Uses Of Social Media In A Bpo

BPO firms are more open to the idea of using social media these days

. There are two reasons for this. Consumers of all types are there on the social media for the call center agents to tap. Secondly, the word of mouth publicity that goes around like a buzz does great things for the lead generation efforts. There is very little that the outbound call center has to do if the social media efforts are done correctly during the initial days of the campaign. Let's find out the different ways in which social media networks help the efforts of call center services in carrying out their project.

1.Lead generation: Social media networks are breeding grounds for lead generation. Call center agents can create profiles that are personal or corporate. With the help of these profiles, the BPO agents interact with the users that are present on these networks. They add people from various related groups and communities. In all probability, the sales lead generation happens when the agents interact with the users. It's advisable to carry out things with restraint. Social media platforms may be used for marketing but if you go too aggressive with your efforts, you are more likely to reported or marked as spam. Repeated complaints will see the BPO service profile blocked by the network.

2.Publicity: Word of mouth publicity for a product/service is always welcome because it is authentic. While promoting the product/service of the client on the social media, the call center agents have to drive for this sort of a positive buzz. They must offer call center services in a way as to make an impression. The aim is to make your friends and followers talk about your business among themselves. This will get them to talk and also come to opinions. The influencers of these opinions pass them to others. Before you know it, your telemarketing methods are actually going viral! Your database is more likely to swell exponentially. And your telemarketing services can take it easy because you will be getting a good number of leads from this viral marketing.

3.CRM: CRM or Customer Relationship Management is something else that call center agents can do on the social media networks. BPO agents, who work as answering service agents, can interact with users online and talk to them about different aspects of the product/service. The consumers, even the prospective ones, can ask the agents about their queries and information needs. It's easier to disseminate information this way because you know that the person on the other end is ready to listen. Moreover, with wall posts and bulletins, you can get a high number of people to read what you have posted. Call centers often make use of this and other Web 2.0 tools that transmit the message to different sections of their target demographics.

If done in the proper, industry-recommended way, the call center efforts on social media networks can bring tangible results. The trick lies in doing it right and that is what many BPO firms can't get off the floor.

by: Ivana Lewis

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