Purpose vs. Function: Why CSRs should know the difference

Purpose vs. Function: Why CSRs should know the difference

OABPO Blog Team Published on August 4, 2014

male-call-center-agent-working-diligently-with-purpose-philippine-call-center-Open-Access-BPO

Every Philippine call center (or perhaps every company there is) orients its newly hired customer service representatives (CSRs) about their function. It’s a part of the process of transitioning the recent hires into fully functional assets of the company. Even during the interview or recruitment stage, CSR hopefuls are given an overview about the duties they will carry out once hired. Technically, an employee’s functions—the specific tasks and expectations given to him—are what his official job description contains, so it’s of the essence to put those duties in mind. However, there is something more than his functions that a CSR must know by heart. It is his purpose.

The difference between function and purpose

It s easy to spot a CSR who knows and accomplishes his functions: he’s productive and able to meet the quotas given to him while passing the set metrics. His every transaction with a caller starts and ends according to the ideal call you envisioned your customer service unit to conduct.

female-call-center-agent-working-diligently-with-purpose--Open-Access-BPO

Like him, CSRs who know their purpose do the same: they meet quotas and metrics while making every call pleasant for the customers at the other end of the line. But what makes them different from those who work only to fulfill their function is that they’re able to drive customer satisfaction outside the usual ways stipulated with the role of a CSR.

In a manner of speaking, function-driven CSRs simply do what is told and expected of them: answer product-related questions and process requests. If they understand their purpose, however, they empathize with the customer and listen for cues in order to determine what could appease the customer’s issue.

When you’re upset because of a late delivery and say that the product you’re waiting for is for your daughter’s graduation, the CSR who knows that his purpose is to give satisfaction will apologize, explain the problem, tell the time when the delivery will arrive, and then make up for the inconvenience by adding a free gift on your family’s next big occasion, perhaps even on your daughter’s upcoming birthday.

The gist

Making people under your customer service unit understand their function enables them to carry out their roles according to your standards, which benefits your internal operations. But if they understand their purpose of making people happy with your products and services, your CSRs will do more than what is necessary to provide that happiness and satisfaction. And in turn, they simultaneously impress the customers while giving the customers a positive impression of your brand.

How can you reinforce purpose in your CSRs? Tune in for the second part of where we’ll share leadership tips for purpose-driven customer service.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO8 hours ago
Maintaining regular communication with customers can help you earn their trust. This is essential when delivering value-added #CustomerService.

Here are tips to make #CustomerCare even more special for your consumers: https://buff.ly/3xjM2h9

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO17 hours ago
Open Access BPO adopts #DataSecurity solutions and adheres to #InfoSec industry standards to proactively face emerging digital threats.

Ensure frictionless customer journeys through #SmartRedundancy: https://buff.ly/3xitA8E

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
91% of customers use #email every day, which makes it a staple of every brand's #multichannel strategy. As promising as it may be, however, it also has its own limitations.

Find out what these constraints are and how you can deal with them: https://buff.ly/3tCqTNf

#WeSpeakYourLanguage #EmailSupport #CustomerService
Open Access BPO
Open Access BPO3 days ago
Moderating content is the best way to protect online reputation. Before tapping an expert, it's vital to understand your options and the advantages they provide to ensure maximum security and efficiency: https://buff.ly/2QgAXNm

Visit www.openaccessbpo.com for more information about our services.

#WeSpeakYourLanguage #Outsourcing #ContentModeration
Open Access BPO
Open Access BPO4 days ago
Setting the right performance metrics helps your #CustomerService team achieve business goals and scale as you grow. Partner with a qualified #BPO provider for seamless program management: https://buff.ly/3xfhcXl

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Consumers turn to #SocialMedia and apps to learn and interact with brands. However, about 60% of online harassment happens on these channels.

Moderate content to keep your online spaces safe for users: https://buff.ly/3wYzqvS

#WeSpeakYourLanguage #ContentModeration
Do NOT follow this link or you will be banned from the site!