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.

Join us on facebook
Open Access BPO 18 hours ago
Embrace the power of #diversity and drive positive change with #InclusiveHiring practices!

Our new blog post explores the transformative impact of inclusive hiring, providing insights and strategies to build a stronger, more inclusive workforce: https://buff.ly/3uHQV7c

----------
Our recruitment & training practices are meticulously designed to ensure exceptional #CX: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity
Open Access BPO 21 hours ago
When it comes to #CustomerService, every ounce of effort—both tiny and grand—counts.

Here's a list of 10 modest gestures your #CallCenter agents can do to build meaningful customer relationships: https://buff.ly/3Rc0wdZ

----------
Elevate #CustomerExperience by #outsourcing to a trusted 24/7 multilingual #BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX #CSat
#CustomerSatisfaction
Open Access BPO Yesterday
Ensuring memorable #CustomerExperience by providing high quality #CustomerSupport means two things:
• brands need to gain a 360-degree view of their customers; and
• brands need to satisfy a large part, if not all, of their customers' needs.

Do both by implementing a multichannel #CX management strategy: https://buff.ly/418ASeP

----------
Give your customers an unforgettable customer experience with multichannel #CustomerService: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX
#CustomerSatisfaction #CSat
Open Access BPO 11 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 11 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 12 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO