6 Things that outstanding customer support agents do differently

OABPO Blog Team Published on August 18, 2014

6-Things-outstanding-customer-support-agents-do-differently--Open-Access-BPO
What are the telltale signs of employees who don’t just fulfill their functions but work with a sincere purpose of pleasing customers? The standards may vary from industry to industry, but in every company’s customer service unit (regardless of the trade it belongs to), there are certain practices that can definitely tell if your people value your customers with sincerity. If you’re outsourcing customer support, make sure that you encourage your agents to do the following:

1. Don’t just let customers talk; listen to them.

6-Things-outstanding-customer-support-agents-do-differently-outsourcing-customer-support-Open-Access-BPO-Listen

Listening to customers attentively is one of the most important customer service addage that many representatives claim to put into practice. They, however, don’t always do it right. Letting customers air out their complaint is one thing; actually hearing them out is another. There are needs, frustrations, and demands that people don’t always voice out but can be spotted in their actions (or in the call center’s case, context clues, word choice, and speaking patterns).

2. Don’t just identify needs; anticipate them.

6-Things-outstanding-customer-support-agents-do-differently--Open-Access-BPO-Anticipate

Why do customer service representatives (CSRs) need to have sharp listening skills? It’s because they need it in spotting demands of a customer before he could even put those into words or even realize what he truly needs. Listening enables CSRs to anticipate needs based on clues that people say or based on the customer’s history of use/consumption. For example, if a caller is complaining about your service bundle’s steep rate, an outstanding CSR will offer a more affordable single-service plan after seeing that the subscriber only uses one service out of the multiple-service plan he’s currently subscribed to.

3. Don’t just keep composure; stay in control of the situation.

6-Things-outstanding-customer-support-agents-do-differently--Open-Access-BPO-Control

CSRs are obviously discouraged from snapping at irrational customers, but this doesn’t mean that you should let irate callers verbally abuse your agents. More than just keeping composure, your staff must be trained to handle themselves, the customer, and the whole situation well. They should also be prepared should situations go awry. There are appropriate actions for every type of angry customer, so your team should know the right things to say, when to escalate a call, or when to hang up to give way to more important cases.

4. Don’t just explain; help customers understand.

6-Things-outstanding-customer-support-agents-do-differently--Open-Access-BPO-Understand

Business transparency goes a long way. If applied as a customer service principle, it can go as far as saving your brand from potential public disgrace. When you explain to customers why you increased fees or why a connection was interrupted, they won’t have to seek answers elsewhere. And when you make them understand the reason behind the actions, people are less likely to resort to social media shaming because they know that the temporary “setbacks” are for the betterment of your services.

5. Don’t just say yes; be rational.

6-Things-outstanding-customer-support-agents-do-differently--Open-Access-BPO-Rational

While the “yes” attitude is highly encouraged in the customer service trade, wise CSRs should only use this sparingly. Going through great heights just to please people is admirable, but agents should question first if they could truly deliver what they promise. Otherwise, they might end up disappointing the customer and giving your brand a bad image. Now, should you really promise a five-minute delivery when you know for a fact that the customer is 40 minutes away?

6. Don’t just solve problems; make sure they won’t recur.

6-Things-outstanding-customer-support-agents-do-differently--Open-Access-BPO-Recur

The true essence of customer service transcends the exact duration of a call between a representative and a customer. After fixing the issue, outstanding CSRs go the extra mile by checking with the customer from time to time, making sure that the solutions do work so that customers won’t be inconvenienced by experiencing the same problem or its aftereffects.

What we listed here are typical actions that should be accomplished by any CSR, but what can make your people outstanding is if they see the next step ahead of the common actions that are expected of them. Do you see these signs of excellence in your CSRs?

Join us on facebook
Open Access BPO Yesterday
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 11 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 11 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 11 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 12 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 12 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO