The low operating cost in offshoring to countries does not equal low-quality workers. We always consider the experience of the agent. In line with this, we look into the agreement on the salary budget of the client.
There are other Southeast Asian countries that offer cost-saving services. But most American companies still prefer the Philippines. This is because of the high mastery of the English language and exposure to Western culture. India also offers cheaper services. But the downside is having heavy accents and idioms that confuse American customers. This is true for both voice and non voice bpo.
The Philippines have a skilled workforce and lower call center pricing. It’s the main reason why it would be better if you outsource here. It’s that simple.
Customers can identify the authenticity of the brand by observing the agent’s tone. Call centers are no longer a mystery. Customers are well aware that agents follow a certain spiel. This is why confidence is important. With confidence, even if there is a script prepared, they can tweak it according to the personality of the caller. Agents can then make a more personal connection and build a more solid ground for trust between customers and your brand.
As an agent, consumers expect them to be pro at listening. Consumers do not want to get cut off in the middle of their sentence. This may lead to misunderstanding and the customer getting offended. Every customer is unique. So is their reason for calling. The best way is to listen to the customer’s opinion. Only then can an agent put forward the benefits of your product.
Have an interest in conversing. These usually end up as a quality call that sells your products. It means that an agent should refrain from verbal tics like “oh” and “ahh”. There are better ways to fill in space. Listen to their surroundings. Here a bark? Ask if it’s their pet. Through simple conversations, customers would feel at ease. The call would not sound so boring and generic. They would feel cared for.
There will be consumers who will counter things your agents say. As a result, they would need to explain without being irritated. This is probably the most tiring part of the call itself. But only through this will you be able to assure customers of the credibility of the agents. Through this, they will be assured that the one answering is fully knowledgeable of the service/product they are endorsing.
Speak slowly. It is necessary to make the person at the other end understand you. Take your time explaining. It is much better to close a successful deal rather than having a fast call but closing nothing at all. Quality over quantity of calls should matter. If you habitually speak fast, try to cut down your speech rate by about 20 percent. This gesture of an outbound telemarketer or service provider will be appreciated by the people at the other end.
This may seem annoying, but it is better to clarify things rather than assume. This is also important especially if the consumer has a lot of questions. Have them repeat their words after telling them that you are clarifying on your end.
Our agents have mastered these tips. This resulted in our clients wanting to extend their contract or make a permanent one with us.
Magellan Solutions is a BPO company with high-quality outbound telemarketing services. You can guarantee the quality of service as our company is ISO 27001:2013-certified and HIPAA-compliant.
At Magellan Solutions, we train our agents to become experts. We make sure that they have the necessary tools, equipment, and knowledge to serve customers efficiently.
Get in touch with us now, and we shall discuss how our company can help your business.
Contact us today for more information.
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