Means vs ends: Is multi-channel customer service really necessary?

Faith Ocampo Published on November 3, 2015

customer-service-team-on-calls-using-laptop-call-center-manager-using-tablet
The proliferation of several tech platforms, which allows brands to connect with customers in so many ways, is radically changing the face of call centers. This entirely new phenomenon gave rise to multi-channel call center services ideally as a means of achieving customer satisfaction through seamless transactions.
However, providing multi-channel services doesn’t automatically mean your customers will be pleased. Multi-channel customer service expands consumers’ choice when it comes to how they want to reach the brands they follow. The underlying concept driving this purpose is personalization.

Is this strategy applicable to every single brand out there?

It s easy for managers to say, “Hey, we’re using multiple channels so we can reach more customers,” but mastering the complexity of omni-ness is another matter altogether. Do customers really care about how they contact you, or do they simply want to do away with the troubles involving your products or services?

Succeeding as an omni-channel brand

Supporting the entire customer journey, from brand awareness to purchase, across multiple channels is a challenge. There is actually a well-defined dichotomy between creating brand awareness and enhancing engagement (through self-service channels, mobile, and social media) and actually providing customer care using whatever platform is necessary. The latter requires a full integration of product know-how, technical support, and seamless multi-platform services.

composite-of-customer-service-agents-on-a-call-and-using-computer-with-customer-on-phone
Without this solidarity, brands would be sacrificing first-contact resolution. Imagine if some of the channels you used aren t equipped to resolve issues in one contact. It follows that another transaction, perhaps via a telephone channel, would be needed to fully address issues previously brought up through chat, email, or social media.

We need not elaborate how poor multi-channel customer service affects customer loyalty. If you re offering something glamorous from afar but lacks value upon a closer look, prepare to say good bye to your customers.

When to offer fewer channels

If you think you’re ready to provide multi-channel BPO services, remember these three key points:

1.     Customers prize quality over quantity.

Think of it as mindless multitasking. By providing customer care using too many channels, companies fail to maintain the quality of their services in any of them. Although being easy to reach is the path toward increased customer engagement, you have to follow through with providing a hassle-free, accurate, and customer-focused service.

2.     Customer experience impacts brand loyalty.

Transferring your customers from channel to channel because you failed to resolve the issue using the first touchpoint would fuel frustration. As a brand who wants only the best for customers, you have to recognize when it’s time to rethink your strategies, the customer care approaches that are best for your market, and the trends you must not adhere to.

diverse-call-center-services-customer-service-manager-using-tablet

3.     Customers are after results.

Companies that can provide the customer’s channel of choice and provide stellar services across these channels are lucky; they’ll be reaping all the benefits of customer satisfaction. But until you’re ready to move into the field of multi-channel customer service, focus first on how your team can produce great results.

Our advice? Do it gradually. Master your craft, and focus on expanding to other platforms one at a time.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 4 days ago
For global businesses, #outsourcing has evolved beyond a cost-saving measure into a strategic pillar for building true business resilience.

𝗔 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝘁 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗼𝗻𝗲 𝘁𝗵𝗮𝘁 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝘄𝗲𝗮𝘁𝗵𝗲𝗿𝘀 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝗼𝗻𝘀 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝗮𝗱𝗮𝗽𝘁𝘀 𝗮𝗻𝗱 𝗲𝗺𝗲𝗿𝗴𝗲𝘀 𝘀𝘁𝗿𝗼𝗻𝗴𝗲𝗿.

❓ How do you future-proof your business in an unpredictable market?
❓ What is your approach to building a business that is built to last in an unpredictable market?

Learn more about creating an unbreakable business model, continue the conversation with us over at: https://buff.ly/N4b8hOD

________________________________
Brands trust Open Access BPO in building resilience, with our customized solutions and a diverse, multilingual workforce that strengthens their operations.

Don't wait for the next market shift—connect with us now to start building your unbreakable business:
https://buff.ly/rWaK05N

#WeSpeakYourLanguage
#PhilippineCallCenters #BusinessContinuity
#BusinessResilience #StrategicOutsourcing
#B2B #FutureProofing #BusinessAgility
Open Access BPO 19 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/Zf9nscz

——————————
Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/TVHntWT

#WeSpeakYourLanugage
#PhilippineCallCenters #DisasterPreparedness
#BusinessResilience #RiskManagement
#CrisisManagement #EmployeeSafety
Open Access BPO 22 days ago
Promoting #CallCenter agents to leadership roles is crucial for both talent development and ensuring a consistent #CustomerExperience.

Structured training programs are the bedrock for building the skills that enable these new leaders to effectively oversee their teams.

Let's discuss how to infuse these key points into a future leader's workplace persona: https://buff.ly/uD7ouM6

——————————
Partner with an #outsourcing firm that finds a way to leverage accents and multilingualism to deliver excellent #CX.

Outsource your business needs to Open Access BPO's expert team, supporting over 30 languages.

Contact us today.
Let's start planning your ops: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
Open Access BPO 23 days ago
Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

A positive work environment leads to more engaged employees, which in turn improves #CustomerService and retention.

A highly engaged and motivated workforce is essential for providing excellent #CustomerService and retaining top talent.

Check out these 5 tips to boost #EmployeeEngagement and productivity in #ContactCenters: https://buff.ly/ba5Mx36

——————————
See how Open Access BPO's dedication to employee training, engagement, and a diverse culture helps us deliver a superior #CustomerExperience: https://buff.ly/uTdQH3D

#WeSpeakYourLanguage
#CSat #CustomerSupport #CX
#CustomerSatisfaction #CSat
#EmployeeManagement
Open Access BPO 24 days ago
Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

The multilingual call center's initiative focuses on holistic wellness practices that are perfectly suited for the #BPO environment, including physical fitness, nutrition, and stress management.

See how we're revolutionizing employee wellness: https://buff.ly/dXBijx5

——————————
The success of our team is our top priority, and that dedication is reflected in the results we deliver for our clients.
We believe that a happy and healthy workforce is the best foundation for a successful partnership.

Looking for an outsourcing partner that's invested in both its people and your brand? Let's talk: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork #EmployeeEngagement
Open Access BPO 26 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

#WeSpeakYourLanguage
#OneForHealth #WorkLifeBalance
#MentalHealthMatters #IdeaHubOABPO
#EmployeeWellness #WellbeingAtWork