The business processes are quite extensive in terms of performance and characteristics. There are numerous sections inside a BPO company and each of them offers different services to its clients. Out of a large number of domains, when it comes to a call centre, customers tend to expect that all their queries would be resolved over the phone. But this is far from true. Although there is a long trail of facilities that the communication experts provide, there are also certain limitations to their outreach. For instance, the outbound contact centres are strictly set up to initiate calls from the premise and the inbound call centre aims at responding to the maximum number of calls by effective calling services.
A large population of consumers specifically needs to understand the main role of call answering services. For this purpose, the underneath blog will take you through the areas which are not under direct control of the inbound call centre experts-
Table of Contents
They do not initiate conversations from the premise
Making calls as a volunteer is the job of outbound call centre agents. You cannot expect the inbound call centre operators to call you themselves or revert. They will only respond to a ringing telephone and answer the questions that are asked by the caller. To perform efficiently, the employees make use of high-tech equipment and tools such as Interactive Voice Response, phone answering service, automatic call recording relay and redistribution. Now, going beyond their duty, a rep can also reply to texts, emails, faxes and online FAQs to satisfy the customers.
They cannot provide confidential information
Some consumers walk out of the line and demand private data about the company. This is not permitted by the higher authorities. You can only avail the product information, the history, profile and facilities of the organization, details related to the functionality of goods, offers and discounts on services. Also, there is a restriction on the workforce to give away passwords, login credentials and personal work files to the external sources or buyers.
They cannot respond to personal call invites
The call answering mediums provided to the agents are strictly for professional use. It is against the norms of a call centre that a representative uses the resources for their personal use. Communicating with the relatives, friends or other acquaintances over the phone is not permissible. So, if any of your family members work for a BPO company, do not call them up on the office contact numbers.
They are not permitted to disclose customer details
You cannot expect the call centre operators to provide you with the information of their other customers. The security and safety of a buyer’s data is the responsibility of these employees. Thus, it would be considered as a violation of the company’s rules if an agent promises to hand over the personal details of another purchaser or member of their organization.
They are not allowed to communicate in person
The name of the call centre itself suggests that it has nothing to do with the attending meetings or being present for a conference with the customers. They can, no doubt, fix or schedule the appointments with the concerned authorities but are not allowed to meet them in person. Hence, it is not possible to ask a contact centre employee to personally meet you in order to propose or negotiate a deal. There is only one condition in which you can engage in physical interactions and that is if you are somehow related to the agent.
They cannot violate any code of conduct to pitch clients
The aforementioned points clarify the fact that even after the dedication of an agent and their willingness to walk that extra mile for serving and satisfying their customers, they are bound to stay within their limits. They have to maintain patience and politeness throughout the course of a call, they are supposed to follow the pre-designed sales script and they cannot, intentionally or otherwise, provide the private information to you. Therefore, the bottom is that it is not wise to make unsuitable and over-the-top requests from the call answering specialists when you call up a contact centre.
