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 around—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. 

Photo credit: bark on Flickr

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO30 minutes ago
#CallCenter leaders play a central role in helping campaigns grow. Team leaders especially are responsible for the progress and the quality of service that #CustomerSupport agents provide the brand's customers.

Here are the 5 biggest enemies of great leadership (and a few tips on how to be a good leader): https://buff.ly/3M5iMC0

Find great call center agents and team leaders to manage your brand's growth when you partner with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO19 hours ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO
Open Access BPO1 day ago
With multilingual support comes multiple business growth opportunities. The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3Mmfkms

----------
Open Access BPO's services support over 30 languages. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO
Open Access BPO3 days ago
It’s Data Privacy Awareness Month at Open Access BPO!
For our first Weekend Link Roundup, we’re featuring posts about #DataSecurity and #InformationSecurity best practices: https://buff.ly/3weIWMU

Is Data Safe From Security-Related Outsourcing Issues?
https://buff.ly/38tH5uD

Best Practices to Boost Data Security in Call Centers
https://buff.ly/3sAEsya

Educating Your Customers About Information Security
https://buff.ly/3sAEsya

The Worst Threat to Business Data Security: Employees
https://buff.ly/38lgjF3

Deflecting Insider Threats to Data Security
https://buff.ly/3yC5mt5

How Open Access BPO Future-Proofs Your Offshore Operations
https://buff.ly/3wmGuEx

----------
Learn more about smart, secure, and scalable #outsourcing over at OpenAccessBPO.com

#WeSpeakYourLanguage
#DataPrivacy
Open Access BPO
Open Access BPO4 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/3L7FrMz

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

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO4 days ago
As more brands grow their digital products and services over digital platforms, it’s critical to educate customers about cyberattacks and information security.
Here’s what you need to keep in mind when doing so: https://buff.ly/3M5rKz7

----------
Partner with an #outsourcing vendor with robust #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #CyberSecurity #PrivacyAwareness
Open Access BPO