Category Archives: contact center

How to build a connect with customer over phone call

Building a connect with customer over phone call is very necessary in providing a good customer service. It becomes even more significant in call centre where you are tested for it every minute. To build a good connect with the customer following things must be looked into:
1. Listen: Listen to your customer carefully and try to understand their problem that what exactly do they want. Be a good listener. Avoid assuming things.
2. Voice modulation: Customer should not feel that he/she is being ignored. For this you have to modulate your voice to show the concern that you are listening to him/her. You shouldn’t be too loud or too slow.
3. Repeat important details: Repeat the important details that customers give you about them. This will show that you are listening to them carefully.
4. Apology: When customer expresses some problem, be prepared to apologize. This is very necessary when you listening to customer grievances.
5. Be calm: Never rush out for things and listen to your customers very calmly. This calmness creates a big impact on building a good customer rapport.
6. Respectful: Show respect towards the customers even if they are irritating you. Every customers wants and deserves respect. This is by far the most important aspect of customer dealing.
7. Empathize: Empathize with your customers. Let them feel that you are with them regarding their problem.
8. Never make them wait for long: Never hold your customer for too long. This irritates them the most. Act swiftly.
9. Focus: Never divert the attention of the customers. Be focused on the issue in hand while solving it.
10. Positive: Always be positive towards the issue. This will help in easing the trouble of your customers who call you.

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Filed under Call Center Calculations, callcenter operations, Careers, contact center, Customer Service

Pros and Cons of outsourcing customer service/BPO

Before we come to Pros and Cons of outsourcing let’s first try to understand what actually is outsourcing? Outsourcing means sharing some of your work with the outside parties. It is mainly through separating a particular unit of the organization or hiring third party organization for that job. Now let’s look at its advantages or disadvantages.

Pros

:
1. Risk reduction: Outsourcing helps the organization in shifting responsibility towards the third party. In a customer service risk of data loss is very high which when shared with the third party is reduced to a significant extent.
2. Cost Control: The operational and recruitment costs are reduced to a large extent.
3. Focus on other issues: When customer service is outsourced the management can focus more on other major issues in hand.
4. Swiftness: The work can be carried on more swiftly when it is outsourced as expertise is present in that particular organization regarding that work.

Cons

:
1. Choice of right party: If the work is outsourced to a party which is not an expert in that particular field then it can affect the image of the organization in a big way. So the outsourcing partner should be chosen with care.
2. Sharing of confidential data: When the work is outsourced, some of the confidential data of the organization is also shared with the third party which may prove to be risky for the organization.
3. Customer focus: The customer focus of the outsourcing partner may not be that high if that particular work is carried on by the organization it-self.
4. Other issues: There are other problems concerned with outsourcing which include the lack of securing levels in the outsourcing level or untrained staff or legal costs in an agreement.

But all these cons can become pros if outsourcing partner is selected with utmost care.

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Filed under Call Center Calculations, callcenter operations, contact center, Customer Service