BPO Services - Importance of BPO Voice Process In Brand Storytelling

Today, digitization is everywhere! With new and innovative ways of advertising over digital platforms, the increase in integrated marketing communication via brand storytelling is seen widely. Business owners and brand leaders are continuously bringing in innovative techniques and leveraging the potentials of BPO voice process services to route, share and channelize their brands’ stories other than just digital platforms.  This is a way to generate curiosity among interested prospects naturally about a company's products or services. Brand storytelling is evolving holding hands with creative marketing team and with that, inbound call center process provider is spreading brand presence over multiple channels to establish successful customer touchpoints.

Turning BPO voice process agents into storytellers

Narratives are one of the very few universally appealing features that can cut through place, culture and time. Taking a storytelling approach by BPO voice process agents can help them improve customer service; create better engagement and reputation of the company. However, it takes more time in training and setting up than a traditional contact center approach.

Agents who are on contractual basis or paid on commission or have targets to meet often hesitate to employ new techniques like storytelling because it usually involves more time per call. However, professional storytelling training sessions are often fun and an effortless team-building activity.   

Not just telemarketers, agents who provide non-voice or back office support services like email marketing and chat should also embrace storytelling to evoke interest among customers and make interactions more exciting.

Many call centers for B2B customer support services may be hesitant to let agents tell their stories to customers when they are pitching. It is indeed a very personal approach, but that is the whole point. To reach the ultimate objective, i.e. to drive them to “call to action” – telemarketers should show customers what a “yes” means to them, how important it is for them. However, creating personal connection and strengthening customer relationships is very uncommon in BPO voice process which is why it is the best time to try it before it gets oversaturated. Telemarketers can also narrate the good part of their job and why they fell in love with the company. This subtle promotion can create company credibility, improve customer support services and bring transparency between brands and customers.    

Adopting storytelling techniques that fits today’s environment

There is nothing called the right storytelling technique because it changes with time and situation. Over the years, brand marketing and promotion via storytelling has transformed to be a crucial resource for creating awareness about a company’s history, product lines and service offerings. B2B customer support services are also hugely reliant on creating awareness to stir up interest among customers.   

There are creative campaigns using customer testimonials, which eventually pave way for a brand to persuade audiences to convert into paying customers.

The effective use of storytelling from inbound call center process provider has proven to help companies make emotional and personal connections with customers. This sentiment is supported by research, which depicted that most consumers who love brand stories are interested in making a purchase.

The understanding of customer sentiments and current situation can create relevant and hyper-local content that your customers value. All things considered, companies are greatly reliant on BPO voice process service providers to introduce storytelling in customer support services and redrafting marketing strategies with greater attention to brand narratives. 


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