CUSTOMER IS KING - BPO STYLE

The BPO culture has caught up with every sector. Even the Government is now resorting to outsourcing its work to the BPO s . The major project in outsourcing that Bangalore had initially bagged was the London metro. Today, we probably dictate the lingo of the BPO s across the world. I have had the occasion to have a peek into the BPO s and thought I should share some of its lexicon for the less enlightened ones.

ISSUE - In layman's term it may be a problem or one which requires a solution.

MAY I HELP YOU - Shortly you will be transferred to the seventh heaven with music if you are lucky or if you are less fortunate you will hear - Please stay on the line. Your call is valuable to us. or Please stay on the line the executive is busy. Sorry for the inconvenience. A permutation or combination of these messages is the help that would be unfailingly rendered.

SECURITY QUESTION - It is the gatepass for you to present your issue. One may write out his resume in different manners but this is stereotyped and unless you cross the requisite number of questions depending on the levels of security of the data,, no information can be provided. If you do not understand this logic, you are advised to read fairy tales where the prince has to cross seven mountains, seven seas etc to obtain access to the princess of his dreams

TICKET - This means the executive has considered recognising your query and therefore would be considerate to record the issue. The number he assigns is sacrosanct and is the key for any further progress in the matter.

ESCALATED - This means the "Issue" is transferred to a person who is higher in the hierarchy.

WILL GET BACK TO YOU- This means you are expected to forget any communication in the matter. In case you still dare to get back to them then they get back at you.

RESOLVED - This means the issue is treated as resolved since it has been actually resolved or it has no solution at the present or since the BPO does not have a clue to the solution or it feels that it cannot be solved or the time limit set for solving the issue is about to be crossed.

HAVE A GOOD DAY- This means the call is ended and the call will be terminated at the other end whether you approve or disapprove of it.

Negatives are not permitted and therefore you do not use complaints. Suggestions would be welcome if it comes from the person who has entered into the contract after due negotiations.

PLEASE NOTE THE CUSTOMER IS THE KING AND IS VERY VALUABLE. YOU ARE JUST A CALL AWAY FROM YOUR ULTIMATE SALVATION.