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Role of Email/Chat in BPO Services
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Posted On :
Sep-16-2009
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Article Word Count :
455
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Traditionally BPO services meant call center agents who called or received calls to promote or sell products and services. Though BPO services have not shifted greatly from the traditional model, it has added a host of other features. Because modes of communication have changed a little in the recent times, BPOs had to accommodate these new forms to connect better with their clients and customers.
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Traditionally BPO services meant call center agents who called or received calls to promote or sell products and services. Though BPO services have not shifted greatly from the traditional model, it has added a host of other features. Because modes of communication have changed a little in the recent times, BPOs had to accommodate these new forms to connect better with their clients and customers. One among these new-age BPO services is email or chat support services.
In the modern age, emails are the preferred mode of communication for most business communications. Clients and customers use emails to connect with the customer services department of business firms providing the products and services. With increased amount of customer care services being outsourced, BPO firms need to have an efficient email support division in place. Customers and clients write in with questions. These can be feedback to the use of products, complaints, suggestions, queries about new products or simply, canvassing for more information. The last type of emails is important because they could be from potential customers or clients.
These emails need a professional and effective handling and processing by the business process outsourcing firm. Customers look for specific information and email responses to them could act like company brochures. A properly answered email speaks volumes about the levels of dedication that a company invests in treating their customers to a pleasant experience. It builds up the brand image of the company. Customers like to feel wanted and their queries to be respected. A half-hearted response from the BPO firm handling this would not only result in a loss, but a repeated failure on the part of the provider to settle these issues will lead to negative word of mouth publicity for the company.
Chat is another area where BPO services firms can reap rich dividends for their clients. Chats are informal modes of communication that allows buyer and seller to interact on a personal level. So, the buyer can ask questions easily and the seller gets an opportunity to pitch in the sales efforts. Chats can help the business process outsourcing firms to pull up the sales graphs considerably because chats are direct communication channels with the customers. The results of a well-processed chat assignment show on the sales charts with immediate effect.
Email and chat support services of a BPO firm has its own importance. It is an emerging mode of communication that can be beneficial both for the client and the customer. But it is still in its nascent stages. It will not be late for this thing to catch up with the more popular telecalling services.
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Article Source :
http://www.articleseen.com/Article_Role of Email/Chat in BPO Services_3233.aspx
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Author Resource :
Alex Carlson is a freelance writer who specializes in content writing and PR work related to the BPO industry. His vast experience in the BPO sector projects the authenticity in his articles related to business Outsourcing, Call Centres and BPO services.
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Keywords :
business outsourcing, outsourcing services, business process outsourcing, call center outsourcing, bpo call centre,
Category :
Business
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Business
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