BPO services are not limited to one sector. BPO Services has grown tremendously and occupied more sectors. Different services are being provided and not just restricted to customer support.
Some BPOs Operate 24/7 providing constant and real-time support. Some have fixed timings of operations which vary from industry to industry.
Telecom and the IT industry have round-the-clock BPO support services.
Whereas the Banking industry has fixed timings of support services.
Types of BPO Services
There are different types of BPO Services provided to the customer.
Outbound BPO Services
Inbound BPO Services
Web BPO Services
Outbound Services
Customer Survey
Telemarketing
Third-party verification
Information verification
Inbound services
Customer support
Complaint forwarding
Technical help desk
Inquiry handling
Web Services
Order taking
Email support
Chat support
Billing queries
Product promotion
Key BPO Services
E-commerce Support
Software development
Finance and Accounting
Data Entry and Data management
Digital Marketing
Health and Insurance
Sales and Customer Operations
HR and Talent
What is BPO Customer Service
The main responsibility of the BPO Services is to provide good Customer Experience. Good Customer Experience is achieved from Good Customer Service.
This is possible only with high-class service and resolution provided to the customers.
The BPO industry focuses and increases the Customer Satisfaction level to promote the company’s products and services.
The BPOs constantly try to deliver world-class customer service by incorporating different customer-friendly techniques. Thus delivering a good Customer Experience.
Customer Service in BPO is all about providing good support and handling customer queries.
These queries may come via
Email
Phone call
Chat
Social Media Platforms
Handling customer queries in real-time using the tools available is the core job of the Customer Care Executive.
Good Customer Service enhances good customer experience which in turn leads to an increase in revenue for the Companies.
This Good Customer Service is created by
Positive Interactions
Timely Resolution
Alternate Options
Correct Information
Complete Information
Extra mile initiative
Importance of Customer Service
Customer Retention
Based on the positive interactions, customers remain connected with the company. This helps in the growth of the company leading to increased sales of products and services.
Gain more customers
If customers are happy with the good customer service in BPO, they tend to pull in other customers as well.
Positive impact on customer service leads to customer Retention. At the same time, it draws more and more customers. This gives an edge over the competitor company.
Real-time resolution
All customers expect resolution instantly. They need resolution within a single contact without having to contact repeatedly.
This is the First Contact Resolution (FCR).
Gain Customer Loyalty.
Customers remain connected with the company and keep coming back again and again. This is critical for a business to grow and succeed. Thus increasing Sales and revenue.
Positive Word of Mouth
Loyal customers help to get a larger customer base by spreading good word of mouth to their relatives and friends.
Steps to improve Customer Service
First Call Resolution
Proper Training
Reduce Wait Time
Customer Survey
New Hire Orientation
First Call Resolution (FCR)
Every BPO focuses on the most important metric – FCR. FCR stands for First Call Resolution. Issue of the customer to be resolved on their first connect.
Without the customer to follow up repeatedly to get the resolution.
Proper Training
Customer Care Executives who are also known as specialists or representatives should be well-trained.
Trained both in product and process, along with soft skills training.
This increases good communication skills and strong product knowledge which would result in FCR and a good customer experience
Reduce waiting time.
During high call flow, the call is likely to be in the queue before it gets connected with the representatives.
Customers hate to be in a queue.
Proper tools should be provided along with precise monitoring to ensure less waiting time. decreases.
Customer Survey
After, the end of each interaction, the survey is sent out to the customer. These surveys are nothing but feedback and opinions which would further enhance customer service.
New Hire Orientation
Training should be planned in such a way that it includes training by trainers and experienced representatives. This gives a clear and exact picture of the call scenario and how to handle those scenarios.
Live call barging, along with buddy-up sessions should be arranged for New hires.
KPO
KPO stands for Knowledge Process Outsourcing
Knowledge Processing refers to creating and distributing the information gathered.
KPO refers to the outsourcing of information-related activities. These include identification and collection of data information. Post which they are mined and researched to gather insights which are actioned.
It focuses on the organisation’s knowledge-based services like education, health and insurance.
It requires advanced analysis and technical skills along with high degree of expertise.
Functions of KPO
The functions of KPO help to improve the way, the business runs.
Meet customer demands
Provide operations efficiency
create customized solutions
TOP KPOs
TCS
WNS
Concentrix
Wipro
Genpact
Deloitte
Advantages of KPO
KPO services include experts who offer their experiences for both the growth of business and their customers.
It is Cost effective
No separate infrastructure is required. The organisation does not have to bear the operations costs
Focus on core Functions
Allow organizations to focus on their core functions by outsourcing these non-primary functions
Resource utilization
Organisations do not have the burden of resources and training as they are done by the third-party vendor
Sourcing Talent
Organizations have the option to outsource to the best KPO company that hires new talent. Thus these organisations collaborate with more skilled and knowledgeable professionals around the world.
BPO Vs KPO
Conclusion
BPO services is important to achieve good customer service. Good Customer Service leads to Good Customer Experience. It also creates good customer satisfaction.
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