Providing a superior customer experience has a direct impact on the revenue of a business. According to Microsoft’s State of Global Customer Service Report, 60% of customers say they have stopped doing business with a brand after a poor customer service experience. Another study confirmed that 58% of customers have higher expectations for customer support than a year ago.
These statistics indicate that customer experience directly impacts revenue and brand loyalty toward a business. Without achieving high customer satisfaction scores, it is difficult for a company to survive in any competitive market.
The risk of losing business due to poor customer service is one of the riskiest propositions for a company. This is why it is crucial for the customer service industry to focus on delivering high-quality customer experiences (CX).
This blog will discuss the top customer service challenges in the BPO industry and five fail-proof ways to improve customer satisfaction in BPOs.
Table of contents
- What Are The Key Challenges That Customer Service In BPOs Face?
- What Are The Ways To Improve Customer Satisfaction In BPOs?
- Final Thoughts
What Are The Key Challenges That Customer Service In BPOs Face?
Managing a BPO with consistently high performance is a challenge for several businesses. Here are the top customer service challenges faced by BPO contact centers:
1. Long hold times
Most BPOs struggle with reducing the hold time for consumers. As modern consumers do not have the patience or the time to wait on hold, it is critical to take adequate measures to reduce the long hold times to improve customer satisfaction in BPOs customer experience.
2. Data silos
Inefficient knowledge management is one of the primary reasons for lower customer satisfaction. Knowledge scattered across storage systems creates data silos, reducing the team’s efficiency.
As businesses continue to generate data on a daily basis, it has become extremely important for customer satisfaction in BPOs to have a solid foundation of knowledge management backing up their customer service operations.
3. Untrained agents
In a dynamic ecosystem like a BPO, untrained or inexperienced agents are not equipped to tackle the high pressure of sky-high customer expectations and tight deadlines. As your agents are the front liners of customer service, it is necessary to ensure they are proficient before being assigned a position on the floor.
4. Outdated customer service tools
Using old call center tools does not help contact centers provide customers with the most effective solutions. As some BPO call centers opt to save on cost and continue using old tools beyond their life, it is a challenge for business performance in the long run.
What Are The Ways To Improve Customer Satisfaction In BPOs?
There are several ways of improving customer satisfaction in BPO industry. Listed below are the top 5 ways:
1. Make information readily available to agents
One of the most effective ways to improve customer satisfaction in BPOs is by making crucial information readily available to your agents for successful problem resolution. You can achieve this by effectively collecting and managing all your knowledge in one centralized repository with easy access on demand.
Creating a single source of truth for all organizational knowledge base eliminates any friction your agents would undergo to dig through files or ask their colleagues for relevant knowledge.
With Knowmax’s intuitive search, your agents can get instant access to the support content they need with a simple keyword input. They can also set specific filters based on content type, categories, and publishing date to access relevant knowledge instantly. This way, your agents can provide fail-proof resolutions to any customer problem.
2. Organize complex SOPs in the next-best action steps
Another important step to improve customer satisfaction in BPOs customer support is organizing complex SOPs into simple-to-understand, guided workflows. By breaking down complex processes into the next-best steps, you eliminate any room for doubt or guesswork in the troubleshooting process.
With Knowmax’s decision trees, you can embed notes, pictures, videos, and links with any guidance step to make the resolution process seamless for your agents. This way, your agents can confidently navigate the flow of the conversation to answer any customer question accurately and timely.
3. Use visual simulators to create immersive customer experiences
Since 65% of average humans are visual learners, using visuals like pictures, GIFs, and videos in your support content boosts problem resolution in one go. In the BPO industry, employing the power of visuals helps agents visualize the exact customer problem on their screens so they can effectively guide customers toward a resolution.
Knowmax’s picture guides allow you to create step-by-step visual guides to simplify a complex problem into an easy-to-consume format. This way, you ease complex processes for BPO agents to deliver seamless support and improve customer satisfaction.
4. Train BPO staff consistently
Training your agents is never a one-time process. It is necessary to continuously invest in the training and development of your support team to improve the level of customer service in the organization.
Knowmax can help you implement an efficient learning management mechanism for your team to stay focused on quality and cost-effectiveness. You can create quizzes and training material for your agents to check their knowledge and provide actionable feedback and appraisals accordingly.
5. Use self-service tools to boost customer satisfaction
Did you know that 67% of customers would choose self-service over speaking to a human agent?
This implies that customers are now self-sufficient and like to take things into their own hands. Self-service also allows customers to opt for the service channel that best suits their problem at their convenience.
By integrating your knowledge base with self-service portals, your customers can access all the help resources without the restrictions of your team’s working hours. This way, they can avail 24/7 support in the comfort of their own homes.
As present-day customers expect self-service options from brands, businesses need to create and adequately index self-service solutions so that their knowledge-sharing strategies can help improve customer satisfaction in BPOs‘ experience.
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Increasing the customer satisfaction score is a win-win for the customer and the brand. With the right contact center tools and the right strategy, BPO call centers can transform how they support their customers and deliver superior customer experiences that surpass customer expectations.