How can a call center in the Philippines reduce agent errors?

How can a call center in the Philippines reduce agent errors?

OABPO Blog Team Published on March 19, 2014

call-center-in-the-Philippines-
Accuracy is critical for every call center in the Philippines. Any error, even small ones, could result to unnecessary costs either on the company or on the customer’s end. Either way, however, the business is the one that suffers greater damage. According to reports, online data errors cost American companies an average of $10 billion per year.

call-center-in-the-Philippines--

This is exactly why call centers set strict monitoring systems and performance metrics to prevent errors. As mistakes are unavoidable regardless of task, there must be a rebound plan to stop a small error from growing into a full-blown business disaster. After the damage has been kept at bay, there should be an ongoing action to reduce and possibly obliterate the likelihood of faults repeating among your agents.
Here are some basic steps that call centers can include in their error reduction plan:

1. Analyze the error

What caused the error? What specific mistake happened? Was it an incorrect filing of client information, or was an order sent to the wrong recipient? Finding out the causes behind the error and its type would help you anticipate its possible reoccurrence and come up with strategies to prevent it.

2. Identify tools involved in the incident

Was there a system error? Was the agent’s call equipment at fault, causing him to mishear the info dictated by the customer? Know which faulty tools caused the blunder so that you can have them repaired, updated, or replaced.

3. Make changes in the monitoring system

Why didn’t the call center system detect the discrepancies earlier? Should the system be adjusted to support the tool changes? After upgrading your equipment with more reliable ones, your metrics and monitoring system should likewise be modified to prevent another technology-related mishap from happening.

4. Discuss recent incident in the upcoming training

Was the incident an isolated case? As it happened to one of your agents, the error could happen to the rest of the team as well. The equipment and system are not the only ones that need fine-tuning; every representative must undergo refresher training sessions as well to be better equipped in handling a quandary should they face one.

5. Individually coach erring agents

call-center-in-the-Philippines---

Ensure that the agent involved in the last problem would never encounter or cause the same trouble again. He should be re-coached, reprimanded if need be, but it is up to his higher-ups to decide what approach to take in instilling lessons in the agent.

What’s important is that he would end up using the incident as an opportunity to improve, not loathe himself and eventually destroy his team’s morale or the customer service quality.

Being industry leaders, every call center in the Philippines is expected to deliver topnotch customer care. Part of that expectation is the willingness to learn from mistakes and still emerge superior despite setbacks.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 days ago
Companies delegate some of their processes to #CallCenter service providers to save time and resources. However, new businesses. such as #startups, should be careful of which tasks to outsource to ensure success: https://zcu.io/xLvY

#WeSpeakYourLanguage #Outsourcing #BPO
Open Access BPO
Open Access BPO4 days ago
We hope you have a fun and safe time with your loved ones wherever you plan to spend Thanksgiving this year. Happy #Thanksgiving!

#WeSpeakYourLanguage #OAHolidays
Open Access BPO
Open Access BPO5 days ago
Every entrepreneur's dream is to grow beyond his own shores, but how do you know if you're up to the challenge? Look out for these signs before taking your first step into international #expansion: https://zcu.io/Safk

#WeSpeakYourLanguage #Startup #Offshore #Outsourcing
Open Access BPO
Open Access BPO7 days ago
High employee turnover costs money and resources. It also jeopardizes your #brand reputation. One way for #CallCenters to prevent all these from happening is to build an effective #CareerDevelopment program.

Learn more: https://zcu.io/XdNU

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
#Thanksgiving is just a week away. #Ecommerce companies must suit up to face the onslaught of shoppers on one of the biggest shopping weekends of the year.

Here's how: https://zcu.io/4yzf

#WeSpeakYourLanguage #CustomerService #CX
Open Access BPO
Open Access BPO2 weeks ago
Consumers still think the best way to resolve their #CustomerService issues is via #email, even with the rise of new support channels. Follow these tips to maximize the advantages of providing effective #EmailSupport: https://zcu.io/3Si0

#WeSpeakYourLanguage #CallCenter