In this era, digital channels like live chat, social media, etc. have drawn the attention of 71% of customers. This factor is indirectly telling that traditional channels such as telephone, email, etc. have been outclassed.
Digital channels are getting so much preference because business process outsourcing companies are trying to rectify every loophole of these platforms. On the flip side, traditional channels aren’t getting that much attention.
With all due respect, we want to say to BPO firms to give equal attention to all the support channels. This is so because if customers stop preferring one medium to avail support service, it doesn’t make that channel obsolete.
Besides, customers often opt for that channel where they can get the best possible support service. Therefore, if BPO firms start rendering the same level of support service across all the channels, the equal footfall of customers on every platform is more likely to happen.
It is paramount for BPO firms to eradicate all the ambiguities in order to let voice channel regain its place in the hearts of customers.
Do you want to how BPO firms can take the voice channel on the first position? Take a gander at the following ways that would impress you for sure:
1. Encourage agents to give their best
To keep any support channel in the dominating position, it is imperative to ensure that diligent agents handle customer service queries. If support agents give their best, it wouldn’t be difficult for business process outsourcing companies to keep the voice channel on the first position.
In addition, if support agents push their limits so as to lift the CX levels, there is a high possibility that customers every time may prefer voice channel to avail the desired resolutions.
Here are a few suggestions that would help support agents to win customers’ hearts:
- Welcome customers to share their problems at the start of the conversation.
- Show empathy to reassure customers.
- Put the full focus on listening.
- Take the permission of customers before putting the call on hold.
- End the call after confirming that customers are satisfied with the provided solutions.
2. Offer top-notch speech training
In order to live up to clients’ expectations, BPO firms invest money with other resources to make agents familiar with all those tools that could help to deliver the best possible customer service. From the business’s point of view, this move should be hailed.
As far as voice channel is concerned, customers always wish to have an effective conversation with agents. Whenever agents fail to converse properly, the CSAT score gets decreased significantly.
Are you wondering why support agents fail to communicate effectively during the customer interaction? The two most cited reasons behind that are ‘Different accent’ and ‘High speech rate’. To prevent unnecessary issues and lift agents’ speaking skills, it is necessary for BPO firms to provide top-notch speech training.
Another benefit of providing speech training is that agents could use call scripts without sounding impersonal. Consequently, this can lift the CSAT score, which, in turn, leads to the bolstered brand image.
3. Cut the average hold time
In this modern era, customers are getting attracted towards the digital channels such as live chat, social media, etc. because these offer prompt resolutions as compared to the traditional support mediums like voice and email.
To make the voice channel more preferable, it is vital for authentic business process outsourcing companies to cut the average hold time as much as possible. Of course, we aren’t suggesting to compromise the quality of customer service as we just want to say that queries should be solved faster.
Here are some crucial tips to decrease the average hold time:
- Provide proper training so that support agents don’t face any issues while using modern technology.
- Superfluous questions should be removed from the call scripts. This will help agents to find the appropriate answers quickly, which, in turn, leads to faster resolution.
- Workforce management (WFM) software should be implemented in order to know whether the available support agents are competent enough to handle customer service queries or not.