What can cause call center agents to be pushy?

OABPO Blog Team Published on July 17, 2014

pushy-male-call-center-agent--Open-Access-BPO
It s common for some firms offering call center outsourcing services to tie customer retention to employee performance. Does this practice really help boost loyalty, or can it cause serious detriments in the long run?

You’ve probably heard of the latest viral example of how customer service should never be done. In case you missed it, it’s a cringe-y eight-minute snippet of a recorded conversation that tech journalist Ryan Block had with a phone representative of his former Internet service provider. Block called to have his subscription cancelled, and the call center agent, who was apparently from the company’s customer retention unit, tried his hardest to prevent the cancellation from happening.

pushy-female-call-center-agent--Open-Access-BPO

The way the representative handled the transaction was borderline harassment and was downright unprofessional, which made it easy to make rounds in various news sites the moment Block shared his recording online.

We could learn a few things from the incident. There’s the obvious lesson of how fast a brand’s reputation could crumble when an unsatisfied customer used the power of social media to air out his bad experience with a company. But the bigger lesson here is how a bad company culture can go against the principles of customer service and ultimately, cause a dent on a brand’s image.

Not an isolated case

Ryan Block himself commented that the problem was “more systematic and not isolated.” Many others attested that the agent’s behavior was a result of poor training and management practice that is present in many call centers, not just the one owned by the broadcasting and cable company involved in the controversy.

Being part of the customer retention team, it’s the agent’s job to, well, retain customers. He must do the best he can to encourage customers to stay with the company using conversational tactics or rewards. It s an acceptable practice. However, if agents are prompted to use manipulative, agitating actions (hanging up, giving confusing instructions, making unnecessary transfers, putting on long hold), that’s when retention strategies become unethical.

Why agents resort to these actions

It s all because of the money. It’s common for some contact centers to tie incentives, bonuses, and even deductions to the number of cancellations and subscriptions they process in a day, week, or month. Since their salary, and sometimes their job, is impacted by customers who leave, agents resort to measures that aggravate people instead of enticing loyalty. And even if the tactics do work, these contact centers only retain headcounts but lose customer satisfaction behind the high retention rates.

In customer service, rewards should never replace intrinsic motivators such as fulfillment and willingness to contribute to the organization and deliver a pleasant customer experience. Agents must therefore be trained to do a task for its recipients and not because of fear of losing rewards. Otherwise, it would only defeat the purpose of having a customer service function.

Join us on facebook
Open Access BPO Yesterday
Gaining a leg up on the global competition means so much more than speaking your customer's langauage.

Understand their culture and you stand to capture the international market: https://buff.ly/3W2ODcL

----------
Outsource with a #MultilingualCallCenter that will help you establish a strong foothold in your global markets: https://buff.ly/4bDl6Mj

#WeSpeakYourLanguage
Open Access BPO Yesterday
Open Access BPO hosted a successful #Pride celebration, fostering a spirit of #inclusivity and community.
Attendees enjoyed a lively atmosphere with video showcases, band performances, and a drag queen showcase.

The event highlighted our commitment to #diversity and inclusion within the workplace.

𝗛𝗲𝗮𝗱 𝘁𝗼 𝗼𝘂𝗿 𝗯𝗹𝗼𝗴 𝗳𝗼𝗿 𝗮 𝗳𝘂𝗹𝗹 𝗿𝗲𝗰𝗮𝗽 𝗼𝗳 𝘁𝗵𝗲 𝗲𝗽𝗶𝗰 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗼𝗻: https://buff.ly/4cXfjSS

----------
Open Access BPO is a dedicated employee-centric #outsourcing firm that champions a culture of respect and appreciation for all, regardless of background or identity.

Outsource to gain a #CX team and a strategic employee-centric operations management without losing your focus on growing your business.
Partner with us today: https://buff.ly/4cWE95y

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#OABPOSpeaksWithPride
Open Access BPO 3 days ago
You need skilled and creative #CustomerService agents to wow your customers.
But #hiring the right people to engage with your consumers can be difficult for many brands.

Here's how to tweak your #recruitment strategies to get the best #CX experts: https://buff.ly/3zJNPSn

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3VZNHG3

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 4 days ago
Aside from the different accents, Americans and Britons have different attitudes when talking to #CallCenter agents.

Here's what agents have to know about both types of English-speaking Westerners when providing #CustomerService: https://buff.ly/3WdNKPW

----------
Anticipate and exceed your global customers' demands with a multilingual #CX expert: https://buff.ly/3WbhEnR

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO 4 days ago
Great #CallCenter agents rely on strong Team Leaders for guidance and motivation. But even the best intentions can be overshadowed by negative leadership habits.

Check out our blog post for 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗰𝗼𝗺𝗺𝗼𝗻 𝗽𝗶𝘁𝗳𝗮𝗹𝗹𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝘀𝗮𝗯𝗼𝘁𝗮𝗴𝗲 𝘆𝗼𝘂𝗿 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 (plus insider tips for becoming a stellar leader who inspires your team and drives results!): https://buff.ly/4eWMurQ

----------
Ready to man your brand's with the premier #CX team?

Find great call center agents and leaders to help manage your brand's growth when you partner with Open Access BPO: https://buff.ly/3WdMbBy

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
#CallCenterManagement #ContactCenters
#CallCenterLeadership #LeadershipQualities
#EmployeEmpowerment
Open Access BPO 8 days ago
Open Access BPO Makati picked up where our Davao colleagues left off in #PrideMonth celebrations.

Here are some of the highlights in last Friday's Pride Party at The Enderun Tent: https://buff.ly/4cHNoa9
Open Access BPO