Customer Service Means Total Client Care.

Customer Service Means Total Client Care.
In a modern marketplace brimming with competition and no end of purchasing options, the smart investor needs to know that his telecommunications needs are backed by a complete customer service dedication that encompasses more than a remotely located help desk. AT Electronic and Communication International Ltd. is dedicated to providing global clients with the confidence of a business model built on the concepts of an established worldwide dealer network, extensive personnel training, fast delivery, and on-site support.

Military and industrial operations depend on telecommunications equipment for survival in the field and for profitable operation. Every hour’s delay between order of new or replacement equipment and the delivery of that equipment can exact a cost in profits, materials, consumables, or even lives. AT Electronic and Communication International Ltd. understands the immediacy of the need for radio and satellite communications equipment, and for the handling of data in the field or at base. Fast delivery is one of the core concepts in their business model, getting communications equipment into the hands of the client as soon as possible. This ability is supported by the worldwide network of distributors and supplier that make global communication possible, built on established relationships and proven capabilities. Unnecessary waiting is unacceptable.

On-site support and an extensive personnel training program go hand in hand, forming the basis for reliable operation and installation of telecommunications equipment in the field. Since AT Electronic and Communication International Ltd. not only distributes, but also manufactures their own telecommunications products, the client is assured of professional technicians completely familiar with their own equipment. By effectively passing on that information, the technicians provide the client with trained personnel who are constantly available to operate and maintain expensive telecommunications equipment in the field or at base. By providing these trained personnel with the additional support of professional technicians and other on-site services, the client receives security in the continued operation of their equipment and a measure of protection for their investment.

The key to the this model of total client care customer service lies in the global network of dealers and distributors that AT Electronic and Communication International Ltd. has established during their years of operation. By tapping into the local sources of equipment, logistics, and information, they can reliably draw upon professional personnel and standardized equipment from anywhere in the world. By vetting these contacts for established capabilities and discretion, they are assured of competent and secure cooperation able to mobilized quickly in response to a client’s needs. Their global network is constantly evolving and changing in anticipation of the world wide climate and the changing needs of the client base.

AT Electronic and Communication International Ltd. takes customer service seriously. Their approach is a proven and reliable method that not only supports clients during unanticipated contingencies, but proactively anticipates the flexible needs of the client base in order to prevent loss of communications time and data. Constant training and continuing education are the hallmarks of the professional technicians tasked with maintaining on-site support and client personnel training. The global network of dealers and suppliers moves to provide clients with the fastest possible delivery and a reliable communications chain.

AT Electronic and Communication International Ltd is a global wholesale distributor and manufacturer of communication equipment. We carry satellite communications equipment, data communication equipment, radio communication equipment, wireless communication equipment, and more! Visit our website at at-communication.com/en/ and browse our huge selection of telecommunication equipment!

6 Steps to Nirvana in Customer Care

6 Steps to Nirvana in Customer Care

A customer service agent’s job is not restricted to answering phone calls, like we all would like to believe, and neither is it
mechanical and boring as it is made to sound. Look at the tens of spreadsheets an agent toggles between to give you the
right answer, and you will realize how complicated and stressful the job can be.  
An agent has to maintain strict quality standards, handle huge call volumes, deal with irate callers and adhere to strict
deadlines – all of which are undoubtedly stressful. Combine this with the current economic scenario of lay-offs, cost-
cutting measures, and rising workloads, and clearly employee morale can hit an all-time low. But we at WNS recognize
how that can impact our client’s business and take many measures to keep our agents happy and inspire them to deliver
better customer service.
Here are a few areas we focus on and the initiatives we undertake toward achieving the same:
Employee Engagement: Front-line employees are ambassadors of an organization, and there should be continuous
efforts to keep them aligned with the business strategy. Customer service executives must understand that they are a part
of a bigger whole, and must constantly work towards that. It not only builds their self-esteem, but also makes them realize
how important their job is. At WNS, Town hall meetings are hosted by business leaders at regular intervals to brief
employees on new programs. Communication calendars are published every month to keep employees informed on all
company initiatives.  
Open Communication Channels: I have always believed in ‘tell them what they need to do, but also listen to what they
want to do’. The leadership team must focus on two-way and ongoing communication by inviting feedback and
suggestions, organizing informal dialogues and face-to-face meetings. WNS holds skip sessions and team meetings with
agents on the floor to get a feel of the employee morale and resolve any concerns with the team managers. Night-walks
are conducted by team leads / business leaders, to spend time on the floor with agents. We also aim to provide flexibility
with rosters to accommodate leave / shift requests, and have set in place secure grievance and complaint handling
processes.  
Recognition and Rewards: Recognition is an integral part of employee morale. Who would not want a pat on the back!
Progress made by individual employees should be awarded and appreciated publicly to retain talent and accelerate
performance.
Celebrate their achievements through formal channels, team meetings, bulletin board announcements, cash incentives
and awards. WNS initiatives such as Blooming Tree, weekly rewards on performance, the Kalpavriksha Recognition Tree
for agents who get appreciation calls, issue of Green Flags for handling calls effectively, continuous projection of
achievers, coffee with the leadership team for top performers are compelling initiatives to boosting agent morale.
Encouraging Innovation: We believe that some of our best business ideas have actually come from the floor! Our
Brainwave program encourages innovative ideas from all the employees in the organization. Our experience at WNS
shows us that this allows employees to have a sense of ownership. Always remember that the contact center staff
receives direct customer feedback on a regular basis and their insights can provide valuable ideas.
wns.com – Insights – Blogs – Customer Care Outsourcing  

Investing in Training and Development: Employees need to be constantly upskilled on best practices. This helps
increase their commitment to the organization as it chalks out a path for professional and personal growth. At WNS, we
ensure that at least 10-15 percent of the employees undergo training and development exercises. We conduct Manager
Marathons, where managers compete on parameters such as performance and other critical areas (attrition and
unplanned leaves). Senior agents are given additional roles and responsibilities in an effort to break the monotony of day-
to-day work.  
Organize Recreational Activities: We believe that a break from the usual day is always welcome. Talent hunts, theme
parties, team outings help in team building and make the work place interesting. At WNS, a ‘fun committee’ comprising
agents and the HR team come up with new and creative ways to unwind while at work. These include parties to celebrate
success or process milestones, parties around important festivals, summer getaways, dance competitions, spot quizzes
and various contests. An interesting concept we recently introduced was ‘Call the Parents’, wherein supervisors took time
out to call family members and speak to them about the great work being achieved by the agent.  
Having happy, involved and committed customer care agents has a direct correlation to improved customer service,
increased efficiency and revenue growth. There is undoubtedly a tangible impact that happy agents have on the customer
experience, and at WNS, we strongly believe that employee happiness creates the optimal customer experience

WNS Global Services is a leading global business process outsourcing company. Deep industry and business process knowledge, a partnership approach, comprehensive service offerings and a proven track record enables us to deliver business value to companies.