Personal touch has been the keyword in the world of business process outsourcing for quite a while. All those who have been in this business for a considerable amount of time would be well aware of the fact that despite the ever-growing importance of AI (Artificial Intelligence) in the BPO sector, the significance of personal touch cannot be taken out of the picture.
All those who have worked for a BPO call centre in the past will be well aware that no business can thrive if you rob it of the personal touch. There are several businesses that make this mistake of taking the personal touch out of the picture. Consequently, they fail to establish a connect with the masses.
Here is why personal touch is important:
You Are Dealing with Humans
Yes. You are dealing with humans while you are working as a BPO service provider. Therefore, you need to establish a relationship (and mutual understanding) with people. Try to understand whatever they are saying. Emotions will help give rise to understanding. Also, humans want to make themselves heard. They want to talk (express themselves). That is why an element of personal touch is important. Simply put, humans don’t work on numbers, they work on emotions. Provide them with a rich customer experience and they will remember you for the rest of their lives.
Establishing an Emotional Connect With the Masses is Important
As stated earlier, a BPO call centre executive is not talking to machines but humans. Therefore, he needs to give rise to mutual understanding if he wants to understand what problems the customer is facing. There are times when you will have to follow up with the client/customer in order to get into his mind. A customer won’t open up to you right away. You have to make him trust you if you want him to open up to you. That is exactly where an element of personal touch will come into the scheme of things.
No Need to Overdo Things
You do not have to overdo things in order to establish a healthy personal connect with the masses. All those who want to establish a connection with the masses need to understand the customer’s problems. What is it that is bothering him? Can you solve it? Can someone else in the BPO department in your office solve his problems? Well, if the answer is yes, then do not leave any stone unturned to help the customer. A BPO service provider is required to be there for the customer/caller if he/she is in need of help or assistance.
Ison Xperiences is one of the best BPO call centres in the country. All those who have a liking for unmatched customer satisfaction can check this BPO service provider out. It is popular name in parts of Africa and is now making its presence felt in India as well. Get in touch with this BPO if you want to understand the true meaning of customer satisfaction and customer service.
