December 12, 2022
In this series we explore common industry phrases and explain what they really mean.
Imagine you're a customer trying to figure out how to use a new piece of software, but no matter what you do, you just can't seem to get it to work. Frustrated and at a loss, you decide to call the software company's customer support hotline for help.
On the other end of the line is a friendly, patient representative from a BPO (Business Process Outsourcing) contact center. This is a company that specializes in providing customer service and support to other businesses. In this case, they've been hired by the software company to handle all of their technical support inquiries.
The representative listens carefully to your problem and asks questions to get a better understanding of what's going on. They're proficient in multiple languages, so you don't have to worry about any misunderstandings due to language barriers. After a few minutes of troubleshooting, the representative is able to find a solution to your problem and walk you through the steps to fix it.
Thanks to the BPO contact center, you were able to get the help you needed and are now able to use the software without any issues. And the software company was able to provide excellent customer service without having to hire and train a team of in-house technical support representatives. That's the power of a BPO contact center!
Contact centers can provide a variety of services, including technical support, customer service, telemarketing, and more. They are typically staffed by trained customer service representatives who are proficient in multiple languages and can handle a high volume of calls or other types of customer interactions.
The example BPO above provides technical support for a software company. Customers experiencing issues with the software can call the contact center, where a representative will help troubleshoot the problem and find a solution - often answered on behalf of the brand that has a direct relationship with the customer.
BPO contact centers are a useful resource for businesses that need to provide customer support but do not have the resources or manpower to do so in-house. By outsourcing this function to a BPO contact center, businesses can focus on their core competencies while still providing excellent customer service.
This means BPOs have their work cut out to make operational excellence, good CX and people core competitive advantages to persuade their customers to avoid selecting BPOs based on price alone.
That's something we're not alien to and exactly what MOJO-CX© by TMAC was built to do. Get in touch to chat to an expert.
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