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

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