{"id":5734,"date":"2023-12-20T11:28:04","date_gmt":"2023-12-20T11:28:04","guid":{"rendered":"https:\/\/tst-blog.myenterprise.in\/?p=5734"},"modified":"2025-01-14T09:02:52","modified_gmt":"2025-01-14T09:02:52","slug":"what-is-qrc-query-request-complaint-in-customer-experience-cx-customer-service-language","status":"publish","type":"post","link":"https:\/\/www.bhea.com\/blog\/what-is-qrc-query-request-complaint-in-customer-experience-cx-customer-service-language\/","title":{"rendered":"What is QRC (Query \u2013 Request \u2013 Complaint) in Customer Experience (CX) \/ Customer Service Language?"},"content":{"rendered":"\n

Definition of QRC<\/h2>\n\n\n\n

QRC stands for Query Request Complaint. It is a mechanism used to categorize incoming customer interaction into these 3 different categories.<\/p>\n\n\n\n

Any brand or company can organize their incoming customer interactions into QRC, but it is predominantly used in BFSI sector companies like Banks, Insurance Companies, Loan Companies etc. The reason being these companies are predominantly B2C and contain millions of customers. When you categorize and capture large incoming customer interactions as QRC, guided, data-driven business decisions can be taken for better customer experience.<\/p>\n\n\n\n

Customer Satisfaction vs Customer Experience<\/span><\/h2>\n\n\n\n

There is a subtle difference between customer satisfaction and customer experience. <\/p>\n\n\n\n

Customer Satisfaction <\/span><\/h3>\n\n\n\n

Whenever a customer buys a product or service, if the product or service is delivered on time with the quality that is expected, a customer will be satisfied.<\/p>\n\n\n\n

\"Satisfied<\/figure>
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For example, an insurance company sells a policy to a customer and the customer gets into a situation where he has to apply for a claim and get the insured money. <\/p>\n\n<\/div><\/div>\n\n\n\n

So if the customer gets the insured claim money within a reasonable time and the expected value of the policy, then the customer experiences customer satisfaction.<\/p>\n\n\n\n

If the claim is supposed to be delivered in a month and is delivered after 3 months, the customer will experience dissatisfaction. In case, if the customer is expecting a full claim amount, but for some reason, the insurance company approves only 70% of the claim amount, he experiences dissatisfaction.<\/p>\n\n\n\n

Customer Experience<\/span><\/h3>\n\n\n\n

Customer experience covers the complete journey of the customer from product\/service evaluation, purchase, payment, delivery and post-delivery support until the end of the product\/service usage. This includes more departments than the customer satisfaction department. It involves the sales department, purchase department, sales, delivery department, product or service installation department, and customer support department.<\/p>\n\n\n\n

In any business, there are many stages in the customer journey experience: <\/strong><\/p>\n\n\n\n

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  1. Product \/ Service Pre Sales Experience<\/li>\n\n\n\n
  2. Product \/ Service Sales Experience<\/li>\n\n\n\n
  3. Product \/ Service Acquisition Experience<\/li>\n\n\n\n
  4. Product \/ Service Usage Experience<\/li>\n\n\n\n
  5. Product \/ Service Renewal \/ Continued Support Experience<\/li>\n\n\n\n
  6. Product \/ Service Decommission Experience<\/li>\n<\/ol>\n\n\n\n
    \"Timely<\/figure>
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    Typically, when you are planning to purchase or before purchasing, there will be a lot of questions\/queries on the product and services. During the acquisition time, you will have a lot of requests on enabling it and changing it to be adaptable to the customer.<\/p>\n\n<\/div><\/div>\n\n\n\n

    Once you start using the product or service, there may be a lot of complaints and bad experiences.<\/p>\n\n\n\n

    Most of the time companies and brands will be concentrating more on complaints to improve customer satisfaction rather than addressing Queries and Requests. Generally, the customer journey from pre-sales to customer support is not tracked and analyzed.<\/p>\n\n\n\n

    Inbound \/ Outbound customer interaction from the prospecting stage to service stage may come from email, telephone, letters, a self-service portal, live chat, chat-bots, and walk-ins, etc. So that request reaches the concerned team quickly.<\/p>\n\n\n\n

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    QRC Management<\/strong><\/span><\/h2>\n\n\n\n

    The basic element of QRC Management is about capturing all the inbound and outbound communication at one place like a CRM \u2013 Customer Relationship Management.  QRC Management is all about labeling the communication as one of these three Query, Request or Complaint and then handling it with monitored Turn-Around Times or TATs.<\/p>\n\n\n\n

    Once communication is categorized, identify the right team\/department to address and allocate the request to them. From the time it is assigned to the department, measure the quality and time taken for a completed response. <\/p>\n\n\n\n

    Define a Turn Around Time (TAT) for all the three types of inbound\/outbound communication and monitor them through daily, weekly and monthly reports. The quality of response can be improved by template emails for intimations, reminders, and escalations.<\/p>\n\n\n\n

    Intimations are typically for customers as well as to the allocated departments. Whereas reminders and escalations help the management to closely monitor the Turn Around Times.<\/p>\n\n\n\n

    QRC in Insurance Sector<\/strong><\/span><\/h2>\n\n\n\n

    In the insurance sector, the whole customer experience revolves around the following :<\/strong><\/p>\n\n\n\n

      \n
    1. Insurance Policy Evaluation \/ Suggestion Process<\/li>\n\n\n\n
    2. Policy Premium Calculation<\/li>\n\n\n\n
    3. Policy Purchase and Payment Process<\/li>\n\n\n\n
    4. Policy Issuance Process<\/li>\n\n\n\n
    5. Policy Amendment  \/ Change or Policy Endorsement Process<\/li>\n\n\n\n
    6. Policy Renewal Process <\/li>\n\n\n\n
    7. Policy Claim Process<\/li>\n<\/ol>\n\n\n\n
      \"Streamline<\/figure>
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      If you look at these companies, they can set their customer experience standards across the 7 different steps that we can call the Customer Journey. However, customer satisfaction comes only when you approve the claim and deliver the claimed money.<\/p>\n\n<\/div><\/div>\n\n\n\n

      Queries<\/span><\/h2>\n\n\n\n

      A Query is a question raised related to Policy, Policy Endorsement, Policy Cancellation, Policy Renewal or Claim, etc. that a customer asks in a Chabot or Email or Call. All these kinds of questions can be captured as a query in CRM.<\/p>\n\n\n\n