Customer Service by Specialized Agents

Customer Service by Specialized Agents

Customer Service by Specialized Agents

Call centers have always known customer service to be provided by agents. Voice skills and a keen marketing sense are probably the only requirements for the job. But that was before some non-regular projects came to the fore. For example, when the BPO is doing a project like providing remote tech support, you cannot expect a general agent to handle these calls. You will need the services of a specialized agent, someone with a thorough knowledge of the job and the subject. To work on the answering service team of a tech support project, the agent must know the difference between RAM and ROM and how Windows Vista is different from Windows XP. Such finer points cannot be coached in the training room. That is how the concept of hiring technicians as phone answering agents came around.

These agents are not really of the telemarketing team. They need some telemarketer's skills but that is secondary to the primary skill set required: knowledge about the job. They have to solve the issues of the caller without passing the call to anyone on the inbound call center desk. When the matter is technical, generally agents ask the caller to hold on while the call is transferred. But such a procedure is not feasible when all the questions asked will be about technical matters! You can't just keep passing the buck. The agents have to take up the issue and solve it on the very first layer. Customer service will be streamlined in that way and first-call resolutions will go up. That is good news for any BPO unit, especially in the present day business circumstance.

Taking the story forward, specialized agents at the answering service desk need to be careful about the procedure that they are carrying out. Technicians are generally satisfied with solving the problem. They often tend to forget to make entries and record what they are doing on the CRM. In a professional context, when their job is to solve the caller's problems, they have to make these entries. The supervisor has to be vigilant to check up on them. Often, the clients offer various discounts and packages of the specialized services that they offer. There is a ceiling on how much the customers can avail them. If the specialized BPO agent is not keeping a track, it will end up as a losing proposition for all.

In terms of payment and shifts, the call centers have to carefully work it out. Because they are more likely to yearn for a day job when they can actually handle such problems and solve them, the BPO unit has to compensate monetarily and otherwise. You have to flexible with their times, offer them the technical support that they need and understand that their working pattern may be slightly different as opposed to the ways of business process outsourcing. But if you can adapt to their little idiosyncrasies, you will have a crack team of specialized call center agents working for you.

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