"Thank you for calling (Company X), this is Clark... your superman for today. How can I save you?"
What's your creative opening spiel? Let us know in the comments.
Use AER in your calls. It is a simple technique that can have a big impact on your customer service skills and the overall customer experience.
So what is AER? It stands for Acknowledgment, Empathy, and Reassurance. It is an important technique that BPO employees can use to improve their customer service skills.
Acknowledgment: When a customer calls in, it is important to acknowledge their concerns and let them know that you are listening. This can be done by saying something like, "I understand that you are frustrated" or "I can see why you are upset."
Empathy: It is also important to show empathy for the customer's situation. This means putting yourself in their shoes and trying to understand how they are feeling. This can be done by saying something like, "I would be frustrated too if I were in your situation" or "I can see how that would be upsetting."
Reassurance: Finally, it is important to reassure the customer that you are there to help them. This can be done by saying something like, "I'm going to do everything I can to help you" or "I'm confident that we can resolve this issue."
By using AER, we can build rapport with customers, resolve customer issues more quickly, and improve customer satisfaction.
Relate ba kayo dito mga bayaning puyat?
While speaking English fluently is a basic requirement for most BPO jobs, it is not the only factor that will determine your success in the industry.
Here are some other skills and qualities that will help you to succeed in BPO:
✅Communication skills: BPO workers need to be able to communicate effectively with both clients and co-workers. This includes being able to speak clearly and concisely, as well as being able to listen and understand what others are saying.
✅Problem-solving skills: BPO workers often face challenging problems on a daily basis. They need to be able to think critically and creatively to find solutions to these problems.
✅Attention to detail: BPO workers need to be able to pay attention to detail and avoid making mistakes. This is especially important when working with sensitive customer information.
✅Teamwork skills: BPO workers often work as part of a team. They need to be able to collaborate effectively with their co-workers to achieve common goals.
✅Adaptability: The BPO industry is constantly changing. BPO workers need to be able to adapt to new technologies and processes.
✅Customer service skills: BPO workers often interact with customers directly. They need to be able to provide excellent customer service and resolve customer problems in a timely and efficient manner.
If you have the skills and qualities listed above, you will be well on your way to success in the BPO industry. Even if you are not a native English speaker, you can still succeed in BPO if you are able to speak English fluently and have the other skills and qualities that employers are looking for.
Let's go back in time. 🕹
Knowing when and how Business Process Outsourcing (BPO) started is important for a number of reasons. It helps to understand the history of the industry and how it has evolved over time here in the Philipines. This can be helpful in understanding the current state of BPO and the challenges and opportunities that it faces in our country.
As the BPO industry continues to evolve, it is important to stay informed about the latest trends and developments. This will help businesses to make informed decisions about how to use BPO to achieve their goals.
BPO vs Call Center? 👀
Are they just the same? If they are not the same, what differences they have?
BPO and call center are often used interchangeably, but they are actually two different things.
✅ BPO stands for business process outsourcing. It is a practice where a company outsources its non-core business processes to a third-party provider. This can include a variety of processes, such as customer service, technical support, accounting, and human resources.
✅ Call center is a specific type of BPO that focuses on customer service. Call centers typically handle inbound and outbound calls from customers, but they can also handle other forms of communication, such as email and chat.
