Social media customer service provides a fast and easy way to cater the needs and requirements of online consumers. By using Social media customer service, it can help E-commerce companies save time and money because they can resolve customer related issues in real time to avoid wasting time. Higher customer satisfaction The most important thing for any E-retailer is to provide superior customer service and satisfaction on their website. When customers receive a reply from a company within a short time of their inquiry, it greatly increases customer satisfaction. E-retailers are then able to create a strong and loyal customer base by continuously updating consumers about new products, discounts, promotions, or issues by sharing it on social media sites. Satisfied customers will then turn into brand advocates on social media sites by bringing in new business opportunities. With such loyalty in a customer base, companies can look forward to creating a positive brand image.

Superior Customer Service – Keys for Success in the Contact Center Industry

Rapid growth of E-commerce websites, social media, changing technology scenarios, has catapulted online customer service expectations to a higher level. It has also made it challenging for contact centers to provide efficient customer service. With many communication channels, customers expect the same level of customer service to be provided across all platforms. As a result, contact centers have to escalate their efforts and processes to provide better customer service and an enhanced customer experience. According to the Avaya Consumer Preference Report, only 26% of consumers responded positively when asked if they believe customer service centers provide great support. This shows a gap and room for improvement to provide better customer service by contact centers. Figure source: Avaya Consumer Preference Report 2011 Importance of customer service Providing quality customer service is essential for any enterprise. The one thing that distinguishes the call center and creates strong customer loyalty towards businesses is quality customer service. Enterprises put in an immense amount of time, money, and resources to provide quality customer service to customers. They are all looking for quality customer service that will create a positive customer experience and enhanced customer satisfaction. Call centers must ensure their agents are aware of the importance of excellent customer service. Call Centers can do this through various training sessions and programs. The training should include but not be limited to: principals of customer service, customer preferences on products or services, customer emotions associated with products, and how to exceed customer expectations. Best Practices for improving customer service Call centers can utilize the latest technologies and software to improve customer service. The latest speech analytics softwares now enable call centers to capture, analyze, and perform actions on crucial data captured from customer interactions. In turn, call centers are able to obtain valuable insights into customer behavior patterns and make decisions based on how to improve the customer service experience. Call recording and monitoring help to enhance agent performance which then improves the overall quality of customer service. Errors and defects in the agent performance and call center procedures can be identified and removed as a way to improve customer service. As a result of locating errors and defects, call centers can provide additional training to agents as another effective way to improve customer service.

Etech India: Inspiring Journey of an Offshore Contact Center

On September 26th, 2003, a group of 25 committed professionals filled with aspirations of strengthening our company were challenged with the goal of expanding our operations into one of the most developing states in India, Gujarat. And today, on the verge of celebrating our 10th anniversary, Etech Global Services employs over 650 team members running successful operations in both Gandhinagar & Vadodara, and recognized as a global leader in the Business Process Outsourcing Industry. My name is Matt Rocco. I am president, COO and team member of Etech. I have visited the great state of Gujarat on numerous occasions. When I look back on our journey, I find my heart filled with gratitude to many who have helped us to achieve our dreams. We are most grateful to Gujarat’s government, led by Chief Minister Narendra Modi, who has been very instrumental and cooperative throughout the years. His positive business policies and responsive approvals to Etech requests have helped to establish Etech as a leading BPO company in the area. I believe that not only has Gujarat been good for Etech, but that Etech has been good for Gujarat! We have been a pioneer of introducing the emerging BPO industry to all the talent and resources that Gujarat has to offer. The wonderful efforts initiated by Chief Minister Modi towards human resource development in Gujarat has provided Etech and other companies access to a talented pool of 700,000 graduates coming out of Gujarat each year. The contributions of the Gujarat government coupled with Etech’s profound work culture, safe environment, and servant leadership model has positioned Etech has an employer of choice in Gujarat. Etech Global Services, a global customer interaction/acquisition and contact center services solution provider, has a vision to make a remarkable difference for our customers, our people, and within our communities. Headquartered in Nacogdoches, Texas, USA, we have expanded US operations to include centers in Lufkin, Rusk, and Dallas, Texas, Huntington, West Virginia and Palm Beach County, Florida; and offshore centers located in Gandhinagar and Vadodara in Gujarat in India, and Montego Bay Jamaica. For over a decade, Etech has been helping companies by providing innovative technology, industry-leading service, stellar CSAT scores, and high performing sales solutions that enable our clients to build stronger brands, strengthen customer relationships, and gain market share. While celebrating the completion of 10 eventful years in India, we are humbled to have been supported by so many of our customers, communities and the government of Gujarat. We look forward to achieving further success together in the years to come.

E-Commerce Website Helps Boost Online Sales through Better Customer Engagement

E-commerce websites need to keep pace with changing customer preferences, behavior, and latest technologies to efficiently engage customers and boost sales. Customers are faced by thousands of options while shopping online and it has made it increasingly difficult to draw their attention and convince them to make a purchase. However, the two things that can make an E-commerce website differ from the rest is efficient customer service and customer engagement. Factors behind growth in E-commerce sector The E-commerce sector is witnessing a sudden spurt in growth and increased sales. According to recent Forrester Research (1), U.S. online retail sales will hit $370 billion by 2017. The E-commerce sector which accounts for 8% of the total retail sales in the U.S. will outpace sales growth at brick-and-mortar stores over next five years, according to Forrester report. Two striking factors can be attributed to be behind driving the growth. One is easy accessibility and use of smartphones and tablets among the U.S. online consumers. Online consumers are using them to conduct research before making a purchase, find stores, find and compare prices before making purchase. Second is that many retailers have increased their investments in setting up divisions or departments to improve their online sales and marketing. Also, they are introducing newer ways to improve their online sales. Changing consumer behavior Consumers are changing their online shopping behavior. They visit online websites of businesses, compare pricing of products from two or more stores, read reviews of the product from review websites, make online transactions, decide whether to buy from in-store or online store etc. Essentially every aspect of the buying process can now be done prior to any one on one interaction so it is crucial for businesses and companies to have a strong E-commerce website. An E-commerce website offers the best way for any business to sell any kind of products online as well as create a robust web presence. By establishing a solid online presence through E-commerce website, businesses can efficiently reach out to the large untapped online customer base, boost online sales and create a positive brand perception. Reference: 1. US Online Retail Sales Forecast

Online Chat Helps Improve Online Sales and Customer Satisfaction

The Internet has completely changed the way enterprises carry out their business. As large numbers of consumers are rapidly shifting to the online realm to conduct their every day activities, it is essential for businesses to maintain a robust online presence in order to tap this growing online customer base. According to eMarketer, the number of U.S. consumers researching or shopping online is steadily growing and will surpass the 200 million mark by 2015. In order for businesses to satisfy this consumer base, they must have an online customer support system. One of the most cost effective and customer preferred method is to interact with these consumers through online chat. Providing online chat is an excellent way to provide customer service to these online consumers as it ensures quick resolution of customer problems, queries, and concerns. Businesses can improve online sales, customer satisfaction and in turn, create a loyal customer base. Increase online conversion rates Providing online chat on business websites or E-commerce websites will ensure that all of the website visitors are efficiently targeted and catered to too fulfill their needs and requirements. Online chat will establish direct real-time communication with customers which increases the chances of customers making a purchase. This efficient targeting will as well improve the online conversion rates. Online sales are increased as chat can significantly shorten the sales cycle and positively impact the customers to make a purchase. Higher customer satisfaction The advancements in technology in recent years have increased the level of expectations of the customers from businesses in terms of providing faster, efficient and accurate customer service across communication channels. Through online chat, an agent can directly answer queries of the customers in real-time which will significantly improve customer satisfaction. And one thing we all know to be true is, a happy customer stays a customer. Once the customers are satisfied they will return again and again to purchase from the website thereby creating a strong loyal customer base. Improved agent performance Unlike any other modes of communication channels, online chat allows agents to handle multiple customer queries at a single time thus improving their performance, efficiency and productivity. Reduced operating costs Online chat helps to reduce operational costs as agents can handle multiple customer interactions at a single time. They are able to rapidly solve customer queries and grievances with quick and efficient resolution. By these customers having their problems answered over a simple chat, the company should see a significant drop in call volume because their customers are experiencing first contact resolution through chat. Online chat is a cost-effective option as it costs only a fraction of what it costs to interact with customer through other communication channels. Providing online chat on a business’s website can also reduce shopping cart abandonment rates as customers can be provided with right information that they are seeking at that exact moment. Customers can immediately seek help from live chat agents which are readily available to help at any point of time. Reference: [1] http://www.internetretailer.com/trends/consumers/

Powerful Leader = Servant Leader

History has numerous instances where leaders have risen rapidly in the ranks just by simply caring and serving their people. How does this happen, one might ask? Practice servant leadership. The principles and practices of servant leadership have held true through the years and are found beneficial regardless of the industry. Servant leadership is the need of the hour for organizations as they are constantly faced with operational challenges, meeting revenue goals, customer relationships, keeping employees happy, etc. Servant leadership, opposed to the traditional concept of “Power Model Leadership” where the leader of the organization is virtually non-present in the day to day operations, has proven to produce remarkable results. Servant leadership is a philosophy which focuses on growth, welfare, and motivation of the employees, and giving back to the communities associated with the organization. Primary Goal: Be Present and Serve Your Employees One of the fastest ways to become a servant leader is to be present. The leader needs to be visible in the day to day operations so employees feel like they belong and are important to the company. If the employees never see their leader, the feeling of “I am just another number in their books” quickly begins to creep in, which leads to poor employee moral and performance begins to suffer. The leader must be entirely focused on serving their employees by demonstrating that every employee really does matter. Serving employees means to ensure that all activities conducted at work result in employee growth, skill enhancement, and are completed in a proper manner. Servant leaders must support, encourage, and enable employees to unleash their hidden talents and capabilities. The employees who feel encouraged and supported from their leaders are going to be the top performers, as compared to the employees who work in fear of their boss. Practicing servant leadership will ensure the focus will be on the growth of the individuals in the organization which will promote teamwork, empathy, co-operation, trust, and employee involvement. A true servant leader relinquishes power and puts the needs and concerns of his/her employees as their top priority. Judging Yourself as Servant Leader One of the toughest tasks the leader must do to ensure they are practicing servant leadership is to self-evaluate themselves. Some leaders may have a hard time doing this and being honest with these answers because they think they don’t need to ask these questions. Below are several questions the leader must consider to help get the ball rolling in their effort to become a true servant leader: Do I sit in interviews during the recruitment process? Do I attend training classes that occur for my employees? Do I take part in orientation programs? What is my level of participation in activities on the operations floor? What is my role in coaching, motivating, and inspecting the activities on the operations floor? Last but not the least, am I helping my employees solve their problems and concerns? Happy employees will ultimately result in happy customers as they can provide superior attention and care to the customers. Servant leaders focus on creating happy employees by keeping the needs of the employees ahead of any personal interests.

What to Look for in the Right Live Chat Vendor

More and more, consumers prefer to shop online and conduct a host of other important activities online. Businesses have to maintain a robust online presence in order to tap into the growing base of online consumers. Consumers like to shop, perform hotel reservations, book travels, and conduct financial transactions at their own convenience and ease. Providing live chat on a company website can help provide their customers with swift customer service and personalized attention. The issues and questions of customers can be solved quickly as live chat establishes a real-time direct communication link between customers and customer service representatives. There are several major benefits of having live chat offered on your website, one of which is seeing a large increase in your agents’ efficiency. Chat agents are able to handle multiple chats at once, as compared to voice agents who can only service one customer at a time. This benefit decreases the chance of a customer having to wait on an agent for answers. They are able to receive the instantaneous response we are all looking for. Another benefit is the decrease abandoned shopping carts on the website. Due to the fact that a large portion of shopping carts are abandoned simply because the customer became confused and could not navigate properly, the live agents are able to jump in at the right time and place and assist these customers to complete their order. Companies should look for following points while selecting the right live chat vendor: Offer more services than chat Reputable live chat vendors offer value added services with their live chat software. Seek these companies out. They should be able to implement the software, maintain, and improve the software with the latest updates. Having a vendor that understands the software and best practices in the industry will provide you with the confidence that you made the right choice. A vendor with deep roots and a proven track record is the ideal vendor. Comprehensive reporting capability Your live chat vendor should have comprehensive reporting capabilities to provide insightful reports on the current status of campaigns, KPIs, agent performance, profitability and much more. Reporting helps to judge the effectiveness of campaigns and make adjustments or improvements wherever necessary. Ability to grow Chat vendors must be able to grow and offer scalable solutions to their clients. As online sales and chat volume grow, vendors must be able to offer solutions to handle such volume and routing. Vendors should offer capabilities such as customizable features like the chat window to closely match the website to ensure that brand integrity is maintained. The logo, colors, design, welcome message, button placement, and chat intelligence rules need to be customized to allow for excellent customer experience. Training Live chat vendors should be offering training to chat agents for their products. They need to be able to show how to implement best practices in live chat services. Along with the basic training, vendors should show they also practice continuous improvement for their agents. This helps keep agents trained with the ever changing culture we live in. Proven Success When searching for a live chat vendor, be looking for a successful track record of service uptime and reliability. They should have a clearly defined business strategy, delivery model, and SLA. This really is a key point. Even though some ideas and strategies may sound pretty, when choosing a live chat vendor, it is always safest to go with someone who can back up what they say and has the numbers to prove it. Live chat helps improve online sales, customer satisfaction, and a better customer engagement. It is essential to have a solid partnership with a vendor that will provide the right help, support, and continuous improvement.

Principles of Total Quality Management (TQM)

Total Quality Management (TQM) is a management approach focusing on the improvement of quality and performance in all functions, departments, and processes across the company to provide quality services which exceed customer expectations. TQM expands the scope of quality of every department from top management to lower level employees. It enables management to adopt a strategic approach to quality and put more effort on prevention rather than on inspection. Through TQM, all employees are trained in a professional manner and encouraged to make decisions on their own to improve the overall quality and attain higher standards. This is key to achieving the TQM results desired, because without your employees on board and feeling empowered, you might as well be swimming upstream. Through TQM, companies increase customer satisfaction, reduce costs, and foster team work. Companies can also gain higher returns on sales and investment. The ability to provide quality services allow for higher prices to be charged. Total quality means better access to global markets, greater customer loyalty, wider recognition as a quality brand, etc. TQM is broadly based on the following principles: Customer Centric Approach Consumers are the ultimate judge to determine whether products or services are of superior quality or not. No matter how many resources are pooled in training employees, upgrading machines and computers, incorporating quality design process and standards, bringing new technology, etc.; at the end of the day, it is the customers who have the final say in judging your company. Companies must remember to implement TQM across all fronts keeping in mind the customers. Employee Involvement Ensuring total employee involvement in achieving goals and business objectives will lead to employee empowerment and active participation from the employees in decision making and addressing quality related problems. Employee empowerment and involvement can be increased by making the workspace more open and devoid of fear. Continual Improvement A major component of TQM is continual improvement. Continual improvement will lead to improved and higher quality processes. Continual improvement will ensure companies will find new ways and techniques in producing better quality products, production, be more competitive, as well as exceed customer expectations. Strategic Approach to Improvement Businesses must adopt a strategic approach towards quality improvement to achieve their goals, vision, and mission. A strategic plan is very necessary to ensure quality becomes the core aspect of all business processes. Integrated System Businesses comprise of various departments with different functionality purposes. These functionalities are interconnected with various horizontal processes TQM focuses on. Everyone in the company should have a thorough understanding of the quality policies, standards, objectives, and important processes. It is very important to promote a quality work culture as it helps to achieve excellence and surpass customer expectations. An integrated system ensures continual improvement and helps companies achieve a competitive edge. Decision Making Data from the performance measurement of processes indicates the current health of the company. For efficient TQM, companies must collect and analyze data to improve quality, decision making accuracy, and forecasts. The decision making must be statistically and situational based in order to avoid any room for emotional based decisions. Communications Communication plays a crucial role in TQM as it helps to motivate employees and improve their morale during routine daily operations. Employees need to be involved as much as possible in the day to day operations and decision making process to really give them a sense of empowerment. This creates the environment of success and unity and helps drive the results the TQM process can achieve. It requires immense efforts, time, courage, and patience to successfully implement TQM. Businesses successfully implementing TQM can witness improved quality across all major processes and departments, higher customer retention, higher revenue due to improved sales, and global brand recognition.

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