Scenes City Telesolutions opens first franchise call centre in Grenada.
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What are BPO companies and how do they work?
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A support contact center is an organization providing customer service. The primary goal of the contact center is to provide a seamless experience, which can only be achieved when all staff are trained and engaged in their roles. Staff are trained to be able to resolve the customer’s issue quickly and efficiently.
What do customers want from support contact centers?
Customers want round-the-clock support, immediate access to experts, and a clear understanding of what is covered by their plan. They also want an easy onboarding process and the opportunity to interact with a real person.
Customers want to know they are being heard and they want to know they are being helped. They want to be informed of the status of their issue and they want to feel like they are being taken seriously. They want to be treated with respect and they want to know there is someone they can call when they have a question.
Becoming a successful support contact center is a challenging task and requires many different skills.
The key to becoming a successful support contact centre is focusing on four core areas to ensure you provide the highest level of customer service.
1) Customer Service – Ensure the customer is always content with your support.
2) Product Knowledge – Know your product inside and out so you can relay useful information to the customer.
3) Technical Skills – Have the technical skills to support your product.
4) Customer Success – Embrace customer success and understand how your products can help them save time, money and resources.
Why should I outsource my customer care team?
There are many benefits to outsourcing customer service. First, you can save money by hiring cheaper employees who don’t have the same skill level as your in-house staff. Second, you can hire a team of employees who can work independently, while your in-house staff focuses on other projects. Third, you can improve customer satisfaction by providing a better service and having more time to focus on other aspects of your business.
Contact us today to find out more about outsourcing your customer service.
