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What Makes a BPO Call Centre Efficient and Effective?

  A BPO needs to solve a customer’s problems in order to be effective (and efficient) in the long run. The problems of a BPO’s customers can be related to a product or service. Therefore, a BPO customer service executive needs to be prepared for all kinds of problems, right from the smallest of technical glitches in a product to an acute software malfunction. Also, customer experience has a major role to play in a BPO call centre setup. All those who want to know more about a newly-bought. Business process management (BPM) companies are well aware of the fact that customer experience is the fulcrum around which a BPO call centre setup tends to rotate.   Here are the various factors that make a BPO company effective and efficient: Taking Customer Feedback Seriously Taking customer feedback is really important if you are looking to make a name for yourself in the world of customer service. A customer’s feedback is of paramount importance in a BPO setup because it is the custom
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What do Call Centre Companies Need to do to Attract Customers & Callers?

Attracting customers to a BPO call centre happens to be a job easier said than done because not everybody thinks of call centre in a positive way. There are times when people tend to think that a business process management executive is there to pester them endlessly by making unnecessary calls. However, this is certainly not true. A BPO executive needs to change the way he/she approaches the caller/customer.   A business process outsourcing company needs to understand the customer’s perspective. It is important to understand the customer’s PoV because a BPO agent is here to solve a customer/caller’s problems. No matter how small or big the problem is: a BPO executive should always be there to solve the customer’s problems. Here is what a call centre company needs to do in order to attract a customer/caller:   Talk to Them Talk to your customers and listen to them carefully. Keep track of the intricate details that they share with you. In this way, you will be able to gain d
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What is Defined as ‘Good’ Customer Experience?

Customer experiences are all about providing the customer with what he wants, i.e. a solution to his problem. There can be several problems that a customer might be facing whilst using a product or service for the first time. Therefore, it is important for the BPO service providers to listen to the customers’ queries and problems if they want to provide him with a genuine solution to his/her issues.   Approach a well-known cif you are looking to get your issues sorted. Such companies revolve around a single belief, i.e. to provide the callers and customers with the best-in-class solutions to their problems. Also, no customer experience is good or bad. All of it depends upon the person’s (caller’s) requirements. However, here is how a good customer experience is defined inside the confines of a call centre: How Well Does a BPO Executive Solve a Problem? This happens to be the heart of the matter. If you are part of a BPM services company, then you will be well aware of the fact
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When Does a BPO Call Centre Become Successful?

BPO call centres have been gaining a lot of momentum in India in recent times. Several off-shore companies are also making their presence felt in India by setting up their call centres in India. BPO call centres across all verticals have been looking at innovative ways to become successful. However, not all of them are able to become successful. Numerous outsourced call centres in South Africa are successful because they keep their customer’s requirements at the heart of just about everything. Interestingly, a BPO call centre does not become successful when it is able to earn a lot of money. It becomes successful when it is able to provide a solution to the caller that helps him get rid of his present set of woes and worries (related to a product or service). Here’s when a call centre becomes successful: A call centre has to listen to what the customer has to say if it wants to become successful in the long run. It is of utmost importance for a call centre agent to understand t
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Why is Informal Communication the Best Way to Interact in BPO?

BPO are interesting business establishments. These establishments are known to provide the customers with the best-in-class solutions to their problems. Almost all of the customers face a wide set of problems when they start using a product for the first time. A BPO customer service agent needs to get in touch with a customer or caller if he wants to provide him with the best solution to his problems.   BPO companies in South Africa (and in other parts of the world) always look to go informal with the customers. The reason behind going informal with the customers is quite simple; you, as a BPO company, want your customers to open up to you. Here is why informal is the right way to go about the BPO business: Informal is Easy Informal ways of communication in a BPO allow the callers to feel at ease whilst interacting with a BPO call centre executive. Conversations are very important if you are looking to explore and the best ways of getting your problems and queries sorted. St
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