Why are Call Centres Making Use of the ‘Personal Touch’?

by Ekon Keita Marketing Manager

Call centres have been in great demand in recent times. As more and more people have started using branded products and services, the need for customer care centres has also witnessed an upsurge. The idea is to provide the customers with an ‘experience’ that is memorable and pleasant. Customer experience management is the key if you wish to plant a smile on the faces of your customers and consumers.

BPM service providers are always on the lookout for exciting ways to take the customer experience up by several notches. The idea is fairly simple: if the customer is able to get his/her problem sorted, then he will always remember you. Also, the need for personal touch has increased in the world of customer service and experience management.

Here is why BPO call centres are making use of the ‘Personal Touch’

To Attract the Customer

The customer will always get attracted to you if you can provide him/her with a solution to the problem he happens to be facing. This is where customer experience management tends to barge into the scheme of things. Provide him with a reliable solution to his problems in order to enhance his customer experience. Throwing a bunch of incentives at the customer is not the right way to go about the BPO business. Provide the customer with a pleasant experience the next time he calls your customer care centre and more than half the battle would be won.

Personal Touch Gives Rise to Personalised Solutions

Yes. It goes without saying that no two customers will ask for exactly the same solution. This is where you need to bring personalization into the picture. What the customer wants is a customized solution to his problems. Take this for an example: there are times when a new customer wishes to know more about the product he has bought. Also, there can be times when the product breaks down/malfunctions during the warranty period. It is here that a BPM service provider will end up coming to the rescue of the consumer with a set of customized solutions.

A Generalised Solution Won’t Work

Providing everybody with a generalized solution won’t work because everybody happens to be suffering from a different set of problems. Therefore, the solutions provided by a customer care (BPO) executive also have to be different (customized). Fortunately, a large number of BPM service providers in India (and in other parts of the world as well) are working endlessly in order to provide the customers with a bunch of customized solutions to their problems. Check out the best contact centres in India (and abroad) to get your issues and problems sorted at the earliest.

Be Polite and Gentle

It goes without saying that a good listener would be able to become a pretty good BPO call centre executive. BPM service provider has to work on his/her communication skills. The key is to listen to the consumer’s problem before bombarding him with your answers (and possible solutions). A good customer experience can only be provided if you listen to your customers. Customer experience management starts when your customer/consumer calls the service centre in order to get his issues sorted. It is here that a BPO executive will be required to use his communication skills in the best way possible.

Ison Xperiences is a prominent BPM service provider in various parts across the globe. These people work across a wide set of verticals, right from power to energy and entertainment (media). Get in touch with them right away if you wish to redefine customer experience management.