Call center services work more on manpower than on technology. It’s true that you need state-of-the-art equipments in your business outsourcing unit to be at par with the best in the world. It’s true that you got to have that streamlined infrastructure in place to make sure you are optimizing your resources. It’s also frighteningly true that you need to have the skilled workforce to use these resources. Without a team of dedicated and well-trained call center agents, it could all fall flat on its knees. Call center agents make BPO what it is.
FCR ratios are a favorite with clients. call centers near Tijuana, Baja California units achieving a high FCR would mean greater faith from the clients. You can bag better telemarketing projects when you have a high FCR. FCR is also important to maintain healthy relationships with your customers. Customers will bend towards brand loyalty and stick to your company when you resolve their issues on the very first instance. FCR builds up brand reputation and that is something that all modern business firms need.
PC’s can be afflicted in the same manner. You continually get the Blue Screen of Death (BSOD). You place a call to Tech Support and most likely the call goes to a call center in India. The person you speak with is barely understandable. He has you try several things, usually power on, power off, etc. Then he will tell you you must clean the hard drive and reload Windows whether it be Vista or XP. This is a lot of work and will take more than 1 hour. After that, you must reinstall of the applications you have installed since purchase. Of course, you are off the phone by now. A few days go by and you have the same experience. You probably get a different call taker but it doesn’t matter, they are reading from the same script.
To add audio to your website, all you need is a microphone plugged into your computer. To add video to your website, all you really need is a webcam plugged into your computer. There are services that will take this audio or video, allow you to edit it with a few clicks of your mouse, and then stream it from their servers or upload it to your server.
Most call centers require CSR’s to use a script when talking to the customer. This is meant to standardize the information being provided and discourage long calls. It can be challenging to read something verbatim without making it sound canned. But, once you have learned to locate the appropriate script without fumbling around, it can make it easier than extemporizing.
“Sometimes I wonder what it’s like to be God; have you? If you are God, you witness the symphony of light from a billion galaxies as they soar through endless space.
Other industries may look down upon the business outsourcing agents as members of a marketing community that they consider inferior. An in-depth analysis of the BPO sector would clearly bring to light that their job is as tough, if not tougher. Consider the cultural disconnect as well and you would know that the life of a contact center agent is anything but smooth! Then you would also know what it takes to deliver quality work despite everything.