Video: What is back-office support?



Back office support refers to administrative services that don't directly serve clients. 

Despite the fact that these positions don't immediately fall under the category of customer support, they do significantly help streamline and enhance the customer experience.

#onecontactcenter #customerservice #outsourcing #customerexperience #backofficesupport

Comments

Post a Comment

Popular posts from this blog

Seasonal Call Center Tips: Preparing for Peak Customer Service Demands

Image
  E ver y year,  call centers in the Philippines  brace themselves for the inevitable rush of peak seasons. Whether it's the holiday shopping spree or tax season, these times bring a surge in customer inquiries that can overwhelm even the most prepared teams. This article dives into practical call center tips to help you gear up for these high-demand periods. From smart staffing strategies to leveraging the latest technology, we've got you covered. Let's explore how you can turn these challenges into opportunities for providing stellar customer service.   Understanding Peak Seasons in Call Centers Identifying High-Demand Periods Every call center has its peak seasons, often tied to specific industry cycles. For retail, it might be the holiday season, while for tax services, it's the weeks leading up to April 15th.  Recognizing these patterns allows businesses to prepare effectively.  Here’s a quick list of common peak periods: Retail:  November to Dece...
Read more

Awkward Situations in the Call Center and How to Handle Them

Image
  W orking in a call center can put you in some pretty awkward situations. Whether dealing with long wait times, mistaken identity, or repeated issues, these moments can be tough to handle. However, with the right strategies, you can handle them effortlessly. This blog will guide you through some common awkward situations in call centers and offer tips on handling them effectively. Handling Extended Holds Placing customers on hold for a long time can be awkward and frustrating. It's important to manage these situations well to keep customers happy and loyal. Communicating Wait Times Effectively When you need to put a customer on hold, always tell them how long it will take. If you think it might take longer, let them know and offer to call them back. Apologizing and Regaining Goodwill If the hold time is longer than expected, apologize sincerely. A simple, "I'm sorry for the wait," can go a long way. You might offer a small discount or a free service to regain their g...
Read more

Handling Crisis Calls: Training Agents for High-Stress Situations

Image
  H andling crisis calls is no walk in the park. It's a high-pressure gig that demands quick thinking and a cool head. When callers are stressed, upset, or even angry, it's up to the call center agents to keep things calm and find a solution. Training these agents to handle such situations is key. They need to be prepared for anything, from tech failures to emotional breakdowns. This blog dives into the essentials of training call center agents to manage these high-stress calls effectively. Let's explore some practical call center tips to equip them with the right skills and mindset.   Building Empathy and Communication Skills Practicing Advocacy Statements Crafting advocacy statements that genuinely show empathy is key for agents dealing with crisis calls. It’s about making the caller feel heard and understood. This approach helps in building trust and calming the caller down. Agents should be trained to use these statements naturally, so they don’t come off as scripted or...
Read more