Business Process Outsourcing

The world of Business Process Outsourcing (BPO) much like any other industry has its own set of terminologies or words frequently being thrown around in centers all over the world. If you’re a newbie in the industry or a client looking for a provider, knowing these terms can help you get your point across.

Positive Scripting: Positive scripting pre-defines responses and phrases for service reps to use in order to minimise customer frustration and keep customer communications flowing in a positive direction. Scripting is quite controversial in customer service as many say that it isn’t liked by customers and tends to ignore the unique nature of every customer interaction.

Positive Words:A good starting point is to build a vocabulary of positive words which can be beneficially incorporated into your customer service communications. Let’s now look at how to incorporate some of these words into excellent, positive customer service communications at every stage of the process.

Welcoming Customers It sets the stage for all subsequent communications so it is vital that the greeting is warm, genuine and positive. The importance of identifying the customer service representative by name is well known as this immediately conveys friendliness and a personal connection. Here are a few welcome messages which have been widely tried and tested.