Social media work steps into BPO sector

Add caption

There is some happy news at the non voice BPO front. Emerging technologies such as social media is not only changing the way people communicate, but are influencing the services offered by business process outsourcing (BPO) firms as well. With this emerging trend at the offshore outsourcing scenario, the non-voice service offerings are slowly seeing growth. Most of the outsourcing companies indulge themselves with a fair amount of non-voice BPO [such as] back-office email management, chat processing, coupons processing and claims processing, along with voice processes. The social media work is also considered back-office by helping clients in inserting experts into blogs and forums on the web, so that when there's an issue in the social media realm, the BPO insert an expert there to resolve the issue. 

Non-voice BPO services are beginning to push the local BPO market to growth, as voice-based BPO services in the country near saturation. The companies that have started doing the social media work in a year or so already have seen green lands and added clientele. Consumers today are becoming pretty demanding and expect a high degree of satisfaction says an expert adding that consumers now expect the same level of service rendered in different kinds of channels—be it through the phone, email or social media. Hence some of the companies are putting some attention into the technology business sector. 

This shift towards multi-channel customer service demands a new set of skills from agents but fortunately, the current crop of workers are immersed enough in these new technologies. The best part of this shift in the focus is that the younger generation of employees have familiarity with texting, chat and social media. They have wonderful multi-tasking skills and that's important when you're going to serve clients. Moreover, BPO clients dealing with new technologies such as smartphones and tablets call for more advanced troubleshooting skills.