Customer Awareness Pushes Answering Service

Leave nothing to chance

Leave nothing to chance. The military follow this tenet to the letter. It seems that the answering service department will have to take a leaf out of that book. The concluding message for almost every seminar dealing with call center work for the customers is that you cannot leave anything to chance. Business needs customers, and not just the new ones. The BPO firm that you hire to deal with your customers has to keep in mind that building up a customer base is most important for a business of any scale. Be it a large firm or just a humble start-up, customers mean the world to both. Business process outsourcing these days is more about dealing with existing customers than bagging new ones.

The prime mover in this plot is the customer himself! The customer of today is aware. He has means to go online and check up on not just products/services, but also on the company and other details. They may come up with probing questions. Your answering service agents have to be prepared for all of that. The call center agents need to check for information and study them in detail. They have to make sure they are well-versed in the literature that comes with the product/service. Also, the call center services planners have to brief the agents about the client, their company profile and how they conduct business, etc. The agents need to know what makes the clients tick and how they like to function. These minor details will help them win the bigger game.

This is the information age. No customer likes to make a purchase on half-baked facts or data. Be rest assured that you will get clients who have studied the client products/services inside out. They have access to any information they want, thanks to Google! Your answering service agents have to be suitably armed. They have to figure out the answers to all the tricky questions. The answers that your call center agents give to the customers will be the make or break factor. If the customer is not convinced with the information dished out, they are most likely to call a rival firm. Competition gives them that choice. You get only one chance to make a mark and your business process outsourcing unit had better make the best of it.

The right to information is not just to be interpreted in the negative light. It can also be used as an advantage by the answering service agent. A curious customer is a gold mine, so to speak. If your call center agent finds the customer willing to know, it cant get better than this! Your agent has the best opportunity to pitch in sales. The BPO guy can go for cross selling and up-selling as well. There is no limit to opportunities available if the customer is willing to give you a patient hearing. Ask the outbound call center team! They will tell you how tough it is to get target callers to listen to you. The inbound call center team has this advantage. They can convert leads into sales at a better conversion rate.

by: Ivana Lewis

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