Businesses should not compromise customer service to achieve a certain industry standard. A company's line of products and services, and the process in delivering those items in the most efficient manner, are but for its customer and for the business's return of investment benefit.Businesses should not compromise customer service to achieve a certain industry standard. A company’s line of products and services, and the process in delivering those items in the most efficient manner, are but for its customer and for the business’s return of investment benefit.

Customer service is the action a business takes on in fulfilling a customer’s request or need. Prevalent in the industry on both business process outsourcing (BPO) and knowledge process outsourcing (KPO) specific standards do not exist across the customer service industry. Company management determines the customer service practices that are best for the business and the customer.

Hold time

Most outsourced contact centers often cite that their customers to not wait a long time for an operator to answer the phone. Companies say they answer 85 percent of their incoming phone calls only in 15 seconds.

Read related article: Outsourcing Trend: Customer Satisfaction to Customer Loyalty

Issue resolution

It is a must to have a customer’s issues resolved in that initial phone call. If the company or as customer continues in making phone calls to get the issue resolved, the customer’s satisfaction decreases. Depends on the nature of the company’s product or service, more phone calls may be necessary.

Read related article:Call Center as a Marketing Channel

Average Handle Time

Taken on both outbound and inbound call on outsourced call centers, depending on the customer service provided, the average amount of time taken to handle the customer’s phone call may take at around one minute to over an hour. For an order, the average handling time should take to about five minutes. A help desk technician should handle a call at an average of 30 minutes or more.

Read related article: HIPAA Basics

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3 Responses to “BPO Standards for Customer Service”

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