‘Customer is the undisputed king.’ Nobody can deny this fact. The moment you hit the market (as a seller), you think of impressing the customer/consumer. Also, there is a lot more to marketing than just buying and selling a bunch of random goods and/or services. All those who have been in the marketing setup for a considerable amount of time will be well aware of the fact that customer experience has a major role to play in impressing a customer. Provide them with an experience that is hard to forget and they will not forget your company for the rest of their life.
Efficient customer management comes into the scheme of things when customer experience is kept at the heart of all operations. Have a look at any prominent BPO in South Africa (or elsewhere in the world as well) and you will realise that all of the BPO centres revolve around a specific idea. Call drops are the highest in the countries where the BPO employees fail to provide their customers with fruitful solutions to the problems they are facing in their daily life.
Here is how customer experience can be enhanced in a BPO centre:
It’s About Providing Effective and Efficient Solutions:
Call centres are all about providing people and customers with solutions that inspire. These establishments provide the audience with solutions that help them lead a better life in the long run. Also, it is important to know that a generalized solution won’t end up helping all of your customers and consumers. Well, that is because the needs and requirements of different consumers happen to be different. If you are a newbie who wishes to learn more about customer experience, then work towards providing different (customized) solutions to each of the callers/customers. There are some who might complain about your product and/or service. Also, there are those who want to know more about the product/service they have bought.
Don’t Put Calls on Hold for Too Long
Customer management is an art. Not everybody has the power and patience to look after a bunch of iffy customers. All those who have been working in the call centre industry (BPO) for a long time would be aware of the fact that keeping the customer’s call on hold for too long is likely to give rise to call drops. A customer will not think twice before disconnecting the call if he/she thinks that his problems and/or issues are not being heard by the call centre executive. So, the key is to stay with the customer throughout his/her grievance redressal journey.
Listening Patiently is Equally Important
Patience is not just a virtue, but also a skill. Listening to your customer/complainant patiently will go a long way in helping you understand the needs and requirements of your complainant. Also, it is important to listen to your customer. Speak only when it is required because it is important you to understand the problem that your complainant/customer is experiencing. The key is to make short and crisp pointers that will help you understand the situation in a better way. BPO service providers all over the world need to keep this pointer in mind.
Provide Them with Something of Value
Yes. Value is the buzzword. Take this for an example: if you receive a call from a customer. Talk to him/her about the discrepancies. Also, it is important to add value to the conversation you are having with the customer. As stated earlier, it is important to provide your customer with a reliable solution/idea that is good enough to put his present set of woes and worries to rest. It’s about having a meaningful conversation with the customer that helps him understand the service/product in a better way than usual. To top it all, it is all about customer experience.
Personalisation is the Keyword
Yes. Personalisation is the keyword that will help enhance the customer’s experience. As stated earlier, the idea is to provide the customer with the solution he/she wants. So, it can be said that a single (generalized) solution is not sufficient to make every customer happy. Having customized solutions that can fulfill a wide range of issues is the way to go. Also, refrain from sending a bunch of computer-generated emails in the name of ‘customer complaint redressal’. So, keep this point in mind the next time you hold a discussion with a customer/consumer.
ISON Xperiences is one of the best BPO service providers in various countries across the globe, including India, Kenya and South Africa. All those who wish to explore the next level of customer satisfaction and engagement should get in touch with the executives of ISON Xperiences right at this moment. The best call centre technologies happen to be a striking feature of this BPO company.
