If you want to apply for a job in the field of BPO or if you have just started working recently, we have prepared some tips for you that will help you throughout your career.
The concept of BPO is the process of outsourcing certain services or internal processes of a company to specialized suppliers. Business Process Outsourcing was listed in 2021, in Romania, as the safest and most stable field in which you can evolve in your career, along with the IT industry.
April marks the 15th anniversary of Valoris, a period in which we gained experience in the BPO field, we carried out projects in various industries and we were always dedicated to our activity. Valoris was, for many colleagues, the place where they started their career. Therefore, we want to share with you 5 tips to help you at the beginning of the career in this field.
- Prepare to learn as much as possible
Right from the beginning you will benefit from a specialized training before starting the activity. The goal is to know and to understand all the attributions of the role you will start, in order to perform. During the training you will not only get to know your future colleagues and to adapt to the company atmosphere, but you will also learn best practices of the job you will perform. You will learn how to communicate effectively, how to manage difficult or less common situations, how to manage your priorities and various tricks to adapt to all types of customers.
It is very important to be careful, to take notes and to ask questions whenever you think it is necessary. Of course, we learn best by practicing, so don’t worry if at the end of the training you don’t feel 100% ready. You will be constantly assisted by a team leader or supervisor throughout the activity, when you will need it. There will always be someone ready, willing and able to answer your questions and advise you on what to do in any situation.
No one expects you to know everything from day one, so ask questions or ask for help every time.
- Patience and empathy are essential
We are all different and not everyone thinks the same. In order to have the best possible interactions with customers, it is important to be patient and to listen carefully to each situation presented by them. It is possible to encounter the same type of situation several times and to know how to solve it without the need for other details from the interlocutor. However, in order to offer trust and dedication, it is important to treat each client patiently and to listen to everything they have to say, without interrupting them.
Empathy during conversations is also the best way to show the customer that you care. Try to put yourself in their situation and give them the feeling of understanding the situation that they encountered and try to bring the best solution every time.
Treat customers the way you would like to be treated.
- Trust yourself and your knowledge
Trusting yourself is essential. Take control of the conversation and try to look relaxed, in order to avoid showing the person you are talking to that you are new to this job, because they might doubt your qualities, even if you are perfectly capable. Also, try to write down as much information as possible during the call, in order to know what to answer and to figure out the right solution for the situation that they presented.
Try to speak slowly. If you hurry up and talk too fast, you may seem anxious or out of control. Also, a confident tone will help you look informed about the product you present or about the information you provide.
Think of the phrase “Fake it till you make it” and give your best.
- Analyze and perform
Similar to any other field, customer service takes practice and time to become the best. As you meet hundreds of people, with different experiences and other ways of communicating, you will be able to improve the way you interact and you will be able to adapt according to the typology of each client. These experiences are an excellent source of information because they help you provide the best services.
You can ask your team leader for feedback to see what you can improve or change in your way of interaction. You can also discuss with colleagues about the situations they face. A great way to see different perspectives is to exchange experience with your colleagues. You will all discover alternative methods for solving situations, you will discuss what strategies work and you will identify together the most effective way. More experienced colleagues can give you valuable tips too.
Learn from mistakes, improve the quality of your interactions after receiving feedback and the results will not be long in coming!
- Keep a positive attitude
Because you represent the voice of the company, the general attitude that you transmit to the clients will determine them to develop a favorable or less favorable image of the organization you represent.
In order to obtain the desired results, it is important to look at the situation from several perspectives and to have a positive and friendly attitude both with the clients and with the members of the team in which you work.
Following the principle “we are what we think”, be convinced that an optimistic and open attitude attracts favorable situations and opportunities for your career development and for creating a state of well-being.
BPO is a booming and trusted employer. There are a series of advantages if you work in this industry, and among the most important we mention professional and personal development.
In conclusion, if you want to accept a new professional challenge in this field, consider these tips to have a good start and to take a new step in your career.