Customer Support(BPO)

Services

Customer Support (BPO)

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Customer Support Executive

Basic customer handling role.

Answer customer queries

Resolve issues

Provide product/service information

Handle complaints

Call Center Agent (Voice Process)

Handles customer calls.

Inbound (customer calls you)

Outbound (you call customers)

Chat Support Agent (Non-Voice)

Handles live chat support.

Respond to chat queries

Solve issues in real-time

Assist customers on website/app

Email Support Executive

Handles email communication.

Respond to customer emails

Handle tickets

Provide solutions

Maintain response time

Technical Support Executive (L1)

Handles basic technical issues.

Troubleshoot basic issues

Guide users

Escalate complex problems

Customer Success Associate

Focuses on customer retention.

Ensure customer satisfaction

Onboard new clients

Follow up with users

Improve retention

Quality Analyst (QA - BPO)

Checks quality of support.

Monitor calls/chats

Evaluate performance

Ensure service quality

Provide feedback to agents

Team Leader / Supervisor

Manages a team of agents.

Manage team performance

Handle escalations

Ensure targets are met

Train team members

Process Trainer

Trains new employees.

Conduct training sessions

Improve team skills

Teach process & tools

Operations Manager

Manages overall BPO operations.

Manage teams

Ensure SLA (Service Level Agreements)

Handle client communication

Improve performance

Workforce Management (WFM)

Handles scheduling and workload.

Shift planning

Resource allocation

Forecast workload

Maintain productivity

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