BPO Voice Process

Key Responsibilities:

1. Customer Support (Inbound/Outbound):

• Handle incoming calls from customers with professionalism and courtesy.
• Make outbound calls to customers for feedback, promotions, reminders, or issue resolution.
• Address customer issues related to products, services, orders, payments, billing, technical support, or general inquiries.

2. Issue Resolution:

• Identify customer needs effectively and offer appropriate solutions.
• Provide accurate information in a clear and concise manner.
• Escalate unresolved or complex issues to the appropriate department or team lead.

3. Documentation & CRM Updates:

• Accurately log call details, issues, and resolutions in the CRM or call management system.
• Maintain up-to-date knowledge of company policies, products, and service procedures.
• Follow call scripts, compliance protocols, and quality standards consistently.

4. Process Adherence:

• Meet or exceed performance metrics such as call quality, handling time, first call resolution (FCR), and customer satisfaction (CSAT).
• Follow all standard operating procedures (SOPs), guidelines, and security protocols.
• Adhere to schedules, break timings, and productivity goals as set by the supervisor.

5. Communication & Coordination:

• Coordinate with internal departments when needed to resolve customer issues or gather information.
• Maintain professional communication with customers across various cultures and regions.
• Provide regular feedback on recurring customer issues to help improve service delivery.