BPO Inbound Voice Process

Key Responsibilities:

1. Customer Interaction

• Handle inbound calls from customers professionally and courteously.
• Understand customer queries and provide accurate information or solutions.
• Assist customers with product/service inquiries, order status, billing issues, technical support, or general questions.

2. Issue Resolution

• Listen actively to customer concerns, troubleshoot problems, and offer appropriate resolutions.
• Escalate unresolved issues to supervisors or relevant departments as per process guidelines.
• Follow up with customers when necessary to ensure satisfaction.

3. Documentation and Data Entry

• Accurately record customer interactions, inquiries, complaints, and resolutions in the CRM or call management system.
• Update customer profiles and maintain detailed logs of issues and actions taken.
• Prepare reports on call trends, customer feedback, and process improvements.

4. Quality and Compliance

• Adhere to company policies, quality standards, and regulatory requirements.
• Maintain confidentiality of customer information and comply with data protection guidelines.
• Participate in training sessions and quality audits to improve service standards.

5. Team Collaboration

• Work closely with team members and supervisors to meet daily targets and service level agreements (SLAs).
• Share feedback and suggest improvements for process efficiency and customer experience.
• Maintain a positive and professional attitude in a fast-paced work environment.

Required Skills and Qualifications:

• High school diploma or equivalent; bachelor s degree is a plus.
• Excellent verbal and written communication skills in the required language(s).
• Good listening skills and the ability to handle challenging customers with patience.
• Basic computer skills and familiarity with CRM software or call management tools.
• Ability to multitask and manage time efficiently.
• Problem-solving mindset and attention to detail.
• Flexibility to work in shifts, including nights, weekends, and holidays if required.
• Positive attitude, willingness to learn, and team player mentality.