Better Customer Service through Updates

Updates and alerts about the progress of problem solving at the customer service desk increase the loyalty of the consumers. When a caller calls up with some problem that needs to be fixed over a period of time, the call center must provide the caller with regular updates. It may be that the BPO is not wasting a moment in working towards a possible solution, but unless you inform the caller about your progress, the caller will think that you are sitting on it without doing anything. This will increase the caller’s impatience and invite more calls to the inbound call center desk. That way, you are handling a higher call volume without any productive purpose.

The BPO unit must put together a framework to update the customers and callers. A call from the outbound call center desk would be ideal. An email would be adequate as well. Callers feel paranoid when you are completely out of touch. The problem may be one of many that your call center handles in a day. But for the caller, the problem is one that occupies the mind every waking moment. The caller cannot be at peace unless the issue is resolved. Hearing from your end assures them that they are in good hands.

Cloud Call Center Services

Cloud call center services serve some very basic functions. One of them is the reduction in costs. When call center services are being conducted by agents from their personal spaces, there is very little overhead cost involved. The BPO company need not pay for the office space or the infrastructure costs. They can work with the employees by an online method of synchronization. The reports for telemarketing services can also be prepared and updated through web-enabled means. Clients can also take a look at the progress report whenever they want to. It brings about a much-needed transparency in telemarketing projects.

The cloud call center services help to get better quality manpower onboard. Experienced agents often like to work from home because of flexibility in work timings. Call centers cannot employ them because they don’t like rigid timings, or the commuting to the office. When BPO companies employ them in the cloud system, they are able to devote more time and energy. They also put in additional amount of work because they have the time on their hands. This form of customer service works well, too. Business firms having a global clientele often have to work at different time zones. An inbound call center working on the cloud mode is able to tackle these calls round the clock, across time zones, if the managers can schedule their shifts accordingly.