I've been in the BPO industry for over 4 years now. In my journey I was able to use my skills in the English language to effectively provide clients needs at the same time adhering to the company rules. I have dealt with all sorts of clients from Australians to Americans all many other nationalities.
I was also an SME (subject matter expert) who aided newbies on how to effectively communicate with clients and teach them more about the products and services of the company.
I have extensive knowledge in both outbound and inbound. I can definitely say that I am a fast learner and very patient, thus I was promoted to escalations manager. In this position, agents transferred calls to me when clients/customers would as to speak to a supervisor.
I understand that there are company rules, but sometimes its giving in the the clients wants more than needs. Proper protocol and supervisor approval was a big factor in adjusting to the clients request. Sometimes we have to bend the rules in order to give in and keep the clients satisfied. A company wont be successful without its clients.
