How call centers in the Philippines correct customer service mistakes

How call centers in the Philippines correct customer service mistakes

OABPO Blog Team Published on January 27, 2014

call-centers-in-the-Philippines
Mistakes are inevitable, but not taking action to correct those is inexcusable. That s why call centers in the Philippines try not to make room for errors because they know that they could be fatal for the company.

For a business whose primary function is to attend to customer concerns, your contact center must be aware of the most common customer support mistakes so you can do all that you can to avoid committing them. And in the event that you do make any of these errors, you should have recovery measures ready to turn the situation around.

Blaming the customer

Most of the time, it is the customers who caused the problem they’re calling about, but they don t always admit to their fault because they’re not even aware that they caused it. Also, there are instances when the problem is beyond your customer service representatives’ control.
In situations like these, it is best to keep the blaming away because it does very little to alleviate the issue, and it could even worsen the case or lengthen the call. If you made the mistake of blaming the customer, recover by sincerely apologizing and working out a solution as soon as possible. Remember, customers reach for your frontline staff to have product-related issues addressed, not to be lectured.

Ending the call without solving the problem

Your representatives should not end a call until the problem is fixed. It is a sign of inexperience if they try to get off the phone because they don t have an answer to the customer’s problem or because they are afraid that the higher-up will hear how they incompetently handle a call.
In times like this, a supervisor should be ready to back the representatives. In cases where the call ended without a solution, however, make sure to follow it up with a ready answer and explanation. You should not wait for too long before saving face, and as always, don’t forget to own up to your mistakes by apologizing.

Making customers wait for too long

It has been told many times over that making customers wait or putting them on hold for more than the necessary amount of time is one of the most frustrating things that call centers can do to callers. Not only could it put your company’s name in bad light, but it could also send customers away along with the profit they bring.
To appease the customers for the wasted time while on hold, you should be able to fix their concerns quickly. And quickly should not mean rushed. Giving accurate, reliable, and effective solutions should still be your priority, although efficiency should not be taken lightly as well.

There are other things that call centers in the Philippines can do to make up for their shortcomings. One of the ways is to reward your customers for their understanding and loyalty. A much better alternative, however, is to understand the patience level of your customers. By knowing what gets on their nerves and what cools them down, you won’t have to recover from the customer service mistakes because you have already prevented them from happening.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 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 BPO9 hours 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 BPO2 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 BPO3 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 BPO3 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
Open Access BPO4 days ago
Customer reviews can either create buzz around your brand or kill everyone else's interest in your products.
So, what do you do if you receive a negative review? Turn them into business and #CustomerSupport opportunities: https://buff.ly/3kZd0WG

----------
Let our #CustomerExperience solutions help build you a solid brand reputation: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ReputationManagement
Open Access BPO