What’s slowing down your customer service?

Faith Ocampo Published on March 7, 2016

Speed is not a one-dimensional call center requirement. It’s deep-seated within a brand’s customer service strategies, policies, and the customer journey.

call center agent thinking deeply

Customers today are so used to everything being handed to them fast, thanks to the Internet and the explosive proliferation of the smartphone. They modeled this standard from the convenience provided by vending machines, coffee shops, and fastfood restaurants—all of which can whip up their orders in a few minutes, sometimes even seconds.

So whether brands are up for the challenge or not, speed has become an unavoidable requirement of customer service. It’s one of the primary things that define customer experience and a way for brands to show they prize a customer’s time.

Unsurprisingly, outsourcing companies are breaking their backs trying to perfect the art and science of delivering agile services. With the aid of technology, there are several ways to do so. But if your customer service is still slow despite the many changes you’ve implemented, it may be time to revisit these three probable causes.

  1. Forcing customers to a self-service portal

    frustrated businessman with headache by laptop
    True enough, self-service applications can lift heavy burdens from call center agents. That’s why many customer service managers relentlessly encourage customers to solve their issues via video tutorials and online knowledge banks. The saddest bit, however, is that many brands now require customers to take care of themselves.

    Agents are thus left in an uncomfortable position of explaining to customers that they can’t provide the assistance being requested. Their only choice instead is to point the caller to a self-service portal. This setup can backfire, as many customers will surely demand instructions right then and there. Obviously, if you insist on doing this, a lot of your customers will begin to resent you.

  2.  

  3. Channel blocks

    road closed sign in the middle of the road
    So, you have multiple customer service channels, but are all of them being put to maximally beneficial use?

    It seems that every brand is eager to jump into the multichannel bandwagon. In reality, however, it’s a decision that requires serious contemplation. Consider if you have enough employees and if they can confidently handle those platforms.

    The simplest (yet often taken for granted) feature of a multichannel call center is 24/7 availability across all touchpoints. In customers’ eyes, unanswered emails and offline chat services are unjustifiable. It defeats the purpose of multichannel services, which is to make everything easier and faster for a customer.

  4.  

  5. Poorly executed upsell offers

    disappointed customer service agent giving thumbs down
    Upselling and cross-selling are part and parcel of good customer service. But they can also slow down your overall performance if:

    • your team follows a fixed script (hence, the one-size-fits-all approach) rather than tailoring the messages to the unique needs of a customer;
    • call center agents keep making a sale during every transaction even when it’s clearly out of context; and
    • agents spend too much time talking about the offer.

    A well-strategized and well-planned offer is made to the right customer at the right time. It’s the only way to make your offers appealing and successful.

  6.  

All outsourcing companies should know, however, that speed is not everything. Remember not to suck all the life out of the customer experience in your mission to speed up your services. As much as possible, try to strike the balance between pleasant customer interaction and call duration instead.

Get started on effective first contact resolution with Open Access BPO’s multichannel solutions. Tell us about your business needs and we’ll provide you with customized solutions.

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 15 hours ago
Exceptional #CustomerExperience is key to building brand loyalty and driving success.
Adding value takes it to the next level.

But what does that even mean? And what can you do to make it possible?

Find out now: https://buff.ly/4cVLFyp

----------
Outsource now to give your customer the best #CX they deserve:
https://buff.ly/4d46mIe

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 17 hours ago
𝐀𝐫𝐞 𝐡𝐮𝐦𝐚𝐧 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 𝐦𝐨𝐝𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐬𝐭𝐢𝐥𝐥 𝐧𝐞𝐜𝐞𝐬𝐬𝐚𝐫𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐦𝐢𝐝𝐬𝐭 𝐨𝐟 𝐚𝐥𝐠𝐨𝐫𝐢𝐭𝐡𝐦-𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 #𝐂𝐨𝐧𝐭𝐞𝐧𝐭𝐌𝐨𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐭𝐨𝐨𝐥𝐬.

It's humans vs algorithm in this blog post! Read all about it now: https://buff.ly/3Q733q8

----------
Outsource your content moderation and other business or knowledge process needs: https://buff.ly/3xHdhXO

#WeSpeakYourLanguage
Open Access BPO 2 days ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital.

You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/43WMwe9

----------
Let us create the multichannel program and team for your brand: https://buff.ly/442IjFI

#WeSpeakYourLanguage
Open Access BPO 3 days ago
Logistics, technical issues, and human error can impact #CustomerExperience.

𝗧𝗶𝗺𝗲 𝘁𝗼 𝗮𝗱𝗱𝗿𝗲𝘀𝘀 𝘀𝘂𝗰𝗵 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝗶𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆 𝘂𝘀𝗶𝗻𝗴 𝘁𝗵𝗲𝘀𝗲 𝟰 𝗯𝗮𝘀𝗶𝗰 𝘀𝘁𝗲𝗽𝘀.

----------
Make a difference in your customers' lives.
We'll take the lead: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport #CustomerRetention
Open Access BPO 3 days ago
Even if you've set your brand to constantly delight your customers, there are times when you have to say no to their requests.

Master the art of saying "no" with compassion.!

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://www.openaccessbpo.com/blog/customer-service-tip-5-tactics-saying-no-compassion/

----------
Choose an #outsourcing company that values #CustomerService and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenterTips
#CustomerSatisfaction #CustomerExperience
Open Access BPO 3 days ago
Open Access BPO's CEO Benjamin Davidowitz spearheaded the recent Easter community initiative in Poblacion, Makati City: https://www.openaccessbpo.com/blog/open-access-bpo-ceo-leads-easter-community-initiative/

This annual tradition aims to provide nutritious meals to those in need while spreading joy to children with balloon giveaways. This year marks the 7th consecutive year of the initiative, made possible with the dedication of volunteers from Open Access BPO. Together, they distributed 1,000 meals and 700 balloons to the community.

----------
Learn more about our outreach programs and employee engagement activities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#OABPOcares #CorpSocialResp
Open Access BPO