Hiring candidate in bpo voice process at salem - Salem

A BPO (Business Process Outsourcing) Call Center Agent acts as the primary contact for customers, handling high-volume inbound/outbound calls, emails, or chats to resolve issues, answer product queries, and process transactions. Key duties include utilizing scripts, updating CRM databases, meeting performance targets (KPIs), and ensuring customer satisfaction.
Key Responsibilities
Customer Support: Handle inbound/outbound calls, chats, or emails in a timely manner.
Problem Resolution: Identify customer needs, research issues, and provide solutions while managing complaints.
Documentation: Maintain accurate, up-to-date records of customer interactions in the CRM database.
Performance Metrics: Meet or exceed qualitative and quantitative targets (e.g., Average Handling Time, Customer Satisfaction Score).
Product Knowledge: Maintain in-depth knowledge of products/services to provide accurate information.
Escalation: Route complex, unresolved issues to the appropriate team members or supervisors.
Required Skills and Qualifications
Communication: Excellent verbal and written communication skills.
Technical Skills: Proficiency in computer applications, including CRM software and data entry.
Soft Skills: Strong problem-solving, active listening, and, multitasking capabilities.
Experience: High school diploma or equivalent; previous call center or customer service experience is preferred.
Flexibility: Ability to work in rotating shifts, including nights, weekends, and holidays.
Common Performance Targets (KPIs)
Average Handling Time (AHT): The average duration of one transaction.
First Call Resolution (FCR): Resolving the issue during the first interaction.
Customer Satisfaction (CSAT): Survey scores based on customer feedback.