For companies, this is a challenge. Even though companies are spending money on customer experience, it is getting harder to be available to customers all the time. Customer support teams can only handle so much, and customer questions keep increasing. If companies want to be available, it will cost them more money and be more complicated.

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The Day Is Busier Than the Numbers Show

Every service business encounters a familiar scenario. Teams log in, and within a short time, the calls begin to pour in, leading to a gradual sense of falling behind. This feeling does not arise from a lack of effort or capability, but rather from the multitude of routine requests that consume every available moment. These requests typically include bookings, rescheduling, status inquiries, and repetitive questions that must be addressed time and again. At the end of the workday, the metrics may appear satisfactory, showcasing calls answered, queues cleared, and tickets closed. However, these figures do not account for the numerous tasks that remain unfulfilled. The proposal that has been deferred until tomorrow, the follow-up that was sent out late, and the customer conversation requiring genuine attention that became rushed due to the anticipation of the next call—all these overlooked elements contribute significantly to the hidden costs of manual call handling.

For instance, in the healthcare sector, a study by the Healthcare Information and Management Systems Society (HIMSS) revealed that nearly 30% of patient calls go unanswered due to overwhelming call volumes. This not only leads to frustrated patients but also results in delayed appointments and potential revenue loss for healthcare providers. The implications of a missed call extend far beyond the immediate loss of conversation. It can translate into a lost booking, a delayed payment, or a customer who silently chooses to disengage without expressing their dissatisfaction. Many customers do not take the time to call back; instead, they simply move on, often without any indication that they were dissatisfied. This phenomenon constitutes the hidden cost of a system that was never designed to accommodate the need for breathing room.

Customers Notice More Than We Realise

Customers are acutely aware of their experiences, even if they do not vocalize their concerns about minor issues. They do not typically reach out to complain about hold times or express their perception that someone sounded overwhelmed. Instead, they quietly adjust their expectations or begin to seek alternatives. What customers truly remember is the ease with which they can resolve their issues. A call that is answered promptly, understood accurately, and resolved in a single interaction creates a positive impression, regardless of the individual handling it. Conversely, an unanswered call late in the evening leaves a distinctly negative impression that lingers long after the interaction.

Take, for example, the telecommunications industry. Companies like Verizon have invested significantly in improving their customer service response times. By analyzing call data, they found that customers who had their issues resolved on the first call were 50% more likely to remain loyal. The quality of service offered is not solely determined by the tangible deliverables. It also hinges on the accessibility and responsiveness of that service. The individuals tasked with managing calls in a service business are often among the most skilled and knowledgeable members of the team, possessing an intimate understanding of the customers, systems, and intricate details that keep operations running smoothly. However, a significant portion of their time is consumed by routine interactions that follow an identical script repeatedly. This situation does not reflect their inherent value; rather, it highlights a systemic issue that has not adapted to leverage their full potential. When routine calls are handled through automated means, these capable individuals are afforded the opportunity to concentrate on more complex inquiries, nurture important relationships, and engage in situations requiring nuanced judgment.

The Team Deserves Better Work Too

This change not only enhances operational efficiency but also enriches the work experience for employees. A prominent example of this can be seen in the hospitality industry, where hotels have begun to utilize automated systems for handling reservation inquiries. By implementing AI-driven solutions, hotel staff can focus on guest experiences rather than being bogged down by routine questions. The introduction of automated systems to handle routine calls—such as scheduling appointments, rescheduling, responding to frequently asked questions, providing status updates, and sending payment reminders—frees up valuable time for the team and allows for meaningful engagement with customers. When it is necessary for a call to reach a human, that person can approach the conversation with a clear mind, unburdened by the weight of numerous routine interactions that preceded it. This results in a more focused and present interaction, ultimately leading to better outcomes.

AI Does Not Remove the Human Element. It Protects It.

Routine calls can be efficiently managed through automated systems. By leveraging technology, businesses can ensure that routine tasks are handled seamlessly, allowing human agents to engage with customers in more meaningful ways. For example, a company like 1-800-Flowers has integrated AI to manage simple customer inquiries, enabling their representatives to dedicate more time to complex orders and personalized customer service. This shift not only improves efficiency but also makes the work more meaningful for the people doing it.

There exists a vision for every service business in which no call goes unanswered. In this ideal scenario, a customer reaching out during a busy afternoon or a tranquil Sunday evening receives a consistent and reliable response. The team is not stretched thin, enabling every interaction, whether routine or complex, to receive the attention it warrants. Achieving this vision is not an unattainable goal; it simply requires a fundamental rethinking of how routine tasks are managed.

A Business That Is Always Reachable

Businesses that embrace automated voice technology are not seeking to cut corners or diminish the role of their staff. Instead, they are committed to delivering superior service, scaling their operations without friction, and providing their teams with the space necessary to excel in their roles. The telephone has always served as a vital link between businesses and the people they serve. The integration of automation ensures that this connection is always maintained without unnecessary delays. Companies like Domino’s Pizza have successfully implemented AI systems to handle order placements, allowing human employees to focus on ensuring quality and customer satisfaction. This not only streamlines operations but also enhances the overall customer experience, illustrating that the future of service businesses lies in better leveraging technology to support human interaction rather than replacing it.

In conclusion, the hidden costs of manual call handling can be substantial, affecting both service quality and employee satisfaction. By recognizing the inefficiencies in current systems and embracing innovative solutions, service businesses can transform their operations, ensuring that every call, whether routine or complex, receives the attention it deserves. This shift is not merely about reducing call volumes; it is about enhancing the quality of service and the work experience for everyone involved, ultimately leading to greater customer loyalty and business success.

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This Women’s Day, Sandhata took a bold step away from tradition. In a resounding departure from convention this Women’s Day, Sandhata embarked on a trailblazing journey, led by the organization itself in honour of its remarkable women employees.

Sandhata chose purposeful action to empower women far beyond the realms of the workplace.  Recognizing the evolving ethos of this significant day, Sandhata’s leadership redirected resources towards carefully selected charitable endeavours.

This decisive move underscored the organization’s unwavering commitment to championing causes that resonate with its values and drive tangible, meaningful change. The unveiling of Sandhata’s partnership with a specific organization soon followed, serving as a testament to the company’s steadfast dedication to advancing the lives of women beyond the confines of its walls.

It became a celebration of collective strength and a stirring call to action, inviting all to contemplate the transformative potential of purpose-driven support.

Beyond the Walls: Extending Our Impact

In a transformative stride echoing Sandhata’s ethos of purpose-driven action and community empowerment, Sandhata planned to bolster impactful women’s charities in both India and the UK. This strategic decision, made in homage to Sandhata’s exceptional Women of Sandhata (WOS), marks a pivotal leap towards amplifying the organization’s impact beyond organizational boundaries.

Inspired by the resilience and dedication of Sandhata’s women, several representatives took proactive measures to identify deserving charitable causes. Among them, the Indian Chennai Charity emerged as a beacon of hope, dedicated to uplifting and empowering women in the Chennai community, at Children’s Home of Hope. 

As part of the organization’s commitment to effecting tangible change, these representatives embarked on a visit to witness firsthand the transformative impact of the organization’s initiatives.

The visit provided a poignant insight into the lives of women whose stories of resilience and triumph over adversity serve as a testament to the power of collective support and opportunity. It was a stark reminder of the profound impact achievable through collaboration and purposeful action.

This gesture epitomizes Sandhata’s core values of compassion, empowerment, and community
engagement. By investing in initiatives that empower women and foster positive change, the
organization not only honors the remarkable contributions of its women employees but also
reaffirms its commitment to creating a more equitable and inclusive society, locally and globally.

Beyond Borders: A Global Commitment

In addition to Sandhata’s endeavors in India, its UK team made a substantial contribution to the
empowerment of women to the Wonder Foundation UK, an organization dedicated to supporting
women and girls through education and training programs. This gesture underscores Sandhata’s dedication to effecting change on a global scale, ensuring that women everywhere have the opportunity to thrive and succeed.

Through these concerted efforts, Sandhata aims to extend its support beyond its immediate community and contribute to the empowerment and well-being of those in need. As an organization that values its women employees, Sandhata believes in uplifting others and creating a positive impact wherever it can.

This Women’s Day, Sandhata celebrated the spirit of giving and compassion that binds its community together.

The Sandhata Experience: Amplifying Empowerment:

We’re thrilled to highlight the experiences of Sandhata’s India (Chennai,Pune,Hyderabad,Bangalore)& UK employees who participated in the chosen charity events:

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In this 3-day event in Guildford, UK  we encouraged and inspired our people to embrace eco-friendly lifestyles while focusing on the importance of human values and quality of life.

People of all ages, from young children to adults, participated in a rejuvenating event surrounded by the beautiful woods of Guildford. The Manavata volunteers provided healthy and nutritious food with love and care.

Manavata planned and executed a diverse range of activities for this retreat, ensuring a dynamic and memorable experience for all participants.

We embarked on an unforgettable journey and escaped the hustle and bustle of technology with our Day One trekking and nature walk.  The children connected with nature and learned the value of their beloved ancestors and parents. We immersed ourselves in the enlightening Pada Puja ritual and received blessings from our loved ones.

We wrapped up the day by indulging in group meditation and rediscovering inner harmony.

Women Of Sandhata At Manavata  Event

Joining the event, the Women of Sandhata (WOS) team seized an invaluable opportunity to connect with individuals who share their vision for a brighter, more inclusive society.

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