It is absolutely important that the service providers in BPO industry both voice & non voice adhere to the most important service indicator “Response Time”.
Be it with responding to emails or calls / call backs it is important to be proactive & be one step ahead of competitors from the business development stage on to the transition of project to operations & during operations to respond to the client swiftly without much delay.
This provides for assurance to the client that their queries whatever the nature is being looked into, they are important & gives them satisfaction about the service quality.
Timely responses either through email or calls or being proactive & inform/ update clients about service progression will help to build trust & good rapport with the client & provides clear path for absolute customer satisfaction.