You cannot make everyone happy – this stand truer for the answering service than any other call center services. Agents at the phone answering desk may try their best to interact and solve the problems of the customers in the best possible way. But there will be those customers that are really sore with your business. They will make those aggressive calls at your inbound call center desk. While some of these calls may be deliberate and done with a purpose to rattle cages, there are still many who are not happy with the BPO agents. Call centers have a field day handling such callers and though they have become a part of their jobs now, such calls manage to leave one shaken. Let’s look at some industry-recommended tips to help agents to deal with aggressive calls.
Forced Continuity gets a bad rap. Usually because of Hidden Forced Continuity in which the terms of the continuity program aren’t clear. What happens is the customer signs up to a continuity program without knowing it. This is actually very illegal.
Probing questions can be a two-way sword. They are necessary to find out what your caller’s issues are, and supervisors usually like when you ask them. But they also tend to make your talk time go up, because it opens the door to the caller telling you his life story, hoping that you will glean the information you need from his tale of woe. As interesting as these stories may be, they do not help you get your job done. You have to become efficient at getting the caller back on track.
I learned another way this time, I learned that one bus turns left, but to watch before he turns, get off, and walk 2 blocks and wait for another bus. My friend Karina, she’s the one I’m staying with, has been very helpful in telling me what buses to take. Then when I am in the real world doing it, it makes mores sense, and I have made a couple errors, but I know to get off and start over, or get a cab to the proper bus stop if I’m running late. I am to call Karina if I am ever lost, but that is hard to do here with all the support.
Another way to earn money from your house is to become a freelancer. If you are skilled in writing, web designing or programming, you can do special projects for clients. You typically get paid once the project is completed. There are also several work opportunities from home if you want to work as a personal virtual assistant or a V.A. As a paid virtual assistant, you will be doing tasks for clients that can be done through the internet, phone and fax. Virtual assistants get paid by the hour.
If you look at what division most companies outsource, it is almost always their customer support. The Call Center job was very popular and sought after job in places like India when it just started. Businesses forward their number to call centers near Tijuana, Baja California in India – when a customer calls, their call would be forwarded here and a rep from India would answer on behalf of the company. They would also extend any support services that may be required.
Okay, it doesn’t quite work that way, which is why you need to do it the right way. You can actually try a job in collections. You can help companies collect on their debt for a portion of the amount you collect. You can do this right from your home. This is something you don’t have to have special equipment for. You just need a telephone and a computer to keep track of everything with. You also need to have some standards in place that keep you within the laws when collecting.
Vision: This is not a tangible quality like the rest of the lot. However, it is as important. The vision of the call center you want to hire has a lot to do with what kind of a service it is going to do for you. Their vision provides an insight about where they want to see themselves in the business process outsourcing industry. You cannot bracket yourself with a BPO unit that lives in the moment, with little or no plans to make it big. Such a firm generally is not keen on organized progress.