Ever since customer experience became a priority for
businesses for growth, BPOs have grown significantly. The progressing BPO industry marks the importance of
customer service for the growth of business. No wonder it’s a thriving industry
and constantly pushing boundaries of progress. Since the 90’s, the number of
BPOs has grown by leaps and bounds.
From a career perspective, with increasing number of outsourcing companies, job opportunities in the industry are increasing as well. Now you not only have the role of customer service agent but senior management roles too, where you can play a significant role in strategic management and growth of a call center.
While many still think strong communication skills is the only skill to pursue a career in BPO. But it can’t be farther than the truth. Communication skills is the most essential skill for a progressive career in the BPO industry, but that’s not all.
Here are four other essential skills for a lucrative career in the industry.
1. Analytical skills –BPO Associates are expected to have good analytical skills as they are often required to monitor and measure certain metrics be it customer surveys or internal team performances. Strong analytical skills will also help you resolve bill and other number-related customer queries, making you faster and efficient at your job.
2. Attentive listening – Customer service involves listening to customer queries and problems patiently. Unless you hear your customers out attentively finding the best solution for them might be as challenging for you as it is for them. As a BPO associate, this would be the last thing you would want to have.
3. Empathetic – Customer service requires you to put yourself in your customer’s shoes and feel their pain. The more empathetic you are, the better you will understand your customers’ problems and faster you will try to resolve them.
Computer skills – The whole BPO industry runs on strong internet
and computer connection. Most of your tasks will happen on computer systems. If
you’re in a customer service role, you might work with a headset and larger
screens. You should be adept at troubleshooting small computer issues on your
own and must have proficiency in working with computers.
Lastly, you should have the ability and patience to hold long conversations with customers. Typically, a conversation with a customer takes about 3-4 minutes, but in extreme cases it can extend up to an hour. You should have the patience to talk for a long time and comfort the customer.
Further, self-confidence, clarity of speech, and ability to keep your head cool under all circumstances will take you a long way in a BPO career, says Ashish Kumar, Veteran BPO professional.
In conclusion, the BPO industry is becoming stronger. Though good communication skills are important to start a career in BPO, you will need more skills to chart a progressive career in the industry. Good communication skills will take you as far breaking into a BPO other skills will push you forward. More importantly, you will have the opportunity to earn those incentives.