Choosing the Right Customer Service BPO Provider

what is customer service in bpo? Introspect the factors considered while deciding if a BPO has best customer service, and effective BPO customer service strategies.

July 30, 2023

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8 Minutes

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Saumya Singh

Saumya Singh

Choosing the Right Customer Service BPO Provider

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Customer service in BPO is the support you offer customers when they contact your enterprise. Today's customer service has gone far beyond traditional methods, providing immediate support anytime via omnichannel outreach methods like phone, text, chat, email, and social media. The responsibility of a customer service representative is to offer personal assistance to the customers. It involves patiently listening to their concerns, queries, and feedback and understanding their unique needs. 

Customer service in BPO is key to building strong relationships and encouraging brand loyalty.  Maintaining ideal customer service can be possible when there is a uniform and reliable level of assistance and customer satisfaction over a long period.  This post highlights What is Customer Service in Business Process Outsourcing?’. It also covers a plethora of customer service skills and strategies to deliver excellent customer service in BPO.

Advantages and Disadvantages of BPO

What is Customer Service in BPO

Customer service in BPO can be defined as the service that specializes in handling customer queries via real-time channels such as- text, phone, email, chatbots, and social media etc. The various points to understand customer service in BPO.

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  • Customers who interact positively with customer service representatives will likely become regular customers who recommend your business to their friends and family.
  • The key identifiers are customer experience and satisfaction while choosing a product or service.
  • Businesses constantly attempt to find ways to enhance service quality by delivering solutions promptly to their customers and improving customer service representative skills and duties.
  • Many hindrances exist in achieving this, including high costs, good infrastructure, and technology adoption.
  • Handling Voice and Non Voice Process inquiries.
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The Importance of Excellent Customer Service in BPO

Customer service is important in the BPO industry, impacting customer satisfaction, loyalty, revenue generation, brand reputation, etc. It is an important element in building strong and long-lasting relationships with customers. The importance of customer service in BPO is shared in the points below.

  • To Increase customer retention: Every business needs new customers, so it is equally important to improve customer retention. Providing quick and effective customer service promotes customer satisfaction and experience. When customer retention increases, profit also increases.
  • Boosting customer satisfaction ratio: Exceptional customer service promotes sales opportunities because the company has a good reputation in the industry. Thus, customers are likelier to have a good image of your company.
  • Deliver high-quality service in real-time: Delivering high-quality service to customers via real-time channels provides immediate support anytime and anywhere via text, calls, emails, chatbots, and social media.
  • Improve customer loyalty: When a BPO company provides excellent customer service by resolving their queries promptly and delivering the best solutions, they decide to become regular customers of your company.
  • Positive word of mouth.:It is often considered to be the best and least expensive way of advertising. When customers are satisfied with the service, they can't stop sharing their experience with family and friends. This is a significant achievement for any company.

Are BPO and Call Centers Same?

Characteristics of Good Customer Service in BPO

Good customer service in BPO means placing your customers first, creating a satisfying experience, actively listening to your customer's needs, and responding to them quickly to ensure customer satisfaction. Some factors that determine good customer service in BPO are as follows:

  • Effective communication
  • Professionalism and courtesy
  • Problem-solving skills
  • Data privacy and security
  • Quick responsiveness
Factors that determine good customer service BPO
Image - Factors that determine good customer service BPO

What is Customer Service Representative in Call Center

A customer service representative in a call center is a person who handles incoming and outgoing customer calls for an organization. A CSR agent also handles account inquiries, customer complaints, and support issues. Other names for Customer service representatives are call center agent, Telephone sales or service representative, and BPO operators

Roles and Responsibilities of a Customer Service Representative

Roles and responsibilities of a customer service representative include the following:

  • Managing a large number of incoming and outgoing calls.
  • Handling Sales queries while outsourced for sales.
  • Attracting customers by offering discounts and free services.
  • Identifying customer needs to achieve customer satisfaction.
  • Addressing customer queries promptly.
  • Good knowledge about the product or service.
  • Communicating with customers via Multi-channel support.
  • Refer customer queries to seniors if necessary.
  • Maintaining a positive and professional attitude.
  • Keeping a record of customer interactions, questions, and transactions.
  • Contribution to the team by accomplishing the team targets.
  • Handling orders of Team leaders.
Roles and Responsibilities of Customer Service BPO
Image - Roles and Responsibilities of Customer Service BPO

Essential Skills for Providing Best Customer Service in BPO

Customer service skills in a BPO are essential while interacting directly with customers for client companies, providing excellent support, thus creating a positive customer experience. Some important customer service skills in BPO are as follows:

  • Good Communication skills:  Communication is the heart of customer service in BPOs. A CSR or a BPO agent must have excellent verbal and written communication abilities to engage customers efficiently, understand their queries quickly, and offer solutions. 
  • Aptitude with data: A CSR or a BPO agent must understand the data analysis and have in-depth knowledge about the company's product or services, which can make a massive difference in customer service.
  • Flexibility: Amid the ever-evolving customer expectations, BPO agents must remain flexible to quickly and satisfactorily address all customer inquiries.
  • Active listening: Listening carefully to customers' queries is essential for effective customer interaction. Active listening helps ensure that no key details get missed in an exchange of communication.
  • Multi-tasking- As a CSR agent, being able to multi-task requires more than just having a good workspace. It involves having skills like time management and assisting co-workers to manage their daily workload, which helps prevent any lapses in providing good customer service.

Also Check: Top Cross-Selling Strategies for Boosting Sales

Important Skills for Providing Best Customer Service in BPO
Image - Important Skills for Providing Best Customer Service in BPO

10 Effective Customer Service Strategies for the BPO Industry

Here are ten strategies to follow in delivering excellent customer service in BPO. Business services outsourcing involves the handling of customer interactions for other companies/firms in which there is high importance of customer service.

Image - Effective strategies for Customer Service BPO
  • Know your product: As a CSR, you resolve customer queries all day, so you should be an expert. Adequate knowledge of your product or service is a crucial customer skill. You should be able to discuss its features and show the customers how this product or service can benefit them.
  • Creative problem-solving: Problem-solving is an essential part of customer service in BPO. It involves creatively meeting the customers' needs to go above and beyond to ensure customer satisfaction.
  • Positive attitude: Maintaining a positive attitude goes a long way in delivering excellent customer service. Since most customer interactions are not face-to-face, one must have a positive attitude which reflects in your tone.
  • Quick Responsiveness: Resolving customer queries is as essential as any other skill in customer service. Responding to your customers without rushing to get them off the phone builds a good connection with your customer.
  • Personalize your service: Customers want to interact with the company or a BPO agent who resolves the issues and expects personalized services. Nowadays, many companies have started greeting and sending gifts to their customers on their birthdays and anniversaries, enabling personal interaction.
  • Active listening: Paying attention to your customers includes customer feedback. Listening to your customers improves the chances of good customer experience and satisfaction.
  • Proactively helpful: Going out of the way to help your customers is one of the most important things you can deliver as a CSR or a BPO agent. Anticipating customers' needs and providing the best solutions makes them feel valued.
  • Continuous improvement: Encourage your customers to share their feedback about your service, then use it to improve service delivery.
  • Keep your word: This skill helps BPO agents build strong customer relationships. It's important to remember that any promise to the customer is a commitment, whether or not it is mentioned on the company's website. Make sure to offer the best you can to build customer's trust.
  • Please get to know your customer: Knowing your customer not only means having a telephone call but also knowing their areas of interest, which gives a fair idea about the customer experience.

Concluding Remarks on Customer Service in BPO

To sum up, customer service in BPO is a crucial component that includes solutions and customer support. A customer service representative or a BPO agent is an individual who engages customers via phone, texts, emails, chatbots, and social media to deliver services and go the extra mile to provide excellent customer service.

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Best Customer Service Outsourcing Services
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FAQ's

What is Customer service in bpo?

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Customer service in BPO means providing customer support and helpful solution to achieve customer satisfaction and excellent customer experience.

What are the benefits of outsourcing customer service to a BPO or Call center?

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The benefits of outsourcing include cost reduction, customer acquisition, adaptability, and skillfulness.

How do BPO agents manage customers’ queries and complaints?

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BPO agents manage customer queries and complaints by having a positive attitude and patience and providing the best solutions by seeking help from seniors.

How are data privacy and security maintained in BPO?

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Data privacy and security are maintained by following company guidelines and strict protocols by providing coaching and training to BPO agents.

How customer satisfaction and experience is measured in BPO?

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Customer feedback forms, surveys, and emails can measure customer satisfaction and experience.

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