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Major Customer Service Mistakes And Ways To Fix Them

by Kathie Murphy 12 months ago in business
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Customer service is an important area for your business development. While most businesses are partnering with professional BPO services, a handful of companies still doubt their credibility.

Major Customer Service Mistakes And Ways To Fix Them
Photo by Charanjeet Dhiman on Unsplash

Customer service is an important area for your business development. While most businesses are partnering with professional BPO services, a handful of companies still doubt their credibility. Moreover, if you are one of those, then before you plan to partner with a BPO company, here are some mistakes we would like to focus on. With exponential development in technology, things are pretty much getting competitive. It's all the more imperative that common customer service mistakes are avoided to attain success. Meanwhile, even the slightest of issues can have far-reaching effects.

To increase profit and reduce losses El Salvador call center suggests avoiding common customer service debacles. Here are some areas that we would like to focus on.

Lacking adequate training for agents

Your agents are the windows to your customer. Moreover, they act as a brand ambassador and represent your business. Training is an essential part of the overall business structure. It is a crucial aspect of any setup. Likewise, if agents are not well equipped to handle customer service scenarios, blunders may happen periodically. This is something that no customer service can afford.

The emphasis here is to provide quality training to agents. A well-trained outbound call center agent can do wonders for your business.

Solution

Things are pretty easy to fix. Any professional agency caters to the training requirements of the agents. A well-staffed and equipped training department with state-of-the-art techniques and the latest updates can change the overall business outcomes. This is probably one of the most important investments that any company can make to reap the benefit.

Not Measuring the agent's performance

Skipping the agent's performance is not a good option. If you don't know how the agents perform, then you might be leaving a patch. Any deficit from the agent's performance for the BPO Services needs to be worked upon. Measuring the overall experience is highly essential. Some pointers include

  • If they are in the right direction
  • If they have hired the right sort of agents as per the need
  • If they need to upgrade communication
  • If the customers are satisfied with the overall services

Solution

Things that are backed by data are always a better deal. Moreover, this helps in making decisions smoothly. For any order taking call center, agents are the core and must be dealt with sensitively. Besides, when you have access to the state-of-the-art setup competent with real-time data analytics, the tracking mechanism can be seamless.

False Commitment

False commitment is one of the most crucial deals that can affect your business. The entire industry is based on dealing with customers. In such scenarios, there's nothing like shorts cuts. This is a common issue with most BPO Services. In order to bring business, they are ready to reach any level of falsehood.

Besides, honesty is the best policy when dealing with customers. The most common error is not adhering to the timeline in resolving issues. Instead, if a particular case takes a specific time, the same needs to be informed to the customer.

Solution

Your business needs to partner with an organization that has a high-level business reputation. Moreover, regular case studies and data need to be shared with the team to have zero scopes for false commitment. Likewise, there should be an alternative to such duty. Open and transparent communications are always encouraged at all times.

Ignoring advanced communication channels

BPO Services are no longer limited to traditional tele calling. With the ever-changing technology, the El Salvador call center can no longer afford to remain immune to the latest trends. Now, smaller companies feel that investing in such technologies might be expensive, but this is definitely a significant mistake as the world is dynamic.

Solution

There is a list of communication channels that BPO Services primarily emphasizes. The chatbot is one such option that you may integrate on your website. Meanwhile, most businesses are taking the help of social media channels as they serve you free of cost.

Sidelining company policies over customers

How often do your BPO services come with "sir/madam, sorry we can't help you due to company policy" Remember, these are touchpoints that customers never forget. They're likely to move to your competitor in case both the parties aren't on the same side.

Better be clear and make your business flexible. In business, everything can be bent to pay the way for a win-win situation. After all, your customer is the reason you're in the industry.

Solution

Now is high time we stop making mistakes in company policies. The customer is the only person to be given extreme importance. Remember, bending a few guidelines won't affect your business success.

Radom Team Hiring

There are customers waiting for your service, and there's a lot of scopes out there. Hiring a customer care executive is definitely an exhaustive process. Moreover, one needs to execute things very carefully. So, working with random BPO services is definitely not a good option.

Solution

A professional firm runs strict guidelines when hiring staff. Besides, there are data security and other areas that companies need to comply with. It is best to sit with the business team and understand their hiring process.

Failing to focus on regular customer feedback

Most call centers don't have that much time to call the customers for feedback. Moreover, they are encouraged to do either. This is a common mistake that can hinder customer service success when looking through the big picture.

Solution

Gathering customer reviews makes the customer think that you're very much concerned regarding the service quality. Moreover, your business may automate the process. Also, running regular follow-up calls ensure that things are going the right way.

Not building customer relationship

Most agents think that connecting with customers is just a simple call. However, that's not the same from the customer's side. By dealing with the agent, they are dealing with the entire organization. Therefore, only a skilled agent understands the value of an effective customer relationship. As a result, you can expect long-term relationships with customers, building effective relationships.

Solution

Besides connecting with your customers, your BPO services may also leverage incentives so as to promote customer relationships. Additionally, having a customer-centric approach at all times is the best option.

Final Wrap

Ensuring that the quality department is not there just in name, but to mentor, calls are what customers expect from you. Therefore, it is highly essential to have a professional team that can stick to any challenges forwarded to them. With the rise in competitiveness, you need to ensure that you're not left behind. Good luck!

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Kathie Murphy

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