What we miss to notice is that a Bpo Service provider often has to handle critical cases and irate customers. People who call on the outbound call center are generally customers who are facing some or other issues with the company’s products or services. They are angry and speak harshly or behave rudely and are in want of immediate answers, which at times is not possible. This may irate them further and heat up the conversation. Handling such situations are difficult but outbound call center services need to learn the tricks to calm them down.

1. TAKINGCAREOFGENUINEGRIEVANCE
Corporationsoftenmisstheirservicecommit-
mentsbyahugemarginthatbalancingthem
becomesaproblem.Evenwiththehelpofthe
mostexperiencedoutboundcallcenterout-
sourcingstafftheyaren’tabletohandlethe
issues.Thisisperhapsthemostimportantcase
amongthediscussedcasesinthisarticle.
DEALINGWITHTHEOFFLOADER
Callersareofdifferenttypes.Underthis
categoryyouwillfindcallerswhodonot
haveanylegitimatepurposetomakea
call.Theymostlyhaveexperienceda
personalstrainforwhichtheywould
expresstheirgrievancesagainstthe
enterpriseanditsstaffmembers.They
oftencreateasceneoutoftrivialoftencreateasceneoutoftrivial
matters.
HANDLINGANOFFENSIVECALLER
Notallcallerswillhaveagoodlanguage.
Therewillbesomewhowouldhurl
abuses.Theygenerallyarehighpitched
andalwaysangry.Buttheinterestingfact
isthatmostBpoOutsourcingCompanies
wantstoreceivecallsfrom thesetypesof
callers.Undertheprovisionwherecompa-
niesareendowedtoprotecttheiremployniesareendowedtoprotecttheiremploy-
eesfrom clientabuse,thesearetheonly
callsofferthem theopportunitytotermi-
natethecall.
CERTAINTHINGSTOREMEMBER
BpoOutsourcingCompaniesinDelhishouldtraintheir
tele-callingagentsproperlytopickandanswercustomer
callers.Theyshouldbeverycarefulwhilehandlingcases
ofiratecustomerswholistenslessandspeaksmore.
• Thefirstandthemostimportantstepistolisten
actively.Listenandnotedownhisgrievances.Startthe
conversationwithaneutralstatement.
•• Don’tinterruptyourcustomers.Letthem explain
theircaseandpourouttheiraggression.
• Makealwaysuseofpersonalpronounslike“I”as
muchaspossible.Limittheuseof“we”aslessas
possible.
•• Say“Yes”whenevernecessary.Customersfeelhappy
whentheygetpositivereviewsinordertogettheir
problemsresolved.
WhatwemisstonoticeisthataBpoServiceprovideroften
hastohandlecriticalcasesandiratecustomers.Peoplewho
callontheoutboundcallcenteraregenerallycustomers
whoarefacingsomeorotherissueswiththecompany’s
productsorservices.Theyareangryandspeakharshlyor
behaverudelyandareinwantofimmediateanswers,which
attimesisnotpossible.Thismayiratethemfurtherandheat
uptheuptheconversation.Handlingsuchsituationsaredifficult
butoutboundcallcenterservicesneedtolearnthetricksto
calmthemdown.
IfyouhappentobeapartofanIndianBpoordelivertrainingsatacallcenter,
thisarticleisgoingtobehelpfulforyou.Herewewillrevealsomeofthetricksto
criticalcasesofgrievancesanddifficultcustomers.So,makesureyoureadtillthe
endandemulateourmethodsintoyourprofessionalcareer.