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How do agents of BPO Companies handle Irate Customers?

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Businesses end Customer Interactions.jpgCustomers have always been the strongest base on which the business stands. To lift the longevity of the business, it is significant to keep customers happy and contented. But sometimes product-related issues take place and irk customers, owing to this, the need for initiating support interaction arises.

However, dealing with angry customers isn’t easy as they often don’t listen to what support agents have to say. Furthermore, irate customers cannot be ignored during support interactions as this would not only trigger negative WOM but also result in customer defection.

If industry reports are to be believed, when dissatisfied customers don’t get prodigious solutions, they share their unpleasant support experience with at least 16 individuals. This makes the customer acquisition process more difficult.

That’s why business owners generally avail customer care services from established BPO companies. Here’s how support agents of BPO firms handle angry customers:

1.    By holding the nerve

Dealing with irate customers has never been an easy task because they often don’t agree to listen during support interactions. That’s the main reason why most of the business owners avail customer care services from BPO companies.

To live up to clients’ expectations, BPO firms provide quality training to their support agents so that the best possible assistance could be offered during customer interactions.

BPO organisations’ support agents never lose their composure while interacting with irate customers as they know that it is the best way to handle the whole situation.

Furthermore, support agents let angry customers explain the product-related issues without any intrusion, which as a positive consequence, diffuses the anger of the latter. This results in an effective conversation, which, in turn, leads to the deliverance of amazing support service experience.

2.    By making apologies

Generally, customers get angry after encountering annoying product-related issues and they feel that a company owes them an apology for the caused inconvenience. After initiating support interaction, however, when irate customers see a causal or rude behaviour of support agents, the former is more likely to leave the brand forever. From the business’s perspective, this is awful.

Therefore, BPO companies always make their newly hired support agents understand the value of customer relationships during the training sessions. Because of this, customer service reps try to do their best during support interactions.

Highly trained support agents always make apologies on the behalf of a company at the start of the customer interactions. After empathising with customers, support agents start working on explained issues and come up with satisfactory resolutions. Besides lifting customer experience, this strengthens the business’s reputation.

Thus, if you want to keep your customer base safe and secured, avail services from BPO organisations ASAP.

3.    By providing customised assistance

Last but not least, BPO companies always tell their support agents to give the best during customer interactions. For the same reason, support agents use scripts, CRM system, etc. to provide customised assistance during customer interactions.

This always does the trick because customers often seek better assistance, and when personalised solutions get provided during support interactions then this brings a smile to their face.

Wondering how support agents provide an amazing customer service experience? Here’re some measures that agents employ during customers interactions:

  • Customers are invited to explain issues.
  • Customers get informed first before putting the call on hold.
  • Knowledgebasegets used to wipe out issues from the root.

So, if you want to deliver the best while handling irate customers, get a specialised service provider on board ASAP.

Hi… I am Thea Lewis and I live in Tiverton Devon UK. I like to write Article on various purpose for my professional and personal works. I am working with Go4customer – UK as an Assistant Call Manager and I also rendering my writing services to the company to publish blogs and article. The company is dealing in outsourcing call centre service in all over the world. Our prime locations are India, United Kingdom, United State of America, Australia.

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Top 5 Reasons Why Banks Reject Loan Applications & How You Can Avoid Them When Reapplying

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Top 5 Reasons Why Banks Reject Loan Applications & How You Can Avoid Them When Reapplying

Personal loans are a source of emergency funding for many people. But loan seekers must remember that applications for personal loans may get rejected. There are many reasons for loan rejection, and it is good to know them before applying. A personal loan rejection does not necessarily mean that you are not creditworthy. Understand the reason why you were refused credit loans, and you can easily avoid loan rejection when reapplying.

Here are the most common five reasons for loan rejection –

  1. Poor Credit History

Individuals who borrow and repay loans on time have high credit scores based on their history of repayment. If you have never borrowed before or have defaulted on a loan in the past, this will reflect in your credit score and may get you a loan rejection.

  1. Low-Income Level

Lenders analyze your income records to determine whether or not you will be able to afford the monthly installments. If the bank or the lender cannot verify your income with the information you have given or if they think that your income is insufficient – it may lead to a loan rejection.

  1. Debt to Income Ratio

A high debt to income ratio means that you are already spending a large part of your income in paying off your current debts. This is important, as it helps lenders determine whether you can take on another loan payment or not. People with low debt to income ratio are never refused credit loans.

  1. Living in a Location Where Defaults are High

It may surprise you to know that banks and lenders mark geographical locations where defaulters live. If your address reflects a location where many defaulters live, you could face a personal loan rejection.

What Should You Do Before Reapplying?

In case your loan application gets rejected, don’t worry. For refused credit loans, lenders are obligated to send a notice of adverse action informing the applicant about the reasons for denial of the loan. Here are a few simple steps you should take before reapplying.

  1. Take a Look at Your Credit Reports: Obtain your credit reports online for analyzing your credit history and score. Reviewing your credit reports will help you identify the problems such as late payment or defaults that led to your loan rejection.
  2. Evaluate Your Debt-to-Income Ratio: Taking a look at your current debts vis-à-vis your income will help you understand if you have sufficient income to repay the loan you had applied for. Creditors usually look for a debt-to-income ratio lower than 36% for good creditworthiness.
  3. Discuss the Loan Rejection with Your Lender: After analyzing your credit reports the best thing to do is to talk to your lender. They will guide you about the right reason why your loan application was rejected and how long you need to wait before reapplying.

Author Bio:

Shiv Nanda is a financial analyst who currently lives in Bangalore (refusing to acknowledge the name change) and works with MoneyTap, India’s first app-based credit-line. Shiv is a true finance geek, and his friends love that. They always rely on him for advice on their investment choices, budgeting skills, personal financial matters and when they want to get a loan. He has made it his life’s mission to help and educate people on various financial topics, so email him your questions at shiv@moneytap.com.

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