Customer service doesn’t always mean getting billing information or other enquiry details. Sometimes people call the answering service department to resolve serious issues that need a thorough knowledge on the part of the call center agent. For example, if the BPO is handling a tech support project, the agents have to be aware of the domain. They have to know the innards of a CPU well. Since general telemarketing agents will not know such technical matters, call centers hire technicians that double up as agents. They receive calls and resolve the issues of the callers on the first call itself.
There is a simple business sense in recruiting technical professionals for these projects. When the calls made at the answering desk are passed around to get someone capable to answer the call, the callers get frustrated. Their time is valued and the BPO unit has to respect that. That is exactly what happens when you hire technicians as customer service personnel. They resolve the issue immediately, making the caller realize that your phone answering desk is efficient and capable of attending to complicated issues. Clients want this sort of a professional behavior at the inbound call center desk. Call center units, on their part, pay a higher salary to these technicians and get them onboard.
This post first appeared on Call Center Events: BPO Company Enters Training Pa, please read the originial post: here
