| Share | | | | a step-motherly treatment at the call centers. They |
| The call center agents have already earned the | | | | were considered poor alternatives to telemarketing |
| reputation of being the best paid employees in | | | | services. With the new age tools appealing more to |
| developing countries. They have the best resources at | | | | consumers than mere phone calls, it’s obvious that |
| their disposal because BPO investors are leaving no | | | | the BPO managers have decided to inculcate them |
| stone unturned to provide them with the same. Now | | | | into the mainstream call center services. Agents, till a |
| the question is how well they will make use of the | | | | few months back, shied away from these tools |
| available resources. Call center services still lack in | | | | because they were not willing to venture into fresh |
| quality and any BPO service expert can vouch for | | | | territory. The coming of the statistics that proved the |
| that. In fact, ask any common person who has called | | | | dominance of social media and websites in the |
| an answering service desk. Very few can recall | | | | consumer market has jolted the lead generation |
| having a good time at the inbound call center | | | | specialists. They are more open to the idea of |
| department. In a way, the quality of the work is the | | | | generating leads through the internet and tapping the |
| only gap that still ensures that domestic call centers in | | | | vast online traffic for revenue. |
| the developed countries like USA and UK still find | | | | This trend among the call center agents is good news |
| work. | | | | for the BPO firms as well as for the clients. The |
| Earning the tag of being the best paid has inspired the | | | | constant complaints against the call center services, |
| call center agents. BPO employees are now | | | | especially the answering service desk, are causes for |
| determined to shed their tag of being no-showers | | | | concern. In fact, many insiders will tell you that the |
| when it comes to quality. The managers and trainers | | | | failure of the inbound call center desk to satisfy the |
| see a renewed enthusiasm in the agents to improve | | | | requirements of the callers is what prompted them to |
| things. Samantha Robinson, who works for an | | | | look for assistance online. Anyway, now that the trend |
| answering service firm as a trainer, says, “We | | | | is fact catching up, having quality BPO service through |
| have noted an increased participation among the | | | | voice and non-voice calls should be something that all |
| agents to improve their skills.” No wonder then that | | | | call centers would like to achieve. Nowadays, because |
| the BPO service insiders expect a spike in the quality | | | | of the stiff competition, it is important to provide not |
| of call center services that they are providing. The | | | | just price cuts, but also quality. If the agents are |
| best part lies in the fact that these telemarketing | | | | enthused about doing that, the industry has every |
| agents are willing to try out new tools and methods like | | | | reason to count blessings and celebrate. And so does |
| never before. | | | | the common caller who’s irritated with mess-ups at |
| Social media and other Web 2.0 tools always received | | | | the phone answering desk! |