Client is experiencing some problems with its BPO in terms of dissatisfied customers. How would you identify the problems in the call center? Suggest solutions

Question

Accepted Answer

Identifying problems and suggesting solutions for dissatisfied customers in BPO call center.

Conduct customer satisfaction surveys to identify specific issues
Analyze call recordings to identify agent behavior and training needs
Review call center metrics such as average handle time and first call resolution
Implement additional training for agents on customer service and problem-solving
Improve communication channels between agents and management for issue escalation and resolution
Consider implementing a quality assurance program to monitor and improve agent performance

Client is experiencing some problems with its BPO in terms of dissatisfied customers. How would you identify the problems in the call center? Suggest solutions

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