Customer Loyalty Program:

In the scenario of a BPO organization, the customer entity is divided into two components.

1. The companies whose products or services we’re trying to sell by the per-call system
2. The customers we’re trying to sell these products.

As both of these entities must be dealt with so as to get maximum loyalty and the guarantee of
further alliances, we must develop separately Customer-Loyalty programs for both of these
diverse Customers.

These Customer Loyalty Programs may include:

1. Better offers and assistance and a PERFORMANCE ANALYSIS Reports as well as feedback
forms for the customers whose products we’re offering.
2. To the customers to whom we sell these products and services, we must include
preferential treatments, customer satisfaction programs as well as feedback forms.
Customer loyalty program to the clients whose products we’re selling include:

Performance Analysis Reports:

Performance Analysis Report gives the information to the company regarding how many
Customers bought the product or service from the BPO service.
For this, we intend to use a web-based tool for evaluation by the name Grapevine.

Grapevine Evaluations is a web based software solution for performing employee

evaluations of any size, at any level. Whether it is a 360-degree feedback survey,
employee assessment or multi-rater feedback survey, Grapevine has a solution for every
evaluation need.

Cost of Grapevine Solution:

The grapevine solution costs $2500 (i.e. 110000 rupees approximately) which includes
the setup as well as the management cost and per client cost will be 50$ (i.e. 2200
rupees approximately)

 Feedback forms:
These don’t require any additional costs to be incurred. These are online feedback forms
that a customer can fill up or when the Customer gives his/her details at the time of
registering, his email address should be registered in a database and then a feedback
form can be sent to his email-id.
 Assistance Provider:
The assistance provider solution posts the queries/suggestions/problems that the
customers have regarding the Product or the service to the company collected during
the customer feedback.
Architecture:

sends feedback sends feedback

Assistance
customer query/ Provider
customer query/
Solution
suggestion/prob suggestion/prob

Company Customer

The diagram explains the working of assistance provider program. The assistance provider
solution asks for customers feedback and the customer sends their suggestions, problems and
queries to the assistance provider solution and the solution forwards these queries to the
related company as well as it sends feedback forms to that company.

Customer loyalty program for Customers to whom we’re selling the product/services:

As mentioned earlier for these customers we may have an online feedback system.

In addition we may also collect the data of those customers who genuinely buy
products/services advertised by a BPO. These customers can be given a preferential treatment
over the rest of the customers.

Thus, while a new product or a service is being advertised, these set of customers are targeted
first followed by all others. These customers should also be allowed to choose timings on which
they accept us to call.