Live chat is fast becoming a leader in BPO customer service. We live in a digital landscape, where people prefer to text than talk. So, with that in mind, here are 15 top live chat tips to help you deliver superior online service. 1. Introduce yourself by name Names add a much needed human touch to a distant, electronic interaction. Let the customer know you’re a real person – not a bot. 2. Use a typing indicator That way, the customer knows you’re there and responding in real-time – rather than being left wondering whether you’re still actively engaged in…
Author: Career Planet
In a live chat conversation, you can’t rely on tone of voice or facial expressions. You’re left with words alone, so you need to choose them wisely. In fact, the difference between great customer support and a sour service experience can be as small as the difference between ‘why didn’t you try’ and ‘have you tried’. Some innocent-seeming phrases are inflammatory, and fan the flames of customer irritation. So, what common customer support sentences are better left unsaid? We outline the top ten things you should never say in a live chat conversation. 1. It’s not my/our fault Translation: It’s your fault/…
First impressions are important. But saying goodbye is the final impression you make in a conversation, and it matters just as much. It’s a lesson that all live chat operators would do well to learn: how you close a session counts. Say too little and you snub the customer; say too much and you annoy them. With that in mind, here are 3 simple steps to saying goodbye successfully via your live chat session. 1. Be attentive Has the customer got all the information they needed from the chat? Have you provided them with enough detail? Is there anything else…
Unlock your potential! It’s time to Level Up! Ucademy is a leading accredited learning and development solutions provider in South Africa, creating access to skills, qualifications and learning opportunities for individuals and organisations. We contribute to our clients competitive advantage by equipping their staff to level up through skills development. WORKPLACE ORIENTATION Understanding the world of work Assessing and developing work readiness competence Finding, securing and sustaining purposeful employment Gearing for BPO career opportunities LEARNING CONSULTING SERVICES Manage learning and development functions and processes Develop and manage skills development strategies Enable performance Design learning experiences Drive learning transfer Measure learning…
Clint Crowster is the kind of entrepreneur who lives by what he teaches, and who dedicates his life to developing talent and sharing the secrets of his business success. In his new book: SUPER FIRED-UP & FOCUSED Clint tells the story of his journey from being retrenched as a call centre agent to becoming the CEO of his own successful company, AskOsca. After being notified about his retrenchment, Clint decided to start his own contact centre business. It was a big jump to move from a secure and comfortable monthly salary – to not knowing what each month had in…
Which of these suits you best? INBOUND PROCESS OUTBOUND PROCESS Enquiries Sales Reservations Surveys Customer Care Database Enrichment & other Data Services Customer Experience Lead Generation Order Taking Promotions & Activations Technical Support Hotline Contract Selling Event Coordination Appointment- Setting KNOWLEDGE PROCESS FINANCE & ACCOUNTING PROCESS Data Analytics Virtual Fractional CFO: Auditing & Financial Repository Market Research Services Controllership Business Research Services Back Office: Accounting Close Financial Reporting Valuation & Fairness Opinions Back Office: Account Receivables Reputation Management Back Office: Account Payables Patent Research Services Back Office: Cash Reconciliation Business Operations, Support, Analytics & Management Back Office: Payroll Editorial…
Job interviews can be stressful – even for those who have lots of working experience. Most people experience some level of stress just before the interview day. The only way to be calm is to be prepared. Here are a couple of tips we offer candidates for their journey into finding the ideal job: Pre-interview preparation Know the job and the company you are interviewing for. Research the company and the position well before you arrive. Understand their values, what they do and the background to the organisation. Don’t ask questions that you should already know the answers to. Study…
Some companies keep their business services in-house while others choose to outsource certain processes to external providers. These services can include payroll, accounting, telemarketing, data recording, social media marketing, customer support, and more. A career in BPO could include anything from customer care and sales, to complex analytics and high-end business processes. Here is a breakdown of the main types of business services handles by contact centres. INBOUND PROCESS OUTBOUND PROCESS Enquiries Sales Reservations Surveys Customer Care Database Enrichment & other Data Services Customer Experience Lead Generation Order Taking Promotions & Activations Technical Support Hotline Contract Selling Event Coordination Appointment-…
NQF 2: National Certificate: Contact Centre Support NQF 2 (QUAL I.D: 71490) Offered by: This qualification serves as the entry qualification into Contact Centre operations and management and is designed to enable learners to work as Contact Centre Agents. Learners will attend 40 days of training over a twelve-month period and will gain practical exposure in the WNS call centre environment. Learning programmes covered in this qualification include: Learning programme 1 Orientation to Contact Centres Learning programme 2 Occupational Learning Learning programme 3 Numeracy Skills Learning programme 4 Service Excellence Learning programme 5 Problem-Solving Skills Learning programme 6 Business…
This qualification is intended for people who already work as Business Process Outsourcing agents or who wish to join the Business Process Outsourcing industry. The qualification provides an introduction to Business Process Outsourcing operations and will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service. Learners will be provided with competencies to handle both inbound and outbound interactions/traffic, within different types of operations of Business Process Outsourcing. The qualification develops skills in the use of various communication channels e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters. The qualification…