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Enterprises like the healthcare and ecommerce industry, often have a large customer base to manage and monitor. To enhance customer satisfaction and customer retention, large enterprises prefer investing more in inbound BPO services.

However, many people hesitate to do this. According to them, it is useless and expensive to reach out to the inbound call center agents. They have a misconception that the work performed by the ecommerce, utility, or healthcare BPO agents can be easily handled by developing an in-house setup. But the truth is the inbound agents are responsible for performing a plethora of jobs. These include –

Handling customer queries.

Managing customer requests and complaints.

Solving customer issues.

Taking online orders.

Providing appropriate information to the customers after extensive research.

Escalating forms and orders requested by the customers to the next level.

Routing inbound calls.

Building call reports and updating the data into the CRM.

Synchronizing with internal departments.

So, as you can see there is more than one job which is unlikely to be done by a small group of in-house individuals. Hence the need for healthcare or a utility call center.

Now, coming to what makes the inbound BPO services outsourcing so beneficial. This is because of the practices and strategies used by the agents. Some of the best practices followed by the inbound call center agents are as follows.

4 Best inbound practices followed by the BPO agents

Pay more attention to customer experience: The primary objective of outsourcing BPO services is to have a good customer experience. The BPO agents perform exactly that. They pay more attention to the factors that generate more customer satisfaction, providing a good set of experiences to them.

By answering every call, solving every issue, registering every customer complaint, the agents try to set up a good reputation through their customer service. For example, whenever an ecommerce customer makes a call related to any generated issue, the ecommerce call center agents scroll down the customer order and transaction and try to solve the problem immediately. The same goes for the customer care support for other industries.

Emphasize customer engagement: Customer engagement and customer retention are the two most vital phases of a business. Unless the business succeeds in engaging a large group of audience, it is unexpected to have good customer retention. Therefore, the call center agents put more emphasis on customer engagement before thinking about customer retention.

In the case of a utility call center, the agents take care of the complaints raised by the customers related to energy services. They ensure the customers get well-distributed energy resources without any hassle. Likewise, other industries pay attention to their clients in a similar way.

Monitor the call center metrics: Inbound call center agents have so many things to consider while providing proper BPO services. In order to offer quality service, they monitor several call center metrics and determine day-to-day reports for their customers.

Some prominent metrics they take care of are –

Average handle time

Average wait time

First call response

Customer satisfaction rate

Quality assurance

Abandon rate

Service levels

All these KPIs are meant to measure call center performance. Even the industries outsourcing this service, prefer to have a monthly or weekly report that contains all such metrics. The inbound agents work on these metrics to deliver the best result on time.

Automate where possible: For the call center agents, it is not possible to manage a vast range of customers at a time. To ensure handling all the customers, they look for automated tools that automate the call center process to a great extent.

The healthcare, utility, or ecommerce call center makes use of interactive voice response systems (IVR) that can automate the tasks, reducing the efforts and time consumption. They make use of chatbots to handle many customers simultaneously. These automation techniques contribute a lot to the decrease in labor costs and improve accuracy.

Conclusion

BPO services are not just confined to inbound call services. It is extended to outbound BPO, non-voice process, and much more. As a consequence, healthcare BPO, ecommerce, utility call centers, and other industries are flourishing day by day.

Anyone looking for an outsourced call center service must find a reputed BPO that follows advanced practices and strategies to deliver great results for the business.   

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