Bullet Point to Increase Customer Retentiveness in BPO

Customers are the real brand ambassadors of any organization. They are the real admirers or the critics of a product or service and when it comes to call center or BPO industry their back up become more critical and mandatory for the existence of establishments. Their loyalty towards a brand decides the fate and determines the success of that particular product.

Let’s dig how a contact center can increase the customer inflow while holding back the existing ones by applying the technology and quality of services offered.

Handling Customer’s Frustration:

The reasons behind putting off customers are keeping him on wait for a long time, too much dependence on techniques such as Interactive Voice Response and excessive call transfers. To handle this, call center agents should be well trained to satisfy the clients with their response at the very first call. A call center should not be understaffed. If a call has to be shifted to some another level of operation, skillful routing should be applied where the necessary and basic information about the caller and query are recorded and then run through skill rout engine where an appropriate agent or supervisor is assigned to the call. This not only save time of the customers or agents but also helps call centers to identify the key skills of their customer support executives. A virtual hold can be applied at the peak hours by offering services such as call back, waiting or call after sometime.

Check for your IVR services. Technology is helpful only when deployed tactfully. Poorly managed and badly designed IVR can make your customers go away to never return back. Design your IVR with as many as short responses and less but necessary options.

Call transfers can be really irksome for customers if every time they have to repeat the information and query status. Deploy automated ID and verification number system for every customer. Manage a popping screen regarding the information status on the monitor of agents every time a customer calls up.

The above mentioned processes should be sweet, short and simple.