The customer service department has long depended on the inbound call center department to get work done. Traditionally, the
answering service agents are the only ones handling customer care. But with the coming of age of the social media networks, customers are often posting wall updates and pasting comments on the corporate page of your client. As the BPO partner, you will have to take the responsibility to answer these comments and interact with the customers online. This will help you create a positive brand image and also spark brand loyalty among them. Call center units often ignore this vital opportunity to connect with the people who mean everything to your business.

When your call center is responding to one of them, you are satisfying the customer in a big way. The others would surely know that you were promptly up for the rescue act. These updates are posted publicly and when the call center agent replies on behalf of the clients, others on the network get to know immediately. They feel that they are part of a professional network. They know that when it's their turn to solve an issue, they can always turn to you. It's a good privilege to have. When it's as easy as posting an update on Facebook or Twitter to have help scurrying to you, you know that you are with the most efficient customer service team. The use of these new age means of connecting with the customers will also tell your consumers that you are in the thick of things and like to be in the loop of progress.

The social media networks are interconnected with each other. The users that you have registered on your page are part of other networks as well. When your call center agents interact with them on the public domain, the ripple effect extends way beyond the limitations of your customer base. BPO managers have to take this advantage into consideration. You have to realize that if you make the right kind of noise, your voice will echo far and wide. That is why you need to speak sense at all times. As a call center services provider, you will have to make sure that you are speaking for your client and making the most of these channels of communication open to you.

Social media networks can be useful in interacting with customers as well. There are many comments and views expressed on social media pages. These may be about your brand, your client, your products/services or your customer service department. If your inbound call center agents monitor these pages, they can respond to these comments promptly. For example, when a user has trashed your service, you can find out why he/she feels so. You can take the matter ahead and get it sorted out with the BPO service team. Similarly, when you find someone speaking well of your brand then make sure you amplify those comments to wider networks. You can do a certain amount of damage control if you are vigilant on these platforms.