BPOs: creating heroes
“Thank you for calling! How can I help you?”
Every call is important in the field of customer service. The opening spiel of every Business Process Outsourcing (BPO) company provides an immediate willingness and assurance to help customers with their concerns and queries such as bills, sales, orders, troubleshootings and even disputes. Call center agents assist each customer with enthusiasm and passion to make them feel the assurance that their queries would be given immediate attention and would readily be solved. They show courage coming to work with a smile and greeting the customers lively despite their own problems at home or at work.
The positive attitude of the call center agents make them brave and bold, therefore, heroes. They always try to be the Superman or the Wonderwoman of all of their customers. Can you imagine 30 to 40 customers or clients being served by each of these heroes each day? There’s one hero working his ass off to save the day of his customers. Just try to think of a company with 500 call center agents assisting customers in a day. That’s a lot! That’s like 15, 000 to 20, 000 people calling for different reasons.
The Business Process Outsourcing Industry may not be aware of it, but they are actually creating lots and lots of brave and bold heroes – heroes, who, would do and risk everything to make every customer damn happy.