Meeting consumer expectations through customer service outsourcing

Meeting consumer expectations through customer service outsourcing

OABPO Blog Team Published on May 7, 2014

smiling-female-customer-service-agent-wall-clock-background
Customers have different expectations from the products they use and brands that provide them service. For instance, it would be rational for fast food diners to expect their meals to be served moments after their orders are places. Those who avail the services of a dressmaker, on the other hand, normally wait for their dresses to be ready within a week or so.

Similarly, consumer expectations differ depending on the experience promised by the company they do business with. If a brand is known for its error-free manufacturing methods, its users wouldn’t likely expect to see defects on the products.

Despite the differences, customers have certain service qualities that they expect from every brand they use. One thing that these traits have in common is that businesses can meet these expectations through customer service outsourcing.

• Omnipresence

As managing multiple platforms can be daunting, brands turn to customer service outsourcing firms that offer multi-channeled customer care solutions. Partnering with one assures that customers get service through the manner they most prefer — whether it’s via email, live chat, or social media.

male-call-center-agent-looking-at-reports-on-the-wall

Customers want to be able to reach companies through more than one point of contact. Businesses answer this demand by making themselves present on all communication channels they can penetrate.

• 24/7 availability

A brand that’s accessible through various communication channels may still fail customer expectations if the points of contact are not always responsive. Outsourcing 24/7 call center services is one way of making your brand available round-the-clock no matter where the customer is calling from.

• Accuracy

Accuracy translates to efficiency. No customer would want to receive erred services and go through repetitive processes to get things right.

Call centers take pride in mastering the trade of the brands they represent by training agents and even producing scripts to make sure that nothing they say would go amiss. In addition, these firms implement measures that reduce the possibility of agents committing mistakes.

• Care and familiarity

Customers prefer transacting with someone who understands where they’re coming from.

The belief that they’d get faster, more efficient solutions from an empathetic agent makes customers choose to talk with a representative who speaks the same language that they do. Knowing this, call centers conduct special culture training and hire native speakers for multilingual customer service accounts.

female-call-center-agent-group-of-agents-background

The level at which brands meet market expectations determines the satisfaction of customers. The public may have varying expectations from the businesses they support, but despite the differences, one thing that will never change is that companies must meet these expectations to stay relevant in their market.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 hour ago
#CallCenter leaders play a central role in helping campaigns grow. Team leaders especially are responsible for the progress and the quality of service that #CustomerSupport agents provide the brand's customers.

Here are the 5 biggest enemies of great leadership (and a few tips on how to be a good leader): https://buff.ly/3M5iMC0

Find great call center agents and team leaders to manage your brand's growth when you partner with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO20 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 BPO1 day 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 BPO3 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 BPO4 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 BPO4 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