Managing customer interactions across all channels – phone calls, email, live chat, social media, SMS, and in-app support – to provide seamless 24/7 service and issue resolution. Agents can handle inquiries, complaints, and product/service information requests, ensuring high customer satisfaction across touchpoints.
Providing tiered technical support for products and services, including troubleshooting hardware/software issues and guiding users to solutions. Support is often delivered via 24/7 multilingual teams to enhance customer satisfaction, and can cover both end-user customers and internal teams (for example, IT helpdesk support for a client’s employees).
Handling inbound and outbound sales calls, lead generation, and telemarketing campaigns to drive customer acquisition and revenue growth. This includes upselling/cross-selling to existing customers, cold-calling prospects, handling order taking for sales promotions, and managing customer win-back programs.
Managing the entire order lifecycle from order entry and verification to fulfillment and post-sale support. Services include order taking, processing payments, coordinating shipping or service delivery, handling order-related queries/complaints, and ensuring successful fulfillment. BPO providers also manage returns and exchanges, digital storefront inquiries, and customer onboarding for new orders or subscriptions.
Delivering customer support in multiple languages and via flexible work-at-home agent models. This ensures global coverage and scalability, allowing businesses to offer native-language support to customers in different regions and to scale support teams during peak seasons or off-hours without location constraints. (For example, *“3,000-strong team can scale its capacity… all agents are trained across multiple channels”*.)