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With the pandemic at vast, the world as we know it has come to a halt. The business world is forced to operate with limited resources, and its effect is showing in many of its operations. Customer service is one of the most affected areas of organization at present. In such a situation, customer service in BPO can help businesses deliver a better experience to their customers.

With the anxious customers contacting the customer care channels of an organization more than ever, providing them with the same level of customer service they have come to expect from an organization is becoming quite a challenge. 

However, with the right call center partner, delivering quality customer service in BPO and the customer experience in these trying times is not impossible. 

A well renowned name in the outsourcing industry, Konnect BPO is continuously helping its clients deliver excellent customer service to their customers. At Konnect BPO, we realize that a customer’s interaction with a company can immediately affect his or her sense of trust and loyalty at this time of crisis. Customers today want businesses to meet their new needs with care and empathy. The brands that can deliver the same can earn long-term customer loyalty.

Hence at Konnect BPO, we strive to deliver superior customer service by offering them a highly personalized interaction with empathy, concern, and care. Some of the important features of our customer service offerings are:

Understanding Customer Needs

Due to the pandemic and stay at home regulations imposed in many countries, the customers’ needs are changing. Therefore, to serve the customers well, a company, as well as its call center outsourcing partner, must understand these changing needs and focus on fulfilling them ASAP.

Konnect BPO can offer the customers with appropriate solutions in the quickest possible time with the multichannel customer service options.

Meeting The Customers Where They Are

During the global pandemic, the customers’ lives have been disrupted drastically. Even activities like going out for grocery shopping, socializing with friends have become risky. Therefore, customers today need digital, and very convenient solutions. Therefore, companies must accelerate digital options as that is what the customers need at the moment. With the right customer service and customer experience strategy, it is possible to meet your customers where they are and improve their experience.

At Konnect BPO, we do not see these predicaments as a challenge but an opportunity to improve customer experience. We work closely with our clients, to better serve their customers in the present situation and develop better customer service solutions through various communication channels, including voice, live chat, social media and email.

Developing Nimble Capabilities to Ensure Better Customer Service & Experience

Today, companies are doing rapid research to understand the changing dynamics and identify pain points in the new situation. They are also working on providing agile solutions to the problems.

Konnect BPO is working relentlessly with its clients to provide the customers with the best possible solution. We help our clients maintain a real-time pulse on the changing customer preferences with our innovative solutions.

Right now, it is essential to provide customers with prompt solutions that would suit their need, Konnect BPO can help its clients understand the changing customer needs and customer pain points quickly and work with the clients to come up with a solution.

A practical example would be for the recovery services we provide for one of our client who is a leading vehicle leasing service provider in Sri Lanka, their customer’s had issues on paying the monthly instalments due to rapid pay cuts, we raised this concern with the client and developed an easy paying instalment scheme during this stage where it helped ease up the financial stress of the customers and prevented from being written off as bad debts. 

Konnect BPO Technologies (Pvt) Ltd. is one of the leading BPO solution providers in Sri Lanka offering a wide range of uninterrupted high-end services and intense outsourcing solutions to all valuable clients to achieve their goals and be on top of the game in this highly competitive market.

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