How can a Philippine call center tell if customers are happy or not?

How can a Philippine call center tell if customers are happy or not?

Julie Pearl Published on January 14, 2014

Philippine-call-center
Every Philippine call center makes use of customer feedback in order to measure the effectiveness of their customer service initiatives. The comments highlighted on these feedback forms are considered as a quick alternative to commissioned market researches. With these, business process outsourcing (BPO) companies are able to improve their strategies, keep their consumers happy, and grow their customers.

Through each call that contact centers make or receive, they are able to gauge how the market receives the products and the company that they represent. The purpose of the call, the tone of the conversation, and the data gathered from various customer service channels can help determine whether your customer is happy or not.

Philippine-call-center--

Signs of customer satisfaction

A satisfied customer will likely recommend your brand to four or six other people, and if the referral is convincing, they will consequently try your product and end up as new customers.

How can your call center representatives tell whether the new customer’s purchases are influence by an existing customer’s referral? One way is to offer rewards or discounts to the referrer or to the customer who made the switch. Doing so is like hitting two birds with one stone—your customer service team will be able to keep track of referrals and simultaneously boost customer loyalty.

Speaking of loyalty, another sign of customer satisfaction is repeat sales. Surely, a customer would not do business with you again if his last call center transaction was unpleasant. This is where automation proves its efficiency in call center operations, as software packages for recording and retrieving customer information help in tallying repeat sales among other statistics.

The definition of a dissatisfied customer

An angry customer is not necessarily a dissatisfied customer, but both can be bad for business. People become dissatisfied when you fail to provide a service the way they wanted. They may be annoyed or frustrated, but they are not quite angry.
Salesforce found out through a survey that only less than 25% of customers take their complaints to call centers while 70% to 90% keep their dissatisfaction to themselves. This is why you should be alarmed if you get few negative feedback, as this most probably hints of customer service failure.

Angry customers, on the other hand, tend to let a lot of other people know about their unsatisfying customer experience. They can discourage others from supporting your brand, as negative word of mouth spreads faster and wider than praises.
To keep negative impressions from causing a dent on your company’s reputation, your customer support team should monitor consumer activities beyond the phone lines. Having your team keep track of impressions on multiple channels, or take advantage of social media tools’ advanced searching and tracking capabilities, can give you an idea of how well or how bad your brand reception is.

The conclusion

A Philippine call center measures the satisfaction of customers through various data collection methods, but the behavior of the customers can be enough to tell whether they are happy or not. Regardless of how customer happiness is measured, feedback should be regularly gathered to help you refine your customer support initiatives, and keep your business afloat.

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO20 hours ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO2 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO6 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. 𝗣𝗿𝗶𝗱𝗲 𝗠𝗼𝗻𝘁𝗵 honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO6 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO