8 Customer Service Tips to Cut Down Repeat Complaints

8 Customer Service Tips to Cut Down Repeat Complaints

Faith Ocampo Published on February 27, 2017Last updated on December 8, 2022

The rapid spread of mobile technology and Internet accessibility drives consumers to crave instant gratification. But what if your call center can’t meet this expectation?

Consumers want everything to be given to them at the speed of now. This is the exact reason behind the success of ecommerce firms like Amazon, which revolutionized the way we shop.

smiling customer service agent on call

Amazon’s inventive shopping experienceโ€”which integrates personalized item recommendations, an exhaustive inventory, and excellent customer supportโ€”feeds people’s need for fast and convenient purchase methods.

One way by which customers evaluate this capability is through the quality of a company’s customer service. Because your frontline agents represent your brand, they must be able to solve issues quickly and fully, ensuring that customers are receiving the highest possible standard of care.

Although it may seem like an impossible goal, this is the kind of brand you must aim to become: one that provides customers everything they need in the swiftest and easiest possible means.

One sign that you’re falling short of this goal is that you’re getting too many repeat complaints from the same customers. And unfortunately, this kind of inefficiency can drive buyers away from a brand. According to Hubspot, 33% of customers are frustrated by having to repeat themselves to different customer support reps.

To reduce repeat complaints in your contact center, here are eight strategies you need to follow.

  1. Identify Customers’ Most Common Reasons for Calling You

    customer service landline rotary phone with help post-it

    It’s worth examining the top reasons that drive customers to reach out to your agents. With the aid of your customer relationship management (CRM) system, you can review the previous transactions handled by your call center. From there, you can identify the most common issues your clients encounter.

    There are several ways you can tackle these issues:

    • Find a permanent solution by isolating the main causes of the issues (e.g., faulty manufacturing process, management problem, etc.)
    • Train your agents on resolving these types of issues
    • Create official customer service guidelines on how to deal with recurring complaints

  2. Enhance Agents’ Customer Service Skills

    customer service agent receiving coaching from call center team leader

    Possessing the right customer service skills is critical to enable your frontline workers to help customers. They would be able to actively listen, deciphering information and exercising their critical thinking to come up with solutions. Creativity and resourcefulness also play a part in problem resolution.

    Your recruitment and training departments must collaborate to pinpoint skilled applicants for your teams. Team Leaders and the quality assurance team must also join in to provide employee development coaching to refine agent skills and correct mistakes.

  3. Build a Customer Service Knowledge Base

    customer service team discussing guides creating knowledge base

    It would be a big help for your agents if you can build a knowledge base that contains all the information they could possibly need, be it about your products, services, or processes. This database must be accessible by all frontline call center reps, so they can easily provide the answers a customer is looking for.

  4. Ease Up on Monitoring AHT

    customer service agent covering face with clock in call center office

    If your goal is to provide a stellar customer experience, you may want to stop focusing too much on reducing your average handle time (AHT). If agents are rushing through each call just to achieve lower AHTs, they may end up sacrificing the quality of your customer service.

  5. Prioritize FCR

    busy customer service rep at call center office

    Instead of aiming to lower your contact center’s AHT, place a heavier emphasis on first contact resolution (FCR). This metric, one of many in a call center company, refers to the percentage of issues that agents successfully solved during customers’ first transaction with a brand.

    At the end of each transaction, therefore, customers leave happy and satisfied with the services they received.

  6. Anticipate Customers’ Issues Using Your CRM Tool

    customer service reps hands typing on laptop accessing CRM customer relationship manager

    By analyzing the previous transactions that your contact center has handled, you can spot recurring patterns or trends among customer complaints. This will let you predict the problems that may emerge, letting you strategize on how to tackle them. For this, you need to use your CRM system. You may also listen to recorded calls or solicit feedback from your frontline employees.

  7. Provide Multichannel Support

    multichannel customer service depiction woman using tablet

    By deploying a multichannel customer support strategy, you get to catch more requests or queries. However, if the initial channel used by a customer to raise their complaints won’t allow for successful problem resolution, you must be able to redirect these conversations to an appropriate platform.

    A customer may, for instance, contact you via Facebook Messenger regarding a highly technical issue. However, the limited features of the live chat app may impede issue resolution. These scenarios would compel you to move the conversation to a more suitable channel, such as the phone.

  8. Promote Customer Self-Service

    mobile customer service depiction close up hands using smartphone

    Lots of consumers prefer to look for solutions to their issues on their own. Thus, it’s crucial to provide them with an online portal for information resources such as FAQ pages, product manuals, and how-to videos. This way, you widen your customers’ options for resolving the issues they encounter.

Avoid repeat complaints by partnering with the right industry expert. Open Access BPO provides customizable and scalable business solutions to improve your customer experience and satisfaction. We’ll help your brand maximize the benefits of these 8 strategies through our multilingual customer support and back office solutions.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO5 hours ago
China is the second-largest consumer market in the world. However, its strict business protocols make it difficult for many foreign brands to establish a local presence in the region. Open Access BPO ๐—ซ๐—ถ๐—ฎ๐—บ๐—ฒ๐—ป enables businesses to penetrate and thrive in the billion-strong Chinese global market.

Open Access BPO's expanding campus in Xiamen offers #CustomerSupport in Chinese dialects including Mandarin, Hokkien, and Cantonese.

๐—ฃ๐—ฒ๐—ป๐—ฒ๐˜๐—ฟ๐—ฎ๐˜๐—ฒ ๐˜๐—ต๐—ฒ ๐—–๐—ต๐—ถ๐—ป๐—ฒ๐˜€๐—ฒ ๐—บ๐—ฎ๐—ฟ๐—ธ๐—ฒ๐˜ ๐—ฎ๐—ป๐—ฑ ๐—ฒ๐—ป๐—ต๐—ฎ๐—ป๐—ฐ๐—ฒ ๐—ฐ๐—น๐—ถ๐—ฒ๐—ป๐˜-๐—ฐ๐—ผ๐—ป๐˜€๐˜‚๐—บ๐—ฒ๐—ฟ ๐—ฟ๐—ฒ๐—น๐—ฎ๐˜๐—ถ๐—ผ๐—ป๐˜€๐—ต๐—ถ๐—ฝ๐˜€: https://buff.ly/3WVldvs

----------
๐—˜๐˜…๐—ฝ๐—น๐—ผ๐—ฟ๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข
โ€ข Our Solutions: https://buff.ly/3XOmOEt
โ€ข Our Other Locations: https://buff.ly/3XRmtRt

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO8 hours ago
Open Access BPO's standard recruitment is a seamless process, from job announcement to contract signing.

Here are some of our recruitment best practices: https://buff.ly/3HkhKRs

---------
We hyper-customizable solutions that fit your needsโ€”from staff to its everyday ops: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO1 day ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#๐——๐—ฎ๐˜๐—ฎ๐—ฃ๐—ฟ๐—ถ๐˜ƒ๐—ฎ๐—ฐ๐˜†๐—ช๐—ฒ๐—ฒ๐—ธ aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO