It’s time for the telemarketing calls to move on. It’s also time for the customer service to be conducted only through voice calls. Social media networks are the new media for inbound call center agents. We have written about this topic a number of times. Let’s look at why Twitter promises more to the BPO than the other options like Facebook or MySpace. To begin with, Twitter is short and precise. In just 140 characters, the customer has to really keep it down. If they are posting complaints, issues or questions, they have to be direct. It becomes for the call center agent to answer these questions fast and also cover more questions in the process.
Twitter isn’t just for people to tweet to your brand for your BPO agents to answer them. Tweets are also public. Customers often discuss your brand on Twitter. Your call center agents have to monitor that. When you are monitoring the activity on this micro-blogging platform, you know that people are talking about your company. When the need comes, your customer service agents can step in and answer questions. They can offer solutions to problems even when they are not directly addressed to the brand. Such proactive methods of reaching out to your customers will be extremely beneficial for the company as a whole. You will also earn some brownie points from your clients.
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