Call center services work more on manpower than on technology. It’s true that you need state-of-the-art equipments in your business outsourcing unit to be at par with the best in the world. It’s true that you got to have that streamlined infrastructure in place to make sure you are optimizing your resources. It’s also frighteningly true that you need to have the skilled workforce to use these resources. Without a team of dedicated and well-trained call center agents, it could all fall flat on its knees. Call center agents make BPO what it is.
To add audio to your website, all you need is a microphone plugged into your computer. To add video to your website, all you really need is a webcam plugged into your computer. There are services that will take this audio or video, allow you to edit it with a few clicks of your mouse, and then stream it from their servers or upload it to your server.
Distress and despair are not the only enemies of the call center tijuana near Tijuana, Baja California agent. There are times when the caller is spewing fire and venom. Products and services may not be what the customer or the caller expected. So it’s taken for granted that he would vent his ire because he thinks he was unjustly treated, or maybe even cheated! As you know, the BPO agent who takes the calls of your customers is like the spokesperson of your company. It’s the agent’s job, then, to tackle this situation. It’s all in a day’s work for the agent to prop up the image of the company and highlight the product or service without skipping a beat. The confidence that the agent exudes builds the trust of the customer in the brand and in the company.
You as a manager must help your supervisors down this road of trust and ultimately of authority. This starts by whom you select. It is your job to train the competence into your supervision. Character is a little more difficult. I believe we can change and mold the character of our supervision to a certain extent. You do though need to choose these people wisely.
If you hire candidates for these fields, you can learn good questions to ask to find the right employee. If you are a job seeker who handles people, stress and adversity well, you will learn how to answer questions you might be asked in an interview while saying what is truly in your heart.
Make it easy on yourself by offering and honoring a guarantee. It will increase your conversion rate, and unless your product is total JUNK, it won’t increase your refund rate.
Other industries may look down upon the business outsourcing agents as members of a marketing community that they consider inferior. An in-depth analysis of the BPO sector would clearly bring to light that their job is as tough, if not tougher. Consider the cultural disconnect as well and you would know that the life of a contact center agent is anything but smooth! Then you would also know what it takes to deliver quality work despite everything.