As one of the three major economic drivers in the Philippines, it is no surprise that the BPO industry has attracted more and more job seekers through the years. Its offering of competitive financial benefits, professional growth, and equal opportunity for all has created quite a pool of skilled and world-class call center professionals. For newcomers and career shifters, this may seem intimidating but with hard work and the proper guidance, there is a chance that they too shall experience success.
In order to do so, here are a few proven and tested tips that newbies can use as they navigate their way into the industry.
SPEAK CLEARLY AND ARTICULATELY
Always remember that the way you answer the phone sets the tone of the entire call. When answering a phone call, stick with these basics:
- Pick up the phone within three rings,
- Greet the caller and take note of what the customers address themselves, and
- Give your name and company name and ask how you can be of help.
Speak as naturally as possible. Speaking calmly and naturally has a positive effect on agitated customers.
CLARIFY CLIENT COMPLAINTS
As a customer service agent, your primary duty is to assist customers across different customer service channels such as email, call, and chat. It is important to gain a clear picture of what their issues are before doing anything else. Start with the basic questions to gain insights then follow up with additional questions until you have all the information you need to come up with a solution. Active listening is the key to doing this.
EMPATHIZE, NOT SYMPATHIZE
Let customers know that you are listening to them and will help them along the way. Acknowledge their concerns and reassure them that you will do your best to provide them with the best solution. Do this while maintaining professionalism.
ANALYZE AND DOCUMENT EFFICIENTLY
Be familiar with the software or tools and ticketing systems you are using. This will make documentation easier and can help you provide a quick solution to any issues encountered or queries for clarification. Do not be afraid to ask questions when in doubt. When it comes to tools, it is never safe to assume.
PATIENCE AND POSITIVITY
No matter how hard you try to appease impatient customers, there will always be instances where you would be yelled and cursed at. In this situation, patience is indeed a virtue and you would need a lot of it. Never let your emotions get the best of you. Remember, you need to be calm and composed to handle the customer’s issues properly. Do not take the insults personally and learn to shrug them off after every call.
AIM FOR LONG-TERM SOLUTION
Sometimes it is tempting to go for the easy and short-term solution just to get the call over with. However, what separates a mediocre agent from the stellar ones is the quality of the service they provide. Thus, always strive for the best possible solution. Your customers will see the difference and would appreciate you and your company for doing this.
As a newbie, you will still have a long way to go and a lot of things to learn when working with a BPO company. One thing to remember is to enjoy the experience and to learn as much as you can from your colleagues and even your customers. Always remember: Your attitude determines your aptitude.
MOVE FORWARD WITH FORWARD BPO
Whether you are looking for a job or a company to outsource some of your tasks and processes to, Forward BPO is the right place for you. We offer a variety of services such as customer service, sales, back office support, lead generation, and digital marketing. Contact Us now to learn more!