Balancing today with the priorities of tomorrow is a struggle. Nowadays BPO call center sector is at the boom and its market worth has increased over time with the services it offers. BPO and call centers are many times used as synonyms for each other but in reality are different. Talking about BPO; it works for big organizations and performs the tasks assigned by businesses that are charged accordingly for the services they avail. Benefits outsourcing provides are reducing overall expenses for companies, looking over recruitments, offering RPO, KPO, LPO services etc. While for the call centers, these companies handle only the client dealing part over phone calls like complaints coming over calls etc. Talking about the effectiveness and growth of a call center, it can be determined by judging over criteria like performance, service, and turnover.
Recently, we got to see an increased trend in working with BPOs and many youngsters seem to be moving towards call center sector with great enthusiasm. Call centers can be called the subset of BPOs. Interestingly, it is true to recognize a call center as BPO but a BPO office cannot be considered as just a call center. This marks the basic difference between the two. The BPO call center companies cater to look after manufacturing products to providing customer care for the organization it works for. Here we have qualities that these companies look for while hiring agents:
Every company wants its employees to carry a positive attitude towards the work. Carrying a positive outlook is said to increase the efficiency of working and even increases the possibility of better results. The more happily one works is the better productivity company attains.
Good listening skills
Since, in BPO call center companies the main operations are calling, dealing with customers and solving their problems, it is important to have good listening skills. The better listener you are is the better orator you become to solve queries easily.
Every company looks for employees who are multi-tasking. You have to be a multi-tasker and capable enough to work within deadlines and with efficiency. In call centers, deadlines matter a lot and you have to work amid it with bringing positive results.
Running away from responsibilities and problems would nowhere be tolerated. These companies look for candidates who possess a problem-solving attitude and who are creative enough to solve customer’s problems with ease.
Experience in computer
BPO Call Center Companies look for employees who are computer-friendly and those who know some basic computer applications like MS Word, MS Excel, PowerPoint, etc. Many call centers even have recording system available on their computers.
These organizations are majorly open 24/7 and work on a shift basis. You have to be ready to work in flexible timings to survive in this industry. Working here is a bit stressful so, you have to be patient to deal with situations. The more patiently you deal with customers and their queries, the easier becomes to sustain in this sector.