Complaints are the school books from which we learn. We as a company firmly believe in it. We have dedicated Care Department to handle all the complaints. The major modes of receiving the complaints are:
- Phone calls
All the complaints received from these modes are registered in complaint management that is a centralized database of all these complaints.
All the complaints registered are issued a unique Complaint No. that is issued to the complainant for further follow up. A commitment date is provided to the complainant by which the complaint is anticipated to be solved. In case of any revision in dates due to some unforeseen circumstances the complainant is provided the revised date. The priority of these complaints is set by the Head of the Department based on the severity of issue.
Communication is the backbone of any organization. In business, reputation and credibility need to be built up in order to get clients’ trust and confidence. Having a sense of professionalism brings a lot to the business, especially in a long term relationship with employees and clients. Business communication encompasses not only communicating with external contacts but also with employees within the organization. This will aid the business in being well-organized and every matter whether it is a problem, an inquiry or a sales letter will be attended to properly and promptly. The main modes of communication used for Communicating with Clients and customers are mentioned below:
- Call Center
- Team Viewer/Hangouts
- Face to face interaction
- Video Conferencing
In order to ensure smooth flow of information a dedicated call center has been set up at the Head Office. The Call Center has got 30 direct lines with a dedicated call center executive for each department. An interactive exchange has been installed to manage the flow of call within the organization. All the queries and complaints are handled by the concerned department to ensure proper resolution of complaint. The calls are monitored by the senior officers on regular basis to keep a check on the call handling skills and feedback is provided from time to time for further improvement of quality. An outbound call system is also available in each department that is used to disseminate important information to the Business Associates. Some of the important features of the call center are listed below:
- Dedicated Call Center
- 10 lines
- Query Handling
- Processes & guidance
- Dissemination of Information
Emails are the most widely used mode of communication in our office. The major benefits of email as a mode of communication are:
- Can share huge database
- Can provide detailed step by step instructions
- Cost effective
- Overcomes the language barrier
- Can be standardized
- Can be used saved a record for future reference
Keeping these benefits in mind emails are used as a major mode of communication for sharing all integral information. Many emailing techniques like mail merge are used to send same emails multiple users at the same time. Standardized circulars designed in a professional manner are used for communicating all the important information. All the departments have their separate official email addresses that are used for sending and receiving emails. All associates are invited to send their queries and complaints at designated email address for prompt resolution. All incoming emails are regularly checked and promptly answered. All the complaints raised via emails are registered in the complaint management system for further processing.
All incoming and outgoing emails are monitored by the senior officers on regular basis to keep a check on the query handling skills & complaint resolution processed and timely feedback is shared for further enhancement of quality.
Letters are the oldest mode of communication for all kind of business set ups. Even in today’s tech savvy world letters play their own vital role as mode of business communication. Letter writing helps put something concrete in hand that helps one iron out a position or reinforce something we may have talked about. Even after you personally meet and talk to them, it is most appropriate to follow up with a letter.
Letters are one of the widely used communication system in our organization. Whenever important or concrete information has to be shared a formal letter is sent. To keep a check on all the letters sent from our office a centralized database is maintained and a unique reference number is allotted to each letter.
The mobile channel is fast becoming an important component of business communications strategies worldwide. SMS or text messaging is an effective tool for business communications because of its simplicity, ease of use and reach. SMS is available on virtually all mobile phones and over all mobile networks with a reach of 5 billion phones worldwide, making it the world’s most pervasive communications technology.
In our organization sms is being used as supporting mode of communication. We have an official account on way to sms that is used to send bulk sms to associates. SMS is sent as a reminder for all the important dates and deadlines. We have observed that this mode is especially useful where an immediate action is required.
Team Viewer connects to any PC or server around the world within a few seconds. You can remote control your partner’s PC as if you were sitting right in front of it.
All we have to do is start a small application, which does not even require installation or administrative rights. This software is installed on all the PCs of our associates and is used for trouble shooting and technical support related to ERP. This helps us to overcome the physical distance and connects us virtually to the client.
Google Hangouts commonly know has Hangouts is an instant messenger that is used in our office to maintain communication system with the business associates. All the associates in the network are added in contact list of the Zonal Heads and they can chat with them anytime for any official purpose. This has also helped us build good rapport.
Face to Face Interaction
In this computerized age, we may wonder why we should improve our interpersonal communication but actually all other mode of communication can’t eliminate the need of personal interaction as this mode gives us an opportunity to add a personal touch to our communication. In order to build good rapport with our associates we follow the following system to ensure timely face to face interaction:
- Routine visits by Regional Executives
- Conducting business meet at Head Office
Automated Accounts Management System
We have fully computerized system for management of accounts of our organization. The accounts of all the Business Associates & Vendors is maintained through this software. The salient features of the software are mentioned below:
- Fully Computerized processing of the data
- Automatic Report generation of invoices, cheques & statement of account
- Quarterly Statements to Learning Centers
The screen shot of the main screen of the software is placed below:
The main objective of file management system in our office is keeping the right information in an organized manner where you can easily find it when you need it. All the files of the current year are kept in the file drawers/file stands within the department for ready reference. For managing the files of previous years we have a dedicated area in the office where the files are securely placed in the stackers. All the files are issued a unique file number that are maintained in a centralized database with the basic details of what all is included in the file. The files are issued as per the request and are re-stacked at the same place after its returned back by the concerned person.