Why Human Touch is Bigger Than Automation in a BPO Setup?

 There has always been a lot of talk around the significance of human touch in the world of customer service. Technology has been able to provide the Business Process Outsourcers with new ways to make the customers and callers smile. Here is an example: predictive analytics have made it possible for the BPO service providers to predict customer problems before they arise.

However, despite the presence of predictive analytics (and other forms of technology), it is the human touch that helps a BPO call centre to retain its customers in the long run. Embracing automation to leverage customer experience and satisfaction is important. However, it is the richness of human interactions that gives rise to a memorable customer experience.

Chat with your customer/caller and listen to him patiently. He will open up to you. Here is why human touch is bigger than automation.

A BPO Executive Deals with Humans

A BPO executive deals with humans, i.e. customers. Therefore, it is important to understand the customers. A BPO call centre executive needs to interact with the customers in order to get to the root cause of the problem. When a customer service executive holds a conversation with a customer, they both share ideas and opinions. It is the richness of human interactions that makes a conversation memorable. This emotional connect gets sidelined when an AI-powered automation tool is used to communicate with the masses.

A Customer Wants to Communicate and Interact

Yes. A customer wants to interact with the customer service executive. He wants to make himself heard. The emotional connect forms an integral part of the communication mix. The interaction that takes place between the executive and the caller, they both share knowledge. It is this knowledge that enlightens the customer.  A BPO service provider has to provide the customer with the best solutions to all of his problems. This is where an element of trust starts making inroads between a customer and the BPO service executive.

Listening Carefully is Important

Listening carefully is very important because you cannot provide the customer/caller with solution to his problems if you do not listen to him carefully. Plus, the focus should be on providing customised solutions. Here’s the thing: different people are bound to face different problems. Therefore, they will require different solutions as well. This is where listening carefully ends up barging into the scheme of things. Get in touch with a reliable BPO call centre and understand what true customer experience and satisfaction.

The Need to Understand is Important

If there is something associated with human interactions and conversations, it is emotional connect and understanding. When a customer contacts a BPO call centre executive, he is looking to get a problem solved. No matter how small or big the grievance is, a call centre executive should always be ready to solve the problem. Also, it is important to predict follow-up calls. A customer might need immediate help when he buys a new product or service. Predictive analytics will help keep track of that. However, it is the interaction between the executive and the customer that gives rise to a memorable customer experience.

Ison Xperiences is a popular BPO service provider in parts of Africa and India. All those who want to get in touch with a BPO service that works across a wide set of disciplines and industries should definitely get in touch with the executives at Ison Xperiences

Comments

Post a Comment

Popular posts from this blog

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 re...
Read more

Omnichannel Customer Experience – An Imperative For Businesses

Image
The pandemic of COVID-19 has made businesses begin their digital transformation initiatives. Digital transformation commonly refers to the development of the businesses toward digitizing everything, from customer communications to employee training and more. It includes a broad array of technology, such as modernization, cloud computing, and the adoption of digital platforms. Manual or paper-based tasks can be digitized and can be transformed into something more efficient and cost-effective. COVID-19 has unveiled the ways to transform ourselves digitally. The realization that it is not possible to deliver a great customer experience merely through traditional means like voice or emails has increased the significance of digital communication channels for businesses. Digital transformation moved into hyperdrive during the pandemic. Several businesses developed eCommerce websites and self-service hubs, while focusing on the omnichannel customer experience approach. Telehealth is the perf...
Read more

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 t...
Read more