Customer Service
A customer service representative (CSR) – also called an agent – is a person who works in a call or contact center and helps customers with their issues. They may do this using a variety of channels, including phone, chat, email, and social media
Customer service representatives (CSRs) play an important role in influencing the customer experience and therefore, organizations should look for the following qualities when hiring them:
- Great listening comprehension skills – Effective customer service representatives (CSRs) don’t just listen to customers, they actually understand what they’re saying, which sometimes means reading between the lines or understanding context. Understanding is the first step to assisting.
- Solid problem-solving skills – Self-service tools are helping customers solve many simple problems on their own, which means the issues that involve customer service representatives (CSRs) have become more complex. Customer service representatives (CSRs) need to be up to the challenge of solving them.
- Strong interpersonal skills – Faced with sometimes frazzled customers, effective customer service representatives (CSRs) remain professional and polite regardless of the situation and if they can take it a step further and build some rapport, even better.
- Reliability – Contact centers are tightly scheduled work environments and the performance of the center relies on everyone showing up and being on time. Chronic no-shows and employees that are late frequently can spell trouble for queue times. Candidates for customer service representative (CSR) positions should have a history of reliability. Customer satisfaction often comes down to how well customer service representatives (CSRs) perform. Organizations that focus on screening, developing and supporting their CSRs are one step ahead in winning in the experience economy.
There are two (2) types of Customer Service Support, Voice Support, and Non-Voice Support
What are a Voice and Non-Voice?
Both the Voice and Non-Voice BPO jobs can provide very effective customer service by providing support for twenty-four hours. Voice jobs may require having good oratory skills and good communication ability in English. The non-voice process may not require excellent oratory skills as the persons working here will not have to interact with the customers directly.
An example of excellent voice and non-voice BPO is the call centers in Delhi which can deliver excellent service in such processes. A detailed discussion of voice-based BPO services and non-voice-based BPO services is made in the following paragraph to make the subject clearer.
What is a Voice Process?
A Voice process consists of two processes which are the inbound voice process and the Outbound Voice process.
Inbound Voice Process
As the name implies, this process handles all incoming calls of the customers, and these calls may be regarding various types of issues. When a call is received from a customer, a customer care representative will try to resolve the issue. The issue can be resolved over the phone instantly or a suitable complaint will be raised. A customer can make a phone call to customer care for certain technical support, or raise a complaint. Also, the call can be made for billing issues or else to know about various offers and plans being offered by the company.
When the call center services executive clears the issues raised by the customers, it can help to sell the products more easily.
Outbound Voice Process
An Outbound process is tougher than the inbound voice process as here the customer care executive is needed to make n call to the customers. The customer care executive has to gain the attention of the customers while making such calls and start pitching for the product. It is important to explain the benefits of the products in a meaningful way that can make an appeal to the customers.
Normally a customer care executive makes phone calls for selling a product and to resolve an issue. Also, the call is made to explain the latest offers made by the company and what benefits are there with the offers. It is very important for an outbound call center outsourcing agency to convince the customers about the benefits of products. The service of a suitable outbound call center is gaining in popularity as it can make a significant drive to earn more revenue.
What is Non-Voice Process?
Unlike the call center outbound, this process does not require receiving or making a phone call to the customers. This process requires the skill for writing or typing and the ability to understand the type of query for making the right processing. This is a very important process for handling customer issues through emails and chat support.
Email support in Non-Voice Process
Email support involves processing a number of information sought through emails and to send a suitable reply. It is very important to know the drafting skills for an email and to send appropriate information in Email support. Though email support does not involve interacting with a customer through voice, it needs to be resolved within a short time.
Email support can be very effective to gain customer confidence by resolving the issues in a systematic way. It can be very unobtrusive and will not cause any disturbance to a customer while it can sell the main points easily.
Chat support in a Non-voice process
Compare to the email support process, the chat support process is much tougher as it requires spontaneity on the part of the customer executive. The executive of call center services may be needed to answer questions of various customers at a time which requires a lot of skill. Normally in such a process, the rate of traffic is higher in the daytime as compared to nighttime traffic.
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