Better Social Media for Call Center

Social media is now a distinct part of the call center. Almost every BPO unit now has a social media department handling profiles on Facebook and Twitter. Every client wants a pie of the social media pie. However, not every call center service can conduct successful social media marketing. There are reasons varying from lack of expertise to lack of experience. But the primary lack is that of interaction. Creating a profile on Facebook and Twitter and adding some random people on the page isn’t social media marketing. That’s more like spamming. To get leads or to promote the brand you are working for, you need to do more than just adding up people. You have to interact.

Social media networks are where people hang out. Users log in to Facebook and Twitter, for some fun activity that can keep them occupied. No one wants to read the literature that your call center puts up on the Wall or on the discussion forums. BPO firms need to promote their brands online. They have to speak for themselves. Similarly, users are not going to take a discussion forward unless the brand participates. Call center experts need to have social media personnel who can talk to these people online. You have to monitor other brands to see what they are doing. Organizing events and webinars is also a great idea to promote and market.