The script used by the agents at customer service is very often the reason why they cannot improve the quality of their service. The callers are live voices, and when they choose to speak to a call center agent, they want to interact with a live voice. They get bored and irritated when the BPO agent is not willing to move away from the set script and help them out. That is something that the supervisors in the inbound call center department have to think over. The supervisor can begin by offering the agents more authority to solve cases. When they are heavily dependent on approvals from seniors, they delay the process of solving problems.
As for the agents, customer service is all about interaction. Speak to the callers casually. Make them interested in conversation. Make comments that make them smile. Experienced inbound call center agents know that flattery goes a distance in telemarketing. Make the caller feel important and privileged. At the same time, BPO agents have to careful about what they say. They must not ignore the fact that they are representing a company or a client. When pushing for lead generation, agents are often rude and curt. They try to get directly to the point. But that is the wrong approach. Telemarketing services is dynamic. To succeed, you will have to play by the rules.
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