How can IT Help Give Rise to Better Customer Relations?

by Ekon Keita Marketing Manager

Customer relations are just as important as air for the BPO call centre industry. All those who have been working in the BPO sector for a considerable amount of time would be well aware of the fact that the entire BPO sector revolves around one thing, i.e. customer relations. Sour relations with your customers and complainants are no less than a death knell for the BPO industry. BPOs in South Africa (and in other parts of the world) work endlessly on maintaining and fostering an efficient business process management network.

 

In all fairness, The BPO industry is one of the most important parts of the world’s tertiary (service) sector. No matter what the issue faced by the customer is, a BPO executive is always ready to answer all of your questions and queries. To be very honest, the IT boom has taken the BPO industry to an entirely new level.

 

Here is how business process management has reached the next level because of the IT boom:

 

Better Response Time

It goes without saying that the response time has reduced significantly ever since the IT boom began making inroads into the BPO sector. Every single thing, right from the customer queries to the responses from the BPO executives, can be recorded and shared online. Plus, there is absolutely no need to call the BPO executives. The customers can make themselves heard on social media handles, such as the likes of Facebook and Twitter. The response time has reduced quite significantly because a company executive will respond to your social media query within no time. Well, that’s because anybody can read your post if it is there on social media. That’s just one part of business process management that has been positively impacted because of the IT boom. Similarly, there are several other parts as well.

 

Dedicated Services for All (Fragmentation and Specialisation)

Yes. Queries and questions can be of different types (and kinds). Here is an example: queries can deal with technical problems. Customers can complain about malfunctioning products. Also, there are people who wish to know more about the product and/or service they have bought. Now, a BPO in South Africa (and in other parts of the world) will have a dedicated team of business process outsourcers. This team will have specialists who will be able to question all of the customer/complainant’s questions, be it technical questions or the ones dealing with the newly-launched product or service. There are people in a BPO team that are comfortable answering all of your questions. Just post your query online and the BPO executive who knows the answer will answer your query promptly.

 

Everything is Recorded (and Can be Revisited)

The best part about the IT boom in the BPO industry is: nothing ever escapes the eye. All of it is recorded (and can be revisited with ease). A business process outsourcer will be able to revisit your query if you call him the second time. Also, your entire calling history (and queries) is available with the BPO executives at all times. In this way, they are able to provide you with reliable solutions to all of your problems and queries. So, it can be said that the IT boom has ended up making customer relationships simpler and better..

 

Ison Xperiences is one of the biggest BPOs in South Africa (and in other parts of the African continent as well). The company is known for its work across a wide range of verticals and businesses, including entertainment, media, telecom and government. Get in touch with them if you wish to witness the next level of business process management. 

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Created on Mar 2nd 2022 01:07. Viewed 216 times.

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