Read this before you add a new call center channel

Faith Ocampo Published on January 20, 2016

businessmen-hands-holding-fitting-jigsaw-puzzle-pieces

If you want to provide customers an omnichannel experience, don t rush the process. Otherwise, you may be doing more harm than good.

In our highly advanced era, customers are leading multi-channel lives, hopping from one device to another for very specific purposes. Brands, meanwhile, face the challenge of fitting into and embracing the customer s cross-channel lifestyle.

Your target customers, who you direly want to please, can quickly abandon you if you fail to make your brand socially active, easily reachable, and relevant. But as much as you want to keep all your lines open, the process of channel integration can be a tough pain point.

businessman-holding-jigsaw-puzzle
Indeed, just because you have multiple customer service channels, courtesy of your call center, doesn t mean that you ve won your customers over. There are threats involved, and honestly, you may end up doing more harm than good. They may want the omni-channel customer experience, but if those multiple platforms don t work well together, it s also easy to switch to another brand who does it better.

Here are some things you need to consider before you decide to add a new customer service channel.

1.     Start with a control group.

smiling-female-employee-in-small-business

If you re working with a call center, adding a new channel may mean signing up for additional business process outsourcing (BPO) services as well. It s another commitment that would require you to spend more, so you have to make sure that your team has what it takes to make the most of this endeavor.

Testing your new customer service channel, be it live chat, SMS, or social media, will allow you to identify the issues you need to work on. This will enable you to execute your new services more smoothly once they ve been officially introduced to
customers.

2.     Multiple platforms need a consistent brand voice.

bald-bearded-business-clones

Providing a consistent service isn t only for the sake of company branding, although it s a vital part of it. But more importantly, your customers must know what to expect from your services, no matter which channel they re on.

Integrating your call center channels is a must in order to provide the same service level to all your customers, regardless of where in the customer journey phase they are. It also helps to adopt a house style that agents can refer to when communicating with customers.

3.     Choose the channel carefully.

woman-using-magnifying-lense

Before you choose a channel to add to your existing BPO services, ask yourself if you just want to ride along the trend or if that s really what your customers want. Each customer service platform has its own strengths and limitations. Thus, you should choose one that can best deliver the kind of assistance you wish to provide your customers.

4.     What types of queries can the new channel accommodate?

bearded-businessman-in-bears-carrying-umbrella

Building a multichannel call center would require you to create an effective routing system that allows you to choose the most appropriate channel for responding to different types of queries. For example, email is best used for providing easy-to-understand instructions, which customers can go back to in the future. Social media, on the other hand, is great for delivering quick info, such as your address or operating hours. You need to consider these factors so that you can provide customers better services.

5.     Assess your agents’ skills.

middle-aged-customer-support-team-leader-monitoring-young-employee-ay-work

As each platform requires a unique set of skills, you need to find agents who can deliver your services across different platforms. Remember that your customers are incredibly tech-savvy and that they can spot any incompetence on your part.

 

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 3 days ago
Stress is common among #CallCenter agents.
But night shift agents experience twice the amount of stress because their work schedule disrupts their normal sleeping pattern.

Here's what you can do to help your night shift agents: https://buff.ly/3P1qkt3

----------
We foster a culture of employee care, with opportunities to grow and thrive: https://buff.ly/3P0nT9Q

#WeSpeakYourLanguage
#CallCenterManagement #EmployeeManagement
Open Access BPO 3 days ago
Brands occasionally opt for #crowdsourcing to manage their #ContentModeration needs, covering everything from #SocialMedia content to customer reviews.

Sadly, trusting user-generated filters can be risky, affecting your:
Brand reputation
Customer experience

Learn about the risks and real-world examples of brands that faced challenges due to inadequate moderation: https://buff.ly/3SYvNSA

----------
Outsource your brand's content moderation needs to a trusted #BPO empowered by multilingual expert: https://buff.ly/3SYvPKc

#WeSpeakYourLanguage
#ReputationManagement #CX
#CustomerExperience #BrandProtection
Open Access BPO 4 days ago
𝗕𝗿𝗮𝗻𝗱𝘀 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗰𝗼𝗻𝘀𝗼𝗹𝗶𝗱𝗮𝘁𝗲 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝗽𝗲𝗼𝗽𝗹𝗲, 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀, & 𝘁𝗲𝗰𝗵 𝘁𝗼 𝗯𝗿𝗶𝗻𝗴 𝘁𝗵𝗲 𝗵𝗶𝗴𝗵𝗲𝘀𝘁-𝗾𝘂𝗮𝗹𝗶𝘁𝘆 𝘀𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝘁𝗼 𝘁𝗵𝗲𝗶𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀.

Their goal is twofold:
• to please customers and retain them; and
• to differentiate themselves from competitors.

However, even with the right strategies, one customer service blunders can quickly turn a customer's experience sour.

Here are the #CX mistakes that can ruin your efforts: https://buff.ly/3T9AN8c

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/42TUVhR

#WeSpeakYourLanguage
#CustomerService #CallCenters
#MultichannelCallCenter
Open Access BPO 4 days ago
To deliver great #CustomerExperience, you need a team of passionate employees.
But if your #CallCenter agents are suffering from 𝗽𝗼𝗼𝗿 𝘁𝗲𝗮𝗺 𝗱𝘆𝗻𝗮𝗺𝗶𝗰𝘀 and 𝗹𝗮𝗰𝗸 𝗼𝗳 𝘁𝗲𝗮𝗺𝘄𝗼𝗿𝗸, it's time for you to step in.

To heighten #EmployeeEngagement in the #ContactCenter, consider these coaching strategies: https://buff.ly/48pvHJr

----------
For quality #outsourcing frontlined by diligent, skilled experts: https://buff.ly/48uy4dJ

#WeSpeakYourLanguage
#Customerervice #EmployeeManagement
#CX #CallCenterTraining #OutsourcingCX
#CustomerService #CallCenters #CSat
#CustomerCentric #HappyCustomer #productivity
Open Access BPO 4 days ago
𝗪𝗲'𝗿𝗲 𝗽𝗮𝘀𝘀𝗶𝗼𝗻𝗮𝘁𝗲 𝗮𝗯𝗼𝘂𝘁 𝘀𝗼𝗹𝘃𝗶𝗻𝗴 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝗮𝗻𝗱 𝗮𝗱𝗱𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝘁𝗼 𝗽𝗲𝗼𝗽𝗹𝗲'𝘀 𝗹𝗶𝘃𝗲𝘀.

Open Access BPO improves customer, user, and digital experiences, to help you create meaningful connections with your global market.

We provide a broad range of outsourcing solutions including customer experience, content management, back office solutions, and knowledge process support. Our multicultural experts deliver these 24/7 services in over 30 languages from our six sites across Asia and the United States.

Contact us today:
www.OpenAccessBPO.com
+1.888.888.1519

- - - - - - - - - - - - - - - - - - - -
#WeSpeakYourLanguage
Open Access BPO 5 days ago
Call center agents have certain qualities that may be overlooked by team leaders.
Many of those are just as important in empowering them to ensure #CustomerSuccess as effective #CX reps.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘀𝗼𝗺𝗲 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗯𝘂𝘁 𝘂𝗻𝗱𝗲𝗿𝘃𝗮𝗹𝘂𝗲𝗱 𝘀𝗸𝗶𝗹𝗹𝘀 𝘁𝗵𝗮𝘁 #𝗪𝗼𝘄𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗮𝗻𝗱 𝗹𝗲𝗮𝗱 𝘁𝗼 #𝗕𝗿𝗮𝗻𝗱𝗟𝗼𝘆𝗮𝗹𝘁𝘆: https://buff.ly/3Tcdtqf

----------
Our recruitment, training, and quality assurance best practices have helped transform our partners' #BrandExperience.

Contact us right now for heightened #CustomerExperience that sets your brand apart:
https://buff.ly/3uWmydr

#WeSpeakYourLanguage
#CustomerExperience #CSat
#OutsourcingCX #CustomerService #CallCenters
#CustomerCentric #HappyCustomer
Open Access BPO