Empowering your 1st Customers for enhanced Customer Experience | Teleperformance

Business is all about PEOPLE-HUMAN BEINGS, YOU and I and our interactions to understand the needs and fulfill them satisfactorily. In the customer service business, the best Customer Experience is delivered when the two primary pieces of this process namely Employees and Customers connect well and understand each other.

For any brand, within arm’s reach, Employees are the first Customers. Employees, engaging with the customers, are the voice of a brand and have to mirror their values for enhanced Customer Experience. Yet, often they are the most overlooked aspect of the brand.

If you are a success oriented brand, it’s time to change this, before it’s too late! Because setting the right tone for your culture and constantly transforming the organization are at the helm of a motivated and engaged workforce for overall business growth.

Investment in PEOPLE = Happy Workforce = Better Customer Experience

As an executive responsible for employee satisfaction, keeping them happy at all times may be the biggest challenge. A Fast Company article said 74% employees want to leave their jobs, which can be easily attributed to lack of motivation or a possible inertia. Though most often the real reason is lack of listening. Yes, that’s correct it’s as simple as that. Absence of two way communication is key to any unsuccessful relationship.

As the #1BPO to work for in India with half the industry average on employee attrition, in this blog we share some helpful ways for empowering your 1st Customers for enhanced Customer Experience. These worked for us in creating a culture of happiness and engaging millennials, we are sure they will work for you too if you listen intently what your employees are saying or not saying. Take a look.

1. Inclusive & Collaborative Work Culture

The creation of an inclusive and an integrated organizational culture is imperative for businesses today. A comfortable & stress free work environment reduces stress for the employees. A collaborative organizational culture will unlock diversity productively and encourage employees to implement their ideas and innovations in turn benefiting the overall goals of the company.

Inclusive Culture

2. Respect

When trust and respect is in place, each individual in the team becomes stronger, because he/she feels to be part of an effective, cohesive group that cares about the people. Creating an environment where the employees feel respected as an individual counts in the growth of the organization. At Teleperformance, our mission and values represent how we think and act every day to achieve our main goal: happiness from inside out. Treating each other with kindness and empathy and cultivating what each has to offer, with respect generating respect is something what we believe in.

Respect

3. Appreciate

‘Thank You’- Two simple words but it can go a long way towards making the employees feel valued and appreciated. When employees and their work are valued, their satisfaction and productivity rises, and they are motivated to maintain or improve their input.

Appreciate

4. Support

Supportive workplace culture is the foundation of a healthy workplace environment. Helping and coaching the employees eventually carves the path of success for both the organization and the people. Employees who feel the backing of their managers and the organization are more likely to be happy in their employment and with the work they do.

Support

5. Empower

Empowering employees in the workplace should not be underestimated. It instills confidence, enabling people to work both more efficiently and more effectively. When people are confident within their work and with their employer, they are more willing to identify problems and suggest ways to improve quantity and quality of output.

Empower

6. Train

Regular, effective and relevant training is important and a great instigator for performance. Inspiring happiness and work satisfaction begins at the first day of the employment. It starts with the right training that empowers employees to deliver the right customer experience. This includes in-depth product education, handling systems and software, advanced customer service skills along with a dedicated focus on Soft Skills training. As they say, ‘Leadership is about Empathy’. So better soft-skilled employees can make for better leaders sooner.

Train

7. Evaluate

Providing timely and constructive feedback to the employees is the key to employee satisfaction. This helps the employees to analyze their performance and work on the shortcomings which in-turn improves the efficiency of the organization.

Evaluate

8. Empower

Empowering employees in the workplace should not be underestimated. It instills confidence, enabling people to work both more efficiently and more effectively. When people are confident within their work and with their employer, they are more willing to identify problems and suggest ways to improve quantity and quality of output.

Empower

At Teleperformance, we believe that Customer Experience warrants more than just service; our focus on creating a great place to work for our employees helps us deliver that extra bit to our clients and their customers. Being in a business done by PEOPLE and for PEOPLE, our formula, while we interact with more than 40% of the world population, is simple:

“Happy employees make happy customers, which makes happy clients, and happy shareholders.”

THANK YOU! YOU MAKE US WHO WE ARE.

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Visit us at: www.teleperformance.in
Contributor:: Neha Sethi @nehacsethi


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