Order Taking Emerging Call Center Service

Several non-traditional call center services have come up the ladder in the recent times

. While you cannot exactly call order taking a new form of BPO service, but this department as a separate entity is definitely something that is new. Order taking was integrated into the answering service segment because the call center agents were taking orders from callers through the phone answering method. But with the rise of the internet and emails, orders are not just calls anymore. Business firms are using emails and even websites to order their requirements. A business firm that deals with consumers has to get this order taking service in place. That is why BPO firms are now being approached by the manufacturers to handle their customer orders for them.

The first step toward a successful order taking service is qualified call center agents. Agents must be trained to take down orders at a breakneck speed. Callers placing orders will not enjoy repeating the orders without feeling the irritation. The BPO agents have to key in orders fast and in an error-free manner. If the agents are not taking in the right orders, the manufacturer cannot deliver them. There will be customer complaints and the brand value of the client will suffer. It all boils down to the time when the inbound call center agent receives the order. It's not just important to receive it; it's also important to process it. Processing the order would mean running it through the right channels so that the correct department is intimated.

Other than mental alertness, the call center agents have to take the opportunity to push for cross selling and up selling. The smart telemarketing agent will always try to increase the volume of the order. If the client you are working for has a chain of products or other products in different domains, the answering service agent can run the caller through these. But it must be kept in mind that this is additional to the main task of taking the order. Pushing for sales before you have taken down the order is blowing it all away. No one wants to talk to a BPO agent who doesn't do the primary job first. From the perspective of the call centers, once the agent does the primary job right, it brings about a respect in the caller. Then he's more ready to listen to the agent and probably agree to it as well.

The order taking services would be incomplete without the very necessary task of giving proper information about the delivery of the order. The inbound call center agents have to check with the manufacturer when they can deliver the order. Callers would definitely like to know the delivery date and also push to bring that up earlier. The call centers have to be sure that they are providing them with the right date. It's acceptable if the agent mentions stretches the time and offers a later date. But once you freeze the date, there must not be any delay in the delivery.

by: Ivana Lewis

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