Why is ‘Personalisation’ the Key to Success for BPO

 Personalization is the key if you want to make a difference in a world governed by cut-throat competition. Most of the outsourced call centres in Kenya and South Africa are well aware of the fact that ‘personalisation’ is the key if you wish to leave a never-ending impression in the minds of your customer/complainant. Countless customer care executives get in touch with business process outsourcers to work towards customer management and satisfaction. 

However, not every call centre executive is able to reach his/her full potential. In most cases, the element of personalization is missing. Here is an example: bombarding your customers and complainants with a bunch of computer-generated emails and messages is not a good idea at all if you are planning to provide him/her with a rich and memorable calling experience. 

Here is why personalization is the key to success:

Different People Have Different Requirements

Yes. It goes without saying that different people have different requirements. No two people are expected to have identical requirements. This is exactly where outsourced call centres in South Africa and Kenya are expected to barge into the picture. There are people who want to get their products (electronics) repaired. Also, you will find people who would want to know more about the product and/or service they have just bought. This is exactly where a call centre executive will start making inroads into your life. 

Computer-Generated Messages Do Little Good

It certainly won’t be difficult to understand that computer-generated messages do little good if the idea is to create a never-ending relationship with the client/customer/complainant. What a complainant/customer looks for is a rich and vibrant conversation that helps him/her to keep all of his problems and issues pertaining to the product and/or service at bay. An experienced business process outsourcer is able to understand that nothing can beat the richness (and usefulness) that is brought along by human communication/interaction. 

The Presence of the Personal Touch is Important

Personal touch is of utmost importance if you are planning to leave an everlasting impression in the mind of your customer/complainant. The idea is not to argue with the customer. In all fairness, a business process outsourcer’s job is to hold a fruitful conversation with the customer. In this way, the customer will be able to get all of his/her problems solved. The number of questions in the complainant’s mind is not important. The key is to get them solved easily and conveniently. Almost all of the BPO companies in Kenya (and in other parts of the world) are working day-in and day out to provide the customers with a rich and useful calling experience. 

Ison Xperiences is one of the best BPO companies in South Africa. Also, the company has a strong hold over the Indian market as well. Ison works across a wide range of industries and verticals, such as power, energy, entertainment, telecommunication, etc. Get in touch with them right at this moment if you wish to experience quality and customer satisafaction of the highest order. 

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