A guide to outsourcing: Customer service mistakes and how to fix them

A guide to outsourcing: Customer service mistakes and how to fix them

OABPO Blog Team Published on September 11, 2013
outsourcing-customer-service-

Everybody is allowed to make mistakes. When dealing with customers, however, mistakes can be costly. Outsourcing for customer service functions or simply improving how calls are handled by the internal team usually overcomes these.

However, even today, customer service blunders are still prevalent. Here are the most common ones:

Being unavailable

The customer encounters an issue not covered in the business website’s FAQ section or have a question regarding the problem or service covered. Upon dialing the company trunk line, however, the person finds that nobody is picking up the phone. This happens when customer service closes at 5:00 pm.

A company should provide 24/7 support to make them reachable and so that customers can contact them anytime. Also, companies should expand its channels to include email, live chat, and social media to give customers more options.

Employing poorly trained staff

There are many customer service horror stories floating aroundโ€”from agents who seem to be outright uncaring to those who go astray and offend the customer.

Good customer experience heavily depends on the skill of the call center agents. Outsourcing customer service to an expert provider supplies a company with a reliable team of call center agents. Otherwise, it should train its internal staff to know the basics of taking calls and professional manner of talking with customers. Sufficient product or technical knowledge is also important to successfully help callers with their problems.

Breaking promises

A company may fail in delivering an action it promised to the customer, which can be a product delivery or service request.
It’s important that the company keeps its promise, even if the issue seems minor. Overpromising just to appease the customer is not a good practice. Furthermore, call center agents should resolve cases immediately, possible at first contact, and be trained to avoid repeat customer calls.

These mistakes are not overly complicated, yet they are among the most common mistakes in customer service. These should be prevented or overcome to avoid upsetting customers and instead giving them the quality of customer service that meets, and even exceeds, their expectations.

For all your customer service solutions, seek out Open Access BPO. Located in the Makati, Philippines, our company offers customer service as part of our outsourcing call center operations. Our staff has excellent communication skills and is properly trained for soft and hard skills to give your customers a positive experience.ย 

Photo credit: bark on Flickr

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Open Access BPO4 days ago
#Repost | Team Allied Services and You:
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The companyโ€™s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
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Open Access BPO5 days ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

๐—ฆ๐—ฎ๐˜ƒ๐—ฒ ๐—ฎ ๐—Ÿ๐—ถ๐—ณ๐—ฒ ๐—•๐—น๐—ผ๐—ผ๐—ฑ ๐——๐—ฟ๐—ถ๐˜ƒ๐—ฒ ๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฎ
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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Open Access BPO6 days ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

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Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

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#CustomerSupport #branding
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Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
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Give your consumers high quality multilingual #CustomerService 24/7: OpenAccessBPO.com/get-started

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Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/3DktOSk

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Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

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#CustomerCare #CallCenterOutsourcing
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