Businesses need to put themselves in the shoes of the customers. If consumers call your technical support or your help desk, it means they are looking for the right reason for the things that have gone wrong along the way.
The recent ATG research study reveals that 30% of customers use three or more channels for a single transaction. Even with the convenience provided by the Internet and the emergence of mobile marketing, data still reveal customers employing the most traditional means – store visit and customer service – for their buying decisions.
While consumers use their computer or cell phone to browse and research about a product or service, they ultimately make purchases in the store or through a contact center representative, study reveals.
Hiring people with impeccable etiquette to man the phones every day is not enough to make your products fly. Nothing wrong with decorum (it is essential), but phone answering agents have to be empowered with skills that can change your customers’ perception about your company.
It has been noted that the Philippine BPO sector increased by 17 percent in 2009, hauling in $7.2 billion in earnings. The industry itself accounted for about 5 percent of the GDP employing more than 400,000 people.