There is no perfect way to define customer service. It is highly subjective. Take this for an example: if a caller is able to get a problem to his solution, then he will consider the service as good. However, people might need additional support in the future. Not all problems get sorted in one go. Therefore, a BPO call centre executive has to be very particular and precise whilst interacting with a customer.
There are times when a customer might need a BPO customer service executive’s help recurrently if he/she is using a product or service for the first time. Similarly, if there is a technical query (or issue) that needs to be sorted, then a customer service executive will be required to rope in a product expert as well.
However, the meaning of ‘good’ BPO service is different for different people. Here is what good BPO service means:
Understanding Customer Problems
The idea is always to understand key customer problems. If you are a good BPO call centre executive, then you need to listen to what the customer has to say. There are customers who want to make themselves heard. It is here that a customer service executive’s real skill is put to the test. A customer care executive has to listen to what the customer has to say. There are several callers and customers who want to open up to the customer care executive in order to get their problems sorted. Therefore, it is important for the BPO call centre executive to listen to what the caller/customer has to say.
Exploring Ways to Solve Those Problems
The key is to solve the problems of the customers in order to plant a smile on their faces. No matter how small or big the problem is, a business process outsourcer should always look for ways to put a caller/customer’s problems to rest. Also, it is very important for the call centre agent to listen to the customer’s problems because only then will he be able to understand them (and solve them).
Making Follow-Up Calls to Improve Customer Satisfaction
Making follow-up calls is important because not every problem gets sorted and solved in one go. All those who want to create an everlasting impression in the mind of the customer need to make follow-up calls. In this way, the customer will realise that the company cares for him (and his needs). This is where a call centre executive’s ability comes into the picture. Follow-up calls are not meant to pester the customer, but to help him lead a better life.
Take Customer Feedback Very Seriously
The idea to take customer feedback seriously is fairly simple. Business process outsourcers of all kinds would be well aware of the fact that customer feedback forms the heart and soul of any BPO call centre. The customer feedback has to be taken seriously because it is the customer that you are serving. You need to take good care of your customers and callers if you want them to return to you in order to get their problems and queries sorted in the future.
Ison Xperiences is one of the best BPO call centres in Africa. It is also making inroads into the Indian market. All those who want to understand the true meaning of customer service and satisfaction need to check this international call centre out without wasting time. It is one of the best Business Process Outsourcers that you will ever get to see and collaborate with.
