Key Terms used in the Customer Service Industry in India

The world of customer service is dynamic and complex, with its unique customer service language and set of terms that guide the industry towards success. In a country known for its diversity, both culturally and technologically, understanding customer support terminology is essential for businesses looking to excel in delivering exceptional experiences.

Customer service has undergone a remarkable transformation in recent years. With a burgeoning pool of skilled professionals, the country has become a global hub for Business Process Outsourcing (BPO) and digital CX companies. From providing support for multinational corporations to spearheading cutting-edge solutions, the Indian workforce plays a pivotal role in delivering exceptional service to customers worldwide. If you are part of this industry, or if you are planning to join this domain you’ll be pleased to know that these customer service jobs not only drive economic growth but also foster innovation in the ever-evolving digital landscape. Let's dive into customer service industry jargon and explore how each term shapes the customer service landscape in India.

List of Customer Service Key Terms and Definitions

Navigating the world of customer service can be like deciphering a unique language. In this section, we've compiled a comprehensive list of customer communication terminology to demystify customer service, making it easier for you to understand and excel in this field. Whether you're a seasoned professional or just starting, this glossary will be your trusty guide.

● NPS: Gauging Brand Advocacy

Net Promoter Score, or NPS, is a customer satisfaction benchmark used to evaluate the chances of customers recommending the brand to their contacts. It ranges from -100 to 100, which includes both negative and positive reviews. This metric measures the likelihood of customers recommending a company's products or services. A high NPS indicates brand advocates, while a low score signals potential churn. In India's diverse market, NPS helps companies fine-tune their strategies to cater to varied customer preferences.

● TPH: Unlocking Productivity Insights

TPH or Transactions Per Hour refers to a metric that analyzes an individual or team’s transaction on a per hour basis. This is a very important performance measure. It provides insights into how quickly queries and issues are resolved. In India, where time is of the essence, optimizing TPH is crucial to meet customer expectations.

● CSAT: The Heartbeat of Service Quality

CSAT, otherwise known as Customer Satisfaction, is a score to measure the level of satisfaction of a customer when it comes to transactions or interactions with the brand. This metric quantifies how satisfied customers are with their interactions. India's culturally diverse landscape requires businesses to embrace CSAT to tailor services to individual preferences.

● AHT: Unveiling Efficiency Metrics

AHT or Average Handle Time is a metric that is used to calculate the total average duration of a single interaction between a customer and an associate. It encompasses the time from initiation to resolution. This helps in assessing the efficiency of the associate and the organization as a whole. Optimizing AHT ensures efficient service delivery without compromising on quality.

● BPO/BPM: Evolving Service Paradigms

Business Process Outsourcing or BPO (commonly used as a customer interaction term), are organizations that provide business process operations to various clients. In this digital age, they are now known as BPM or Business Process Management companies. These terms represent the outsourcing of non-core processes to specialized service providers. BPM services include payroll, human resources (HR), accounting, and customer/call center relations. India has been a global hub for BPO and BPM, offering cost-effective solutions and skilled professionals.

● IVR: Guiding Call Direction

One of the frequently used professional words for customer service is IVR. Interactive Voice Response, is an automated telephony system, which is used to gather information about the nature of the call and direct the call to the appropriate departments. In short, Interactive Voice Response (IVR) systems are the virtual receptionists of the customer service industry and often speak different languages to cater to a diverse customer base.

● FCR: Pinnacle of Customer Resolution

FCR or First-Call Resolution is an important metric that is used to identify the ability of an associate to resolve customer queries or grievances in the initial call without any follow-ups or repeats. Achieving high FCR rates enhances customer satisfaction.

● EWT: Managing Expectations

EWT or Expected Wait Time is the approximate waiting time, which is informed to a customer before they are connected to an associate. It is a critical parameter and managing EWT ensures a seamless experience for customers.

● Wrap Time & ACW: Documenting Interaction Closure

Wrap Time or Wrap-up time is the amount of time taken by an associate in completing ACW or After Call Work, the documentation process for each interaction, once the interaction has been concluded. These metrics ensure that agents capture relevant information and prepare for the next call efficiently. Meticulous record-keeping is essential for maintaining service quality.

● Skills-Based Routing: Tailoring Solutions with Expertise

Skill-Based Routing or SBR is a tool used in an organization to effectively match and direct customer queries or grievances to the best-suited associates based on their skills in customer service role. It is a strategic approach as this method helps provide personalized solutions, enhancing customer satisfaction.

● Virtual Bots: AI-Powered Assistance

Virtual Bots, commonly known as ChatBots or Voice Bots, use artificial intelligence and machine learning to provide answers to basic queries by customers via either a chat messenger or automated voice replies. These automated systems help free up human agents for complex tasks. India's tech-savvy population has embraced virtual bots for quick and efficient assistance.

● Canned Responses: Streamlined Communication

Canned Responses are predetermined, scripted responses that allow associates to respond quickly and efficiently to a customer query or grievance. This system streamlines communication, ensuring consistent and efficient responses.

● Self-Service: Empowering Customers

Self-Service is a proactive support for customers who would want to find the solution to their problem by themselves rather than getting into an interaction with an associate. Self-service portals and knowledge bases are an effective way to find solutions. This not only enhances user experience but also alleviates the workload on customer support teams.

● CRM Platform: Capturing Interaction Insights

CRM or Customer Relationship Management is a tool employed by an organization to effectively capture and manage interactions for both current and prospective customers. They store information about customer preferences, interactions, and conversation histories.

Read More: Effect of Technical Customer Support on Excellent Customer Satisfaction

● Assisted Service: Guiding Resolution

Assisted Service provides various solutions to those customers who are not able to find a solution to their query on their own by initiating an interaction with a trained associate. The process involves human agents guiding customers through complex issues. This form of support ensures that customers receive the attention and guidance they need.

● Customer Journey: Immersive Brand Experience

Customer Journey, as the term suggests, is the complete journey and experience of a customer when interacting with a brand. Customer journey maps the entire customer experience, from initial contact to post-purchase interactions. In India, where customer relationships are paramount, understanding and optimizing the customer journey is essential for creating an immersive brand experience.

● Digital Customer Experience: Crafting Virtual Impressions

The latest addition in the key terms in customer care is Digital Customer Experience (CX), the new frontier of customer service in India. Digital Customer Experience is the digital interaction and the resulting impression of a customer when interacting with a brand. It encompasses all digital touchpoints, from websites to mobile apps and social media. Crafting a seamless digital CX is crucial for making positive virtual impressions.

Conclusion

HGS India has established itself as a prominent player in the customer service industry. Renowned for empathy and collaborative work culture, we, as a company, place a strong emphasis on nurturing this quality in customer service roles. Our dedicated teams exemplify the importance of understanding and connecting with customers on a deeper level, setting a benchmark for excellence in the industry.

When it comes to customer service jobs/BPO jobs, HGS India offers a diverse range of opportunities. These roles aren't just positions; they are pathways to dynamic careers that prioritize empathy, professionalism, and innovation. We empower individuals to excel in the ever-evolving world of customer service, providing a platform for personal and professional growth.

As businesses continue to expand and adapt to changing customer expectations, these terms will remain at the forefront of industry discussions. They represent customer-centricity, efficiency and innovation for better employee and customer experience. To thrive in the Indian market, businesses must embrace these customer service phrases and integrate them into their service strategies. After all, speaking the language of the customer is the ultimate path to success.