Social Media for Call Center

The marketing scenario is fast changing. The monopoly enjoyed by voice calls from call center agents is being challenged by the social media and other online marketing tools. Among them social media marketing has emerged as the most talked about marketing vehicle for BPO firms. Call center services have integrated social media into their range of services, thereby paving the way for more use of Facebook, Twitter and others. The leverage provided by the social media networks have come in handy for call centers. They have been able to drive home targeted lead generation services through audience interactions and participation.

The biggest advantage of social media is that it is a public platform. When a call center agent makes a voice call, there is only one person who receives the message. However, if the BPO agent writes something on the prospective customer’s social media profile page, many can see it. The message becomes a sort of public broadcast for the call center. This helps in reaching out to larger sections of the target demographics. Moreover, if your customer base is happy with you, they will do a positive word-of-mouth publicity for you online. That, I assure you, will be better than any amount of telemarketing that you can do!