Sep. 21st
2012 – Kuwait
Project profile
THE
EFFICIENCY IN CALL CENTER – KUWAIT’s INDUSTRIES
Prepared by
EXCPR™ co. for Studies – Consultancies – Training – Business Management
As per the latest theories in the business
efficiency for the Call Center subject, it says that “ to know if
your organization is doing well in the Call Center, then you should answer more
than 80% of your total customer’s calls within the first 20 seconds..”.
For such subject and to implement the same theory in Kuwait’s industries,
EXCPR™ company – one of Kuwait’s entrepreneur - take the initiative to apply
the same in the market.
As a result, EXCPR™ study said, the
average waiting time for calling companies – via the Call Center department –
is evaluated to be around 36.8 seconds for each call. Additionally this project
is distributing the individual companies into some different sectors – as per
there similar activities. Thus, the results shows that the fastest business
sector – in Kuwait- for answer the customer call is the Automobile local
agents ( eg. FORD, LEXUS, BMW, …etc), by let its customer wait for only 9.7
seconds per call. From another hand, the project –is also- present the inefficient
respond – from the companies - by not answer its customer call, the same is
calculated to be around 22.9% of the total call ( no answering within the 120
seconds!!). Finally, the companies Call Center in the State of Kuwait can be evaluated
and positioned in the medium level, which need some improvement and development,
since only 57% of the total companies in Kuwait are working in high efficient –
in their Call Center department.
In this regard, Mr. Nayef A. Bastaki
the founder and Managing Director of EXCPR™ said, such project’s results are
important to the private sector companies in Kuwait, who are looking to
continuo improve its situation in the market. Additionally, such project will
end up with three main results, the first one, it will indicate the customer
volume and its traffic for each evaluated company. Second, it will present the
company’s product image – as per the customer point of view, and how customer
are satisfying with the product. Third, it will evaluate the efficiency for the
Call Center department – Customer Service - in each company.
Accordingly, this project is
targeting the companies which are located in the State of Kuwait. At the same
time, this project is include more than 35 companies of the big and leading one,
such as National Bank of Kuwait- NBK, Zain, Mercedes –Benz, Royal Hayat
Hospital, Lufthansa airlines, Quality Net, … etc. Furthermore, the total
collected data for such project is calculated to be around 400 results , which
was gathered in a professional and distributed way.
From another point of view, customers
are looking to answer their call soon, and they don’t want to wait in line for
longer period. For such scenario, companies should provide their mega efforts
to continue improve such division and apply its customer pleasure. Thus, the
companies can improve their situation either by increasing the number of staff
working in the Call Center division, invest more in the marketing and
advertisement, and improving the worker efficiency and knowledgeable. The same
quick win subjects are illustrated in the below figure.
AVERAGE WAITNG TIME IN CALL CENTER
One of the main objective of this
project is to evaluate the mean waiting time – while customers are calling the
companies Call Center. The result indicate that the average waiting time is around
36.8 seconds for each call – see the below figure. From another hand,
there wasn’t any direct relation between the waiting time in Call Center and
the day of call. While there is some relation between the waiting time and the
time of call per day. The results shows that during the mid-day (from 10:30 AM
to 11:30 AM), the waiting time will drop to minimum.
AVERAGE WAITING TIME IN EACH BUSINESS SECTOR
The best business sector – in the
State of Kuwait – for faster response in their customer calls, is for the Automobiles
local agent companies by 9.7 seconds. While the most worst one is for the
airlines agents, by waiting more than 40.8 seconds!!.
ENTREPRENEUR AND LEADING COMPANIES
While, the best and high efficient
companies – in the State of Kuwait- for
each business sector are analyzed and evaluated to be as following,
Finally, more details and data are
available in the same full project report version, which can be present and
discussed with the concern customer -companies.
About EXCPR™
EXCPR™
is a consultant and business management company, which was established in
Kuwait in 2011 by its founder and MD Mr. Nayef A. Bastaki. The company is
aiming to support it customer – the private organization- by providing the
necessary management activities to maximize their profit margin and keep them
works at high efficient. The same tools and devices can be provided by some Studies,
Consultancies, Training, and Business Management
Nayef A. Bastaki
EXCPR™ founder and MD
Contact EXCPR™ Co.
Study – Consultancy – Training - Business Management
+965 600-excpr (600-39277)
P.O. Box, 3378 Meshref 40183 Kuwait
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