The best call centre outsourcing does not let any customer leave unsatisfied. It is a time where Key Performance Indicators (KPIs) dictate your progress, and customer behaviour leads the way for almost all businesses. A call centre is a fast-paced and demanding entity that needs everyone working for it to be on their toes.
If your call centre provides BPO services, it is important for it to have a 24/7 offering. Being multi-linguistic is also a bonus that can take your business to great heights. One of our founding members Mindpearl employs both of these features and enjoys a number of huge clients across the world, including aviation, retail, finance, and telecommunication sectors.
Here are some practices that Mindpearl follows, and you can too have a chance at becoming the best outsourcing call centre:
- Know your customer journey – Adopting a customer-first culture in your organization goes all the way to building a good reputation for your business. Drawing out your customers’ personas and profiling them helps a great deal in knowing their preferences and expectations.
- Attention, Empathy, Courtesy, Politeness – Listening to the customer attentively allows you to know what the customer exactly wants. Take their issues and feedback positively. Show courtesy towards them and always keep a polite tone. Personalizing your interaction can result in customer loyalty and long-term relationship building.
- Minimize the hold time – Getting in touch with the concerned department to assist the customer in the best way is often required, but for customers, it is frustrating to be put on hold. Try all you can to minimize this time.
- Optimize – Regularly monitor the quality of all the channels your customers interact with you through. The navigation process of contact should be simple.
- Keep your team motivated and energetic – So that they provide concrete solutions in a concise manner in a way that the customers feel their issues are being taken seriously. Using emoticons in chats and requesting feedback adds a human touch to the interaction and a sense of belongingness, respectively.
Fiji has put in all its resources towards building itself as the best BPO providing country. The country has aced the industry and is still reaching new heights every day. The services they provide are exceptional and high-quality. Mindpearl is one of the finest, if not the best, outsource call centre out there. Let us know below how we could help.