Working
in a call center is a difficult job almost next to nursing and police. It is
about dealing with people and their essential data all across the nation and
sometimes even internationally. A strict boundary and regulation are encouraged
by the senior management to secure customer information. The rules for BPO
employees depend on the company or brand they are working for. But some of the
borderlines are same. Call centers are also taking up advanced hiring
techniques as to refine the hiring process.
1. Seeking validation from a
customer is mandatory for agents
Agents
are required to match customer information and clarify customer identity. In
many cases, agents have given out essential details to unknown individuals
people who are not authorized to grasp the information. These acts are
considered as fatal errors and can also put company reputation into risk.
According
to Creaghn Harry, an agent doesn't necessarily need to be rude to a
customer, but the information must not be revealed to unauthorized individuals.
This process of denial is often called a “service no”. The entire organization
can undergo legal circumstances due to a single agent. Moreover, the
consequences can also lead to lead disputes.
2. Providing resolution at
theopening call
Calling
the customer service is often time-consuming and involves waiting in the queue.
It is not possible for the customers to understand the queue system and might
quickly lose patience. Hence, you can target on solving the issue at the first
time.
Doing
the same, shall both increase your performance margin and also create an
impression of the company you are representing. If you are entirely out of
option for a resolution, which is very much possible, you can always provide
the customer with an alternative or a cover-up for the denial.
3. The job security of employees
depend on data security
It
is true that agents can also be fired in case of slightest misusage of data.
Agents are well informed and educated in the entire training process about data
protection and valuing customer information. There are past cases in many call
centers, where employees were alsofired and due to such
mistakes. Even if the actions are performed unknowingly, there are no warnings
to such fatal faults.
4. Valuing customers more than
sales promotion
Greeting
customers and interacting with them with proper empathy and ownership increases
customer satisfaction. As per Creaghn Harry,it is important to focus on sales but
only when the customer is done with conveying the core issue. It can frustrate
for the customer to call for an urgent matter and forced to listen to a
promotion speech or lengthy greetings. It is best for the agent to cultivate
the situation by incorporating rational ideas.
Allover,
the foremost priority of an agent should be to provide the best service to
customers. This particular approach is much more profitable and helps in
retaining customers. In this industry, it does not require creating a colossal
blunder, but a small shift from the thread can cause the large threat to the
growth and reputation of the organization. Therefore, BPO's are also
strengthening their training programs to uplift employee interest and
dedication.
Learn More:
https://www.crunchbase.com/person/creaghan-harry
https://www.levo.com/creaghan-harry
https://www.linkedin.com/in/creaghanharry
https://creaghanharryflorida.wordpress.com/
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