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.
Most of the time you try to tune everything out so you can concentrate on your own call. Since your co-workers are using the same script you are, this is usually not hard. Sometimes a CSR will “go off script,” which means they insert information that has not been approved by management, or engage in personal conversation. I’ve done it myself at times. It can provide you with some chuckles when you hear the conversation of your neighbor and you wonderi, “Where the heck did he get that information?” If you have attention deficit disorder and find that you have to listen to everything said around you, you might not want to work for a Titan Call Center Tijuana.
Do not make false promises to a caller. Telling a customer what are calling to hear may not be the best idea. Telling them that their problem will be resolved by an hour is not a good idea when you know it won’t be. Increasing their expectations will only make them bitter when you cant live up to the promises you have made. The last thing you want when you are a customer service representative is for your customer to feel badly about you.
Cost is clearly a factor when it comes to choosing a company to handle your customer service needs. Ask yourself if the amount you will be charged is fair for the services provided. You should also determine whether the company’s metrics are in line with the rate they charge. A company that is cheaper than the rest won’t be cost-effective if they cause you to lose customers due to poor performance.
The main problem you are going to have with the outsourced customer service centers is the fact that people sometimes do not like talking to people that are out of country. Whenever they call customer service, they want to be able to understand what is going on, and they want to be able to understand it clearly. Although all the people that work for these outsourced customer service call centers are well trained and can speak English, at times it can still be hard to understand them.
Here is the reality: The United States ranks 28th in math and 22nd in science. This country is behind China, Korea and Finland. Many experts are saying that today’s children will not do as well as their parents. The fact is that this nation will take it on the chin even harder if we do not compete in the global marketplace. The way to do that is to improve our schools so that we are able to produce quality workers in this country who can compete with those in places like India and China.
My local poll really is nothing compared to the next election – we’ll find out the whole truth four years from now, but so far, this is just a small start.