iSON Xperiences

  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 importan...

Customer service is the key if you want to plant a smile on the face of your customers and callers. An efficient customer service unit will be required without fail if you want to create an everlasting impression in the mind of a grieving customer. Take it this way: problems and technical issues are bound to creep into the picture when a customer/caller starts using a product and/or service that he has bought. Customer service is important because the real work begins after a product has been sold. The customer will get back to you if he/she faces a problem while using a product or service. The key is to understand the consumer’s problems and get them sorted as soon as possible. Here is why customer service is important in today’s day and age: Customer Service is more Than Solving Problems Yes. Customer service is way more than just solving customer-oriented problems. It is also about providing the customers with the best experience while he is talking to you. All those who a...

 During the pandemic, there has been a significant increase in the number of e-commerce companies throughout the world. These days, everyone wants to buy things at the click of a button like a grocery, clothes, electronics, medicines, etc. You can also book a hotel or flight at your fingertips. Due to the great demands, e-commerce businesses are thriving.  However, this is a highly competitive industry as everyone is trying to get a share of the pie. Sometimes, entrepreneurs struggle to make their business work as they have too much on their plate. The two most important factors are customer service and sales support, which determines the success of an e-commerce business.  If you are just starting up, you need to focus on improving your customer service to retain and grow your customers. With the easy accessibility of the social media platforms, dissatisfied customers can easily post a grievance publically, which might affect the goodwill of the business. Especially when...

 Customer experience has always been the buzzword whenever you talk of the BPO industry. All of the call centres in Egypt (and in various other countries across the globe) always look to provide the customers with only the best customer experience and service. However, providing the best customer experience is not as simple as it might appear to some people.  To begin with, you have to listen to what your customer has to say. The best solutions to problems can only be provided if a BPO call centre executive listens to what the customer has to say and tell. A contact centre service provider needs to be patient enough to listen to customer’s woes and worries.  Here is how a BPO call centre executive can provide the callers and customers with the best customer experience: Efficient Communication Forms the Heart and Soul of a BPO Setup Communication is the heart (and soul) of all the operations inside the confines of a BPO call centre setup. The BPO call centre executive who...

 The entire BPO industry revolves around one thing, i.e. unmatched customer satisfaction. If the customer is able to get a solution that helps address his problems, then he will remember the BPO executive for a considerable amount of time. The professionals practicing business process outsourcing in South Africa (and in other parts of the world) are looking at customer and caller feedbacks with utmost seriousness in order to provide their target audience with customized solutions to their problems and issues.  However, recording feedback is not as easy as it might seem to the naked eye. There are times when A BPO call centre might not take feedback seriously. Also, even a small set of negative reviews can leave the company concerned. However, the idea is always to get better and better with time by learning from your mistakes (and by taking feedback seriously).  Here is why customer/caller feedback is important: It Helps a BPO Call Centre Gets Better They say people alwa...

 The best customer engagement tactics are the ones that can provide the customers with a set of solutions that will help them put their present set of woes and worries to rest. A BPO does more than selling just a product (or a service). What they sell is an experience that tends to stay with the viewer for a considerable amount of time. Also, it is important for the BPO executives to make give rise to a personalized touch with the customer. Gone are the days when computer-generated content used to rule the roost. Today, what people want is a personalised experience whilst communicating with the executives. For this very reasons, customer forums and chat rooms have become quite popular with the customers and buyers. Customer experience management is the ingredient that will help you keep all of the clutter at bay.  Here is why customer engagement is important: Customers are the Key Yes. A happy customer is the key to success. No matter how big a company you are, you will not b...