How the customer experience of every company is, tells a lot about the rapport of the company in front of the public. For those of you wondering how here is the answer. Satisfied customers are like your advocates and marketers, they praise and defend your brand wherever they go.
However, if the customers are not satisfied with the opposite of this happens. Surely, no business wants that to happen. So, here is how you can improve the customer experience. Doing so is essential as these efforts will lead to customer loyalty, retention and in turn higher revenue.
The body language even if not visible to the caller makes a lot of difference. So, try to keep a smile constantly on your face while you are on the call. This will make a difference to your voice and the vibes.
Slouching will definitely leave an impression on the caller that you are disinterested in conversing with him. So, while on call, stay active, show them your interest in the conversation and that you are willing to help them.
Nodding is another way of reassuring the caller other than saying it with your mouth. However, while on call the agents of reputed bpo outsourcing companies should nod while speaking yes. This will just amplify the degree of your responsiveness and attention to the caller.
Welcoming every caller with a nice quote is mandatory. So, try to sound very polite when you pick a call. Tell the caller your name and that you are really glad they called. Bpo outsourcing companies should train their agents and also give them certain lines to mug up. So, that whenever they welcome a customer, they sound confident and credible.
You should always thank them for calling you and trusting in the company for resolving their issue. This should be done at the end of the call. So, BPO outsourcing companies should teach their agents the right way to thank the callers. Certain lines can be provided to them for easing the thanking process for them.
Use positive sentences- never use sentences that aren’t positive. Even if you are trying to tell a negative thing, learn the art to tell it positively. Sentences should not have words like, not, no, not possible etc. The BPOs should tell this to the agents at the time of training.
In short, the body language even if not apparent to the caller, matters a lot. Hence, the agents should be checked for certain traits like helpful nature, smiling face, friendliness etc. If the agent will have these traits, it will become easy for him to deliver a great customer experience. Also, the customers should be welcomed and thanked at the start and the end of the call respectively.
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