How can BPO Call Centres Encourage Customer Engagement?

Customer engagement begins when a caller calls the service centre (BPO call centre). What your consumer wants is the solution to the problem he happens to be facing. The BPO companies in South Africa are working with great sincerity in order to ensure customer engagement and satisfaction. All those who have worked for a BPO service provider would be well aware of the roles and responsibilities of a BPO executive.

A major part of a BPO call centre executive’s job revolves around providing customer engagement and satisfaction. Whenever a customer contacts a BPO call centre, he wants a solution to the problem that he has been facing. If the BPO executive is able to provide him with a solution, then the customer’s experience would be good or great. That is how straightforward it is.

Here is how the top call centres in South Africa are encouraging customer engagement:

Have Online Discussion Platforms in Place

There are several online discussion forums backed by some of the most reputed companies in the world. These online portals provide the customers with a chance to share their problems and issues. The customers can make themselves heard in a largely informal and friendly way if they choose to take the online route. Also, the customers planning to take this route will be able to get in touch with several other people who might be facing the same issue/problem. This is how customer engagement can be ensured.

Let Them Speak Up

Yes. The important part is to let the customers speak up. As a BPO call centre executive, you will need to listen to your customers because if he doesn’t describe his problem, you won’t be able to sort it out. Many of the best BPO companies in South Africa offer their calls and customers with an opportunity to describe their problems (elaborate). An efficient BPO call centre executive will always listen to what the customer/caller has to say. Do not start bombarding your customers with a bunch of random statements during the call.

Stay in Touch with Them

This part is really important. You need to stay in touch with your customer/consumer even after his/her problem is sorted. Get their phone numbers and feed them into the server. Stay in touch with them by sending them messages that deal with your latest incentives, products, services, etc. This exactly what some of the top top call centres in South Africa (and in other parts of the globe) have been undertaking in order to ensure customer satisfaction and engagement. You, too, can give it a try.

All of the top call centres in South Africa have been working endlessly to provide the customers with the best after-sales services. Ison Xperiences is one of the top call centres in Africa and India. This company works across a wide set of disciplines and verticals, right from power to media and everything in between.