4 Ways to get feedback-gathering right

OABPO Blog Team Published on October 29, 2014

4-Ways-to-get-feedback-gathering-right--Open-Access-BPO--philippine-call-center
Perhaps every business dreams of having the ability to peer inside the minds of their customers to know what they honestly think about the company s products and services. Finding out if your market loves or loathes your brand is like top feat, as it lets you in on what you need to do to get things right and win the industry lead. Luckily, you don t need superpowers to extract truthful insights from your audiences—they can tell your Philippine call center agents directly.

Call centers, particularly those that receive inbound customer service calls, can double as surveying bodies just by doing their supposed role. Customers contact them with a problem at hand, which they typically report along with their opinion about the brand involved. Using analytics and the traditional practice of deducing, your call center team can translate actionable insights from complaints, concerns, and even speech patterns.

But the question is: how? You can t simply listen in on every call and jot down buzzwords. Get feedback-gathering right through these four basic steps.

1. Channel the information inflow

4-Ways-to-get-feedback-gathering-right

As most call centers nowadays offer multi-channeled customer service solutions, you can use more than just the phone lines to gather feedback. But you have to pinpoint which type of information concentrates where.

For instance, if tech-related issues usually go to call center agents, then use voice channels to know how you can improve the quality of your electronic products. If your social media accounts get more questions about store locations, then you can base on tweets and Facebook comments when you need to measure how well distributed your contact numbers and addresses are.

2. Know the right timing

Timing is essential in nailing customer surveys. If you wait too long to ask about how your product fared, your customers may not be able to recall the experience well. But if ask too early, you won t likely get accurate responses.

Whether getting feedback proactively by asking or just by interpreting collected data, you need to consider the proper timing and purpose for your action. Measure how long it would take before customers could really judge your product s efficiency, and only get their opinion by then. You should also know when the information you previously gathered can be useful. The record of requests for SMS assistance may be useless now, but the time to actually use this may come once you start considering text messaging as a customer support platform.

3. Arm your staff

4-Ways-to-get-feedback-gathering-right-

The very people handling your feedback channels—your employees—should know what type of information to gather and when to watch out for it. Therefore, listening for cues should be part of their training. Teach them what words or phrases hint complaining, praising, or even inconsistency when reporting an issue. They should be able to spot trends in the calls they receive: frequent complaints about delivery delays may mean that you need to check your courier service.

4. Be proactive online

Gathering feedback neither starts nor ends in your call center. There is a massive mine of customer insights on the Internet that is waiting to be discovered, so don t just rely on incoming calls and messages to sense trouble involving your brand. Your customer service representatives assigned to social media accounts can monitor your market s web activity to fix issues before they even get reported. Tools as simple as hashtags can be your weapon in keeping up with product trends and gearing up for brewing issues.

 

Join us on facebook
Open Access BPO 22 hours ago
Understanding your consumers' needs enables you to:
• improve the #CustomerExperience;
• earn customer loyalty;
• devise better marketing strategies;
• grow your demographic; and
• increase your revenues.

Here are 5 methods that can help your business have better knowledge of your customers' needs: https://buff.ly/3IWIQPC

----------
Partner only with an outsourcer with the expertise, resources, and manpower your brand needs: https://buff.ly/3PG8V9v

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO Yesterday
𝐁𝐫𝐞𝐚𝐤𝐢𝐧𝐠 𝐛𝐚𝐝 𝐧𝐞𝐰𝐬 𝐢𝐬 𝐧𝐞𝐯𝐞𝐫 𝐞𝐚𝐬𝐲, 𝐛𝐮𝐭 𝐢𝐭'𝐬 𝐚 𝐜𝐫𝐮𝐜𝐢𝐚𝐥 𝐬𝐤𝐢𝐥𝐥 𝐟𝐨𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐭𝐨 𝐦𝐚𝐬𝐭𝐞𝐫.

Our blog post provides you expert tips and strategies to help you handle these situations with empathy and professionalism.

Discover effective strategies and best practices to ensure your communication remains clear, respectful, and compassionate: https://buff.ly/3PzDMVm

----------
Deliver exceptional #CustomerExperience with our services to ensure #CustomerRetention and foster brand loyalty: https://buff.ly/49cyrdm

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#outsourcing #CustomerSatisfaction
Open Access BPO Yesterday
Your team embodies your brand to customers, from representing your values to delivering a top-notch experience.

That's why hiring those who match your brand's promise is a must. Otherwise, their inadequacies will misrepresent you as an unreliable company.

𝐇𝐞𝐫𝐞'𝐬 𝐡𝐨𝐰 𝐫𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐚𝐟𝐟𝐞𝐜𝐭𝐬 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞:
https://buff.ly/3TSCwPJ

----------
Outsourcing with us today and get a team of dedicated experts for your business needs.
We develop programs from the ground up to ensure each process and solution matches with your brand’s needs and deeply addresses your customers' demands.

Contact us today and let our program developers know what your goals are, and we’ll help you get there: https://buff.ly/499VtSb

#WeSpeakYourLanguage
#CustomerSupport #CallCenters
#CX #oustourcing #recruitment
Open Access BPO 2 days ago
Unresolved #CustomerService issues cause repeat complaints, which can have severe consequences like:
• customer dissatisfaction;
• loss of sales opportunities;
• increase in #CX expenses; and
• a blow to your brand reputation.

Minimize repeat complaints and elevate #CustomerSatisfaction and loyalty with these invaluable #CustomerExperience tips:
https://buff.ly/4962400

----------
Heighten CX by partnering with the right industry expert: https://buff.ly/3Tx9aoC

#WeSpeakYourLanguage
#CSat #CustomerSupport
Open Access BPO 6 days ago
No matter how popular your brand is, losing customers is something you can't avoid.

But instead of panicking and worrying incessantly when your customers start leaving, face the situation with an open mind and learn: https://buff.ly/490iW8d

----------
Prevent customer churn with our smart #CustomerExperience solutions: https://buff.ly/3TK5Jfl

#WeSpeakYourLanguage
#CustomerSatisfaction #CSat #CX
Open Access BPO 7 days ago
#𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐢𝐬 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐣𝐮𝐬𝐭 𝐚 𝐧𝐢𝐜𝐞-𝐭𝐨-𝐡𝐚𝐯𝐞; 𝐢𝐭'𝐬 𝐚 𝐦𝐮𝐬𝐭-𝐡𝐚𝐯𝐞.
Happy customers become loyal customers, and they're more likely to spread the good word about your brand.

But if you want to keep your customers happy, you need to avoid these cardinal sins: https://buff.ly/3x8omB6

---------
Let's start building a #CustomerService program that addresses your needs head-on: https://buff.ly/3TLqV4U

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO