Answering Service Agents Assumes Control

The answering service desk is known to be the breeding ground for dissent

. There are several call centers out there that want to change things and make the phone answering department something of an asset. There are hindrances on the way. The call center agents complain that they cannot better their services because they have reached a saturation point beyond which they cannot innovate or function. This has prompted the BPO managers to think that there must be some alternative way to break down the structure and do something new and unique. That has given birth to a different inbound call center desk: one that has control and takes the decisions without red tape delays.

The American Express BPO team is probably the first to try this out. They allow their answering service agents to treat each call according to the requirements of the call. We know phone answering agents to follow certain protocols when they receive calls. For example, they have an opening line and they have an exit line. The new system banishes the set practices of inbound call center desk. It allows agents to talk to the callers in a fluent, spontaneous way. The new system realizes that the callers that wish to talk to a live voice do not want a robotic experience. BPO agents often sound practiced and stiff when they are talking to customers. That doesn't add up for a good experience from the customer's point of view.

The innovated answering service system allows the agents full liberty to take charge of the calls. Telemarketing agents who receive calls can also put a caller on the conference mode. If the caller is looking for something like tech support, the answering service agent put the call on conference mode, bringing a tech person on board as well. This saves time because directing the call to a tech person would make it cumbersome for the caller as he may have to explain the problem again. Instead, the phone answering agent can explain the problem to the tech person is quick, short words while the caller listens in. The solution offered by the tech person is explained by the BPO service agent if there is any use of jargon, etc. For all practical purposes, this seems like a good method for them to follow.

Innovative answering service breaks the monotony. Active interaction with the customers often provides more opportunities for lead generation than you could have thought of. Customers like talking and sharing ideas with call center agents who are lively, cheerful and generally entertaining in conversation. When the BPO agents are providing them with the opportunity to do so, they give access to information like buyer's preferences and requirements. While casually talking to these customers, the inbound call center agents can jot down these data. This can help the clients in marketing and product placement. No information collected from bona fide customers goes to waste. The smart BPO service unit can use all of that into generating business.

Answering Service Agents Assumes Control

By: jems hug

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