| Social networking is perhaps the new marketing strategy which has been adopted by business process outsourcing units. Some industry experts have named it as the “darling of the corporate world”. According to an independent research, it has found out that many BPO’s are ready to invest more in social media marketing strategies. Today, BPO companies are planning to achieve social reward and recognition space that can help them to achieve marketing success. Savvy BPO business owners are training their employees and business teams about social networking websites to gain valuable sales leads.
Today, call centers have realized that social networking sites have become a powerful tool to promote their business online and to get a market visibility. Social networking sites like MySpace, Twitter, Facebook and other blogging sites have become a great way to promote a corporate website. Most of these sites are free; therefore they tend to provide a valuable experience. A small recognition from social networking sites can incredibly boost sales for a small BPO unit and help them to win major business contracts.
Social networking has emerged as one of the best communications channel and has started to make headlines across the globe. This marketing technique has been adopted by contact centers to manage customer care jobs. It has been proven technique that exposure to social networking helps to broaden your outlook. This helps to improve the communication skills of call center agents. Social networking sites can be great way for call centers to promote information about their product or services. It is a platform to connect with the target group correctly.
The applications used in social media assist call centers to make the agents feel “heard” and that keeps them aligned with company’s mission statement which in return helps in building knowledge base for the company. One of the finest applications used in social media for different call center services is called OnTheSystem. The application OnTheSystem is like the one in Facebook that helps in managing business and customer database It like a customized web based ERP (Enterprise Resource Planning) with an innovative social media interface.
The result of this application is that, it provides flexible framework in management that connects every employee to the strategies of the company. This application has proved to be quite useful for BPO employees. It is a marketing strategy that has helped to provide a seamless, boundary –less and collaboration among employees. Most of the BPO employees at the managerial level have complained of one basic fact, that their job lacks innovation. Today evolution seems to have slowly made a place for itself in the contact center of business process outsourcing units. This has been tapped by various call centers for marketing purpose. Through social networking they can discuss business and get some serious deals done. Many BPO companies are now planning out ways to connect their key customer service resource to social networks.
According to an online research firm Datamonitor; customer services provided through social networking sites has brought in better results. BPO’s are planning to expand their contact centers and try out virgin destinations. The presence of corporate groups on social networking sites has led to social interactions between different business enterprises.
Driven by the popularity of social groups, different business groups have started to market their product and services through social networking to increase their brand name. This is through online contests, discount offers, coupons or just and expanded online visibility to highlight their brands. It has been well said that “social networking has become an important marketing strategy in the business world”. |
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