Should call center agents make customer service decisions?

Should call center agents make customer service decisions?

OABPO Blog Team Published on June 3, 2014

happy-call-center-agents-team
How much authority should you grant your outsourced call center agents? Open Access BPO shares insights that could help you choose the right level of trust that you can put on your employees.


Many call center solutions in the Philippines are carried out by order-taking roles, but it is still inevitable for call center agents to encounter cases where their decision-making skills are put to a test. In these situations, it is commonplace for some firms to escalate the call to a higher-up with the authority to decide on the matter. Companies that practice this do so to ensure that the problems are dealt with properly. The assurance they want, however, can come at the expense of the customers’ time.

The price of indecisive CSRs

Part of the common customers’ definition of good service is having their concerns attended to within a reasonable amount of time. If their problem is not solved immediately, they may take this as a sign that your company doesn t value their time. Being made to wait, as attested by countless cases of customer service failures, can cause consumers to leave the brand they once supported.

happy-woman-holding-a-cellphone

This is the consequence that you may face if your frontline employees who receive complaints don t have the authority to settle concerns on their own. Since customer service representatives must pass the phoned-in problem for it to be resolved, the transfer will lengthen the process, snatching the satisfaction away from customers.

Granting authority

One way of rectifying this problem is to let your customer support agents deal with complaints up to a certain level. For instance, they can decide how much discount can be given to a buyer as long as the markdown is within the 20% limit. You can allow them to make refunds or replace products if the purchase was made during a certain period or if the price is below $100. If they come across graver, more sensitive matters, that’s when team leaders can be called to negotiate with the customer concerned.

happy-female-call-center-agent

You don t have to plunge right in if you feel that your agents are not completely ready to make decisions. They should be trained and tested first, or you may choose to implement the rule temporarily.

If you notice a dramatic increase in customer satisfaction, see a decline in average handle time, and observe that your customer service agents’ decision-making skill is consistent and fair, then it’s time to permanently trust them with their new responsibility.

Authorizing your frontline people to make independent decisions is a sign that you are confident in their ability. Knowing that they are empowered and entrusted with an important role, your agents can boost their morale, which is a main factor behind employee retention.

One response to “Should call center agents make customer service decisions?”

  1. Anonymous says:

    Superb post however I was wanting to know if you could write a litte more on this topic?
    I’d be very grateful if you could elaborate a little bit more.
    Bless you!

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO18 hours ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO19 hours ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#𝗗𝗮𝘁𝗮𝗣𝗿𝗶𝘃𝗮𝗰𝘆𝗪𝗲𝗲𝗸 aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
As a global #outsourcing hub, offshoring to the #Philippines has been recognized as a winning business strategy. But one of the things you should also consider is the security of the data you will be sharing with your chosen outsourcing firm.

Here's how you can keep your customer's trust even when their data is with a third-party company: https://buff.ly/3GY1jKm

----------
Only trust an oustourcing firm with a robust #InfoSec aimed to protect you and your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity
#DataSecurity #InfoSec
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
Located between Hong Kong and Mainland China, 𝗧𝗮𝗶𝘄𝗮𝗻 is a strategic location for businesses wanting to reach large Asian markets. Global economic surveys regularly recognize Taipei's investment-friendly business landscape.

Build your brand's East Asian presence with our diverse and highly qualified team of native 𝑴𝒂𝒏𝒅𝒂𝒓𝒊𝒏, 𝑪𝒂𝒏𝒕𝒐𝒏𝒆𝒔𝒆, 𝑱𝒂𝒑𝒂𝒏𝒆𝒔𝒆, 𝒂𝒏𝒅 𝑲𝒐𝒓𝒆𝒂𝒏-speaking professionals.

𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵 𝗮 𝘀𝘁𝗿𝗼𝗻𝗴 𝗯𝗿𝗮𝗻𝗱 𝗽𝗿𝗲𝘀𝗲𝗻𝗰𝗲 𝗶𝗻 𝗘𝗮𝘀𝘁 𝗔𝘀𝗶𝗮 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗧𝗮𝗶𝗽𝗲𝗶: buff.ly/3WtmoSM

----------
𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/3kFl5Te
• Our Other Locations: https://buff.ly/3WpOYo5

#WeSpeakYourLanguage
Open Access BPO