How BPO Can Help You Enhance Customer Service


Customers are the focal point for any business. This points to the fact that your processes need to be planned and executed to achieve maximum efficiency.

When there are multiple users across the organization, it is also important that the process data is updated to reveal accurate status in real time. Not all companies may have the in-house expertise to design and implement such a solution. This is where a good Business Process Outsourcing (BPO) solution can help.

Let us consider the case of a major telecom company in which members of the sales team were situated at various locations across the globe. It was very important to provide a consistent interface so that the team could provide good service to its large customer base. The company partnered with an expert BPO serviceprovider to arrive at a suitable solution.

Impacting Customer Service

The objective of the project was to provide a single point of contact, so that every member of the sales team, irrespective of location, could have a clear idea of the status of each order placed. In turn, this would have a positive impact on the processing time for each order, as well as reduce the number of cancelled orders. End result: A Happy customer!

Steps to Success

To reach the required result, the BPO vendor would ensure the following steps:

  1. Provide a single point of contact to all users at all locations; in this case this meant all members of the sales team who were required to access this interface. There were different types of helpdesks planned with varying levels of complexity depending on the market segment or type of customers to be addressed.

  2. Specify a clear method to be executed for each order. Once the order comes in from the customer, the advisor would check the requirements and process the order.

  3. Handle unexpected situations such as a discrepancy in the order that might require some additional clearances. A team was also provisioned to handle any issues that might have serious repercussions.

  4. The final step would close the order and provide the customer a tracking number.

This BPO solution had a significant positive impact on customer service, indicated by reduction in both cancelled orders and overall failure rate of orders. It also made a positive impact on the revenues of the organization.

To enhance your organization’s customer service, consider the expert BPO solutions provided by experts. HCL Technologies is a leading provider of custom services, deftly bringing IT and engineering service expertise under one roof to solve complex business problems for customers. Leveraging their extensive global offshore infrastructure and network of offices in 31 countries, they provide holistic, multi-service delivery in industries such as financial services, manufacturing, consumer services, public services and healthcare. Their claim to fame is providing sustainable and innovative solutions to even the most complex business problem, thus making them a trusted choice amongst vendors offering BPO solutions.

To know more about the topic please refer to the case study written by the experts at HCL Technologies

 Photo credit: Renato Ganoza

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