Business firms, no matter how much their budget is, always think of having someone competent answer the calls of the customers. These calls are not just enquiries, these are business opportunities. When the BPO sector grew in prominence, the business firms realized the potential that was waiting to be tapped. Clients started creating and using hotlines for customers to call for questions related to the products and services of the brand. But having a hotline is not the end of the matter. You have to maintain your call center back-up in the best possible way. Otherwise, your investment will be counterproductive.
When you have a customer service line, customers will call. If you don’t have an efficient BPO team answering those calls, your customers feel betrayed. That’s worse than not having an inbound call center team at all! That is why Helios Outsourcing always tries to keep things efficient at the answering service desk. Our trained agents never let any opportunity slip past. In a way, we create opportunities for lead generation while answering calls. We train our agents to try cross selling and up selling whenever the chance presents itself. Our clients admire our continued effort to generate sales. It’s something that is part of our motto.
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