+E, Positive Experience.
+E is the cornerstone on which all BPO operations are based.
The +E (Positive Experience) is an indirect customer loyalty strategy.
For this reason, instead of building a customer loyalty program, we focus on our ZEP (Zero Error Performance) and the FCR (First Call Resolution) as targets.
A customer with a negative experience with the Call Center, spreads it to 4.9 other people, thus jeopardizing not only his continuity as a customer but also, the continuity of 5 other people (avg.).
It is crucial to minimize the factors leading to a negative experience and to train the personnel to focus on a fast and satisfactory resolution, within certain defined parameters.
This is achieved with a permanent training program based on the Contact Center Agents' ability to detect the customers needs in the first 30 seconds and to conduct the call accordingly.
Results of the interaction between the agent and the customer.
On inbound calls it means a higher rate of compliance with the company, which indirectly leads to increased loyalty and minimization of the risk of spreading a negative image.
On outbound calls it means a better SPH (sales per hour) rate, regardless of the intrinsic potential of the product or service to be accepted by the customer.
For our agents it results in a high level of motivation, greater receptiveness and use of training and a higher retention rate with the consequent gain in experience.