IntouchCX Non Voice Process Associate Interview Questions and Answers

BPO stands for Business Process Outsourcing.

• It involves contracting out specific business processes to a third-party service provider.

• Common BPO services include customer service, technical support, and back-office operations.

• BPO is often used to reduce costs and improve efficiency.

• Examples of BPO companies include Accenture, IBM, and Infosys.

Customer service is the act of providing assistance and support to customers before, during, and after a purchase.

• Customer service involves actively listening to customers and addressing their needs and concerns.

• It includes providing accurate information about products or services, handling complaints and resolving issues, and ensuring customer satisfaction.

• Examples of good customer service include responding promptly ...read more

Handling angry customers requires active listening, empathy, and a solution-oriented approach.

• Remain calm and composed

• Listen actively and empathize with the customer's frustration

• Apologize for the inconvenience caused

• Offer a solution or alternatives to resolve the issue

• Follow up with the customer to ensure their satisfaction

• Avoid taking the customer's anger personally

• Maintain a positive attitude and professional demean