tag:blogger.com,1999:blog-60572519195323552322024-02-19T04:09:23.557-08:00Open Access BPOOpen Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comBlogger188125tag:blogger.com,1999:blog-6057251919532355232.post-44723016363701843052018-02-20T02:57:00.000-08:002018-02-20T02:57:00.331-08:00How companies should help their content moderation experts<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi6PRQ4cxBvF51I0Dzh04F23JU_twZcWjR__q-YurPUzXFB7rCUUkytWj0tABGMpaFfgIaA-SLM64avkHfMoufjJvHgpiiQAtbNOAHtG6ItxJRrTzSOgvMdddt8wSaoSEDHpsFm4awFhQgU/s1600/office-employees-speaking-to-boss.png" width="600" /></center>
At a glance, content moderation might <a href="http://openaccessbpo.blogspot.com/2016/06/what-really-happens-during-web-content.html" title="What really happens during web content moderation?">seem like an easy task</a>. You'd think that workers would only have to look through images, videos, and comments then hit either a Reject or an Accept button. Sure, that may be the standard repetitive process among these companies, but it's hardly that easy, especially for those who have to sit down and do the dirty work of sifting through every piece of content.<br />
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But <a href="http://newsroom.ucla.edu/stories/who-watches-out-for-the-watchers" rel="nofollow" title="Who watches out for the watchers?">who's in charge</a> of keeping these illegal and offensive content away from you and your children?<br />
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<p style="font:normal 22px 'Oswald', sans-serif; ">Who indeed?</p>
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Many content moderators are regularly exposed to the darker side of the Internet, braving through the mundane and the depraved so you don't have to.
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Companies with an online outlet use content moderation. Small businesses may include some form of it as part of their digital marketer or social media manager's list of tasks. On the other hand, larger firms with an international customer base (such as <a href="http://www.businessinsider.com/content-moderators-facebook-youtube-microsoft-whats-it-like-2017-12" rel="nofollow" title=" Content moderators for tech giants like Facebook and YouTube reveal what it's like to sift through some of the most disturbing material on the internet">Facebook and YouTube</a>) either build an in-house team for it or rely on outsourcing content moderation.<br />
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Tasked to go over every piece of content submitted to a company's website or social media pages, the content moderator's true responsibility is ultimately to help the company maintain a good online reputation. That's a critical responsibility that, in a nutshell, entails deciding whether a video or a comment:<br />
<p style="margin-left: 15px;">• Fairly represents your company;<br />
• Is appropriate for your demographic;<br />
• Is indeed true; and<br />
• Doesn't attack or purposely offend anyone else.</p>
Content moderators are thrust into a position that encompasses responsibility and danger. Sure, there are companies that only require their employees to confirm information within customer identification cards or legal documents, but other moderation activities, unfortunately, are riskier. Many content moderators are regularly exposed to the darker side of the Internet, braving through the mundane and the depraved so you don't have to.<br />
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Seeing how crucial their responsibilities are, what must companies do for its content moderators?<br />
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<p style="margin-left: 15px;">• <span style="font:normal 22px 'Oswald', sans-serif; ">Psychological tests during recruitment</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgudhurvOI8lYqxXzjiFOBCli41ftMO1Mlk9slgVLBgz2fjHRYAI6QcYpTQRx-BqdJnowbaC31yfLB5qML7Tr1_FyR82ZDKPA1FIRuwZjIcgNYzskyUoJ-_2MHPmC85fZQ0UPic-QfO_LFF/s1600/psychologist-holding-clipboard-speaking-to-young-content-moderation-analyst.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgudhurvOI8lYqxXzjiFOBCli41ftMO1Mlk9slgVLBgz2fjHRYAI6QcYpTQRx-BqdJnowbaC31yfLB5qML7Tr1_FyR82ZDKPA1FIRuwZjIcgNYzskyUoJ-_2MHPmC85fZQ0UPic-QfO_LFF/s1600/psychologist-holding-clipboard-speaking-to-young-content-moderation-analyst.png" alt="psychologist holding clipboard speaking to young content moderation analyst" title="psychologist holding clipboard speaking to young content moderation analyst" width="600" /></a></center>
<p style="margin-left: 15px;">Aside from the battery of tests to verify applicants' skills and proficiencies, companies must also include psychological assessments. While mental health shouldn't be the only qualifier in one's competence in the industry, it can be indicative of a moderator's readiness to take on content moderation since it might put them in harm's way. After all, there may be underlying psychological concerns or traumatic experiences that can easily be triggered by images or videos.</p>
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<p style="margin-left: 15px;">• <span style="font:normal 22px 'Oswald', sans-serif; ">In-house psychologists</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4GYoq9tJzy8tuab_vFj_yRc0pBTBBc5gGjHdqVPJkoDRzObV7Xe4_dZ9ugppUEWlw5MLj5haTPZSDSF1gdIVuhLNsb1cOoj7oPHb2qaGt7a101UOsHLCvvrOonx6BYP9MJ5lYWd1Al1bI/s1600/empathetic-psychologist-speaking-to-sad-crying-content-moderation-expert.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4GYoq9tJzy8tuab_vFj_yRc0pBTBBc5gGjHdqVPJkoDRzObV7Xe4_dZ9ugppUEWlw5MLj5haTPZSDSF1gdIVuhLNsb1cOoj7oPHb2qaGt7a101UOsHLCvvrOonx6BYP9MJ5lYWd1Al1bI/s1600/empathetic-psychologist-speaking-to-sad-crying-content-moderation-expert.png" title="empathetic psychologist speaking to sad crying content moderation expert" alt="empathetic psychologist speaking to sad crying content moderation expert" width="600" /></a></center>
<p style="margin-left: 15px;">In-house psychologists must be readily available to help content moderators deal with various negative themes they may encounter, including murder, any form of abuse, sexual assault, exploitation of children, suicide, gore, etc. This helps in looking after the well-being of your employees and aids in any legal concerns that might ensue from having to deal with such content.</p>
<p style="margin-left: 15px;">One-time or repetitive exposure to disturbing images and videos can <a href="https://www.newyorker.com/tech/elements/the-human-toll-of-protecting-the-internet-from-the-worst-of-humanity" rel="nofollow" title="The human toll of protecting the Internet from the worst of humanity">lead to depression, PTSD, anxiety</a>, and other psychological concerns. This is largely to blame why big content moderation accounts have high employee attrition rates. <a href="http://www.nytimes.com/2010/07/19/technology/19screen.html" rel="nofollow" title="Policing the Web's lurid precincts">Desensitization often happens</a> to moderators, but it doesn't mean that they're truly okay. What's more, not providing for the mental health of your employees can lead to legal cases against your business.</p>
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<p style="margin-left: 15px;">• <span style="font:normal 22px 'Oswald', sans-serif; ">A fair assessment of openness and careful discernment</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEidlzxa7ql2-C2-5ZKDut_wPhyphenhyphenZtzd_gIzx655Vkt-7bhkGbr31fLt-_mzF3mohaEQ1BtNQwbPI0ej2n7FbcVpPDhHoQvER7pfVcq2l4A0bQX-MRVNGN1BCSNFOpMPGjG0VfOke2tF0I_E4/s1600/content-moderation-analyst-hands-clasping-in-front-of-computer.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEidlzxa7ql2-C2-5ZKDut_wPhyphenhyphenZtzd_gIzx655Vkt-7bhkGbr31fLt-_mzF3mohaEQ1BtNQwbPI0ej2n7FbcVpPDhHoQvER7pfVcq2l4A0bQX-MRVNGN1BCSNFOpMPGjG0VfOke2tF0I_E4/s1600/content-moderation-analyst-hands-clasping-in-front-of-computer.png" width="600" alt="content moderation analyst hands clasping in front of computer" title="content moderation analyst hands clasping in front of computer" /></a></center>
<p style="margin-left: 15px;">One of the challenges in content moderation is recognizing that while claims can be verified, opinions are definitely subjective. What one group wholeheartedly believes to be true may be utterly unacceptable to another. As such, a content moderator scratching off user-generated content (UGC) that may be considered offensive may be misconstrued as an act of censorship.</p>
<p style="margin-left: 15px;">Objectivity is key in content moderation. In some cases, posts that may appear to be breaking community guidelines may be uploaded to bring awareness to, say, the reality of war-stricken countries, police brutality, sexual assault, and more.</p>
<p style="margin-left: 15px;">When hiring and training moderators, moderators must be discerning and objective. Openness to differing cultures, modes of expression, culture, art, and the like must be inherent, or else, moderation will impede freedom of speech. At the same time, they must not be too lax and should always consider the protection of users.</p>
<p style="margin-left: 15px;">Discernment is of grave importance for content moderation seeking to end or safeguard against fraud. Many times, these will include legal documents. So, watchful and skilled moderators are needed to weed out the legitimate applications and submissions from those who only wish to one-up businesses.</p>
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<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-47127419696915105792018-02-08T03:12:00.001-08:002018-02-08T03:12:29.737-08:005 Benefits of self-service customer support for businesses<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhmlMJmp3G8drLN0kRZyKUZlcFcgGKOY-AEMEOqAwW1X8CJ6fcfr91EyUd3Bz1Hp_WqGxsYoZG8O4KvtPWI9UnmaJXQYGkN0DYFutNLuyxB1I3AcTO3_gi3naOUdNM3Z_MNxb6BVuSbCkYN/s1600/smiling-woman-using-laptop-in-kitchen.png" width="600" /></center>
Customer service becomes a brand's premium add-on when provided in multichannel setting. This enables your customers to reach you via the channel that's most convenient to them. So, aside from the instant interaction that phone calls bring, they may opt to send your company an email or leave a message on your site's chat feature.<br />
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Or you can put up self-service customer support features on your website. This works best for customers who only need quick fixes to common product nuisances.<br />
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Self-service customer support serves as the first line of support for common customer issues. It guides your customers in resolving their concerns on their own with the use of tools such as an FAQ page, a comprehensive knowledge base, instructional videos, and manuals.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Efficiency and productivity</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgl4dtOLnAJS439QSRonSiVGH5kRW5ydHKr4YFQrb6SXmoHXSOo8j5ln2OXx4O8_umW5MNbO_tOWDlHbHyPX3g0NutpYLGK0IdEmni9qlaIQ271MnW5Sea6oH2UOOr-vzvJKXVHpZDzKtOZ/s1600/call-center-agent-listening-carefully-to-caller.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgl4dtOLnAJS439QSRonSiVGH5kRW5ydHKr4YFQrb6SXmoHXSOo8j5ln2OXx4O8_umW5MNbO_tOWDlHbHyPX3g0NutpYLGK0IdEmni9qlaIQ271MnW5Sea6oH2UOOr-vzvJKXVHpZDzKtOZ/s1600/call-center-agent-listening-carefully-to-caller.png" width="600" title="call center agent listening carefully to caller" /></a></center>
<p style="margin-left: 15px;">With self-service customer support set up, some of your customers won't feel the need to call your call center hotline and instead try to solve their product issues on their own. This is especially true for those with repetitive and recurring concerns.</p>
<p style="margin-left: 15px;">And with the resulting reduced call volumes, your agents have more time to attend to customers with more complex concerns.</p>
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<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Customer empowerment</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjy6TggCOoqi4cMxLnZNTDWznWkOpoOjcp-L3V-93oa91ReGyeGEFt7nwgr1FSbIP0hV7ztuDvqOZpPtw6twYySTcqPHBgt3se1a-4fUzySTZzTttLm4Oq0fR9d-DcFSzVEgXA8N6rU2NMz/s1600/excited-business-executive-outdoors-holding-laptop.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjy6TggCOoqi4cMxLnZNTDWznWkOpoOjcp-L3V-93oa91ReGyeGEFt7nwgr1FSbIP0hV7ztuDvqOZpPtw6twYySTcqPHBgt3se1a-4fUzySTZzTttLm4Oq0fR9d-DcFSzVEgXA8N6rU2NMz/s1600/excited-business-executive-outdoors-holding-laptop.png" width="600" title="excited business executive outdoors holding laptop" /></a></center>
<p style="margin-left: 15px;">There's a <a href="http://openaccessbpo.blogspot.com/2016/03/how-to-provide-effective-customer.html" title="How to provide effective customer service to millennials">growing trend of consumers</a> who prefer on-the-go solutions over direct interactions with call center reps. So provide your customers with the means to solve their own issues and find answers to their queries with curated content on your brand's FAQ page.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Cost reduction</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0oP4apdqLvk5RhEPb3hftV2_XnlVUpB4DC3XuJlYFhV0XRprnussT-AU656IJNHSafpBY7i8M18NYGWTBAlcEJUdJ97jFSNx57jR_m78XHTi4YHzfza6ruscVgbAsyUsLxzIL6xrPiU9p/s1600/businessman-inserting-coin-into-piggybank.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0oP4apdqLvk5RhEPb3hftV2_XnlVUpB4DC3XuJlYFhV0XRprnussT-AU656IJNHSafpBY7i8M18NYGWTBAlcEJUdJ97jFSNx57jR_m78XHTi4YHzfza6ruscVgbAsyUsLxzIL6xrPiU9p/s1600/businessman-inserting-coin-into-piggybank.png" width="600" title="businessman inserting coin into piggybank" /></a></center>
<p style="margin-left: 15px;">Reduced call queue and volume of tickets are a couple of benefits gained when customers can address their concerns through self-service. You will need less agents to handle your calls since the influx of communication will be notably lower. This means, savings in hiring, training, and employment even when your company grows.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">Site traffic boost</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhSIjlwOEbTps4DJoMthA-3mYVogUdt9ZIr2P7FvYQpa8XCtN6IkzDYgN7zdc1x0siOjNckpkgP-Fa4kU0mIXS0PYOMQ7Lv0AqXIKfVwbSO7-7GFrbiAGX5ARJiTDJJLSpfpA2f43U943xq/s1600/delighted-man-using-laptop-in-kitchen-with-wife-pointing-to-computer.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhSIjlwOEbTps4DJoMthA-3mYVogUdt9ZIr2P7FvYQpa8XCtN6IkzDYgN7zdc1x0siOjNckpkgP-Fa4kU0mIXS0PYOMQ7Lv0AqXIKfVwbSO7-7GFrbiAGX5ARJiTDJJLSpfpA2f43U943xq/s1600/delighted-man-using-laptop-in-kitchen-with-wife-pointing-to-computer.png" width="600" title="delighted man using laptop in kitchen with wife pointing to computer" /></a></center>
<p style="margin-left: 15px;">A well-established and updated self-service support channel is a useful tool to funnel audiences to your site. As more customers click, site traffic will boost. You can take advantage of this by hyperlinking to other related parts of your FAQs or website to push customer engagement further. This also provides a holistic experience for customers who may have related queries.</p>
<p style="margin-left: 15px;">Furthermore, your readily available self-support channel encourages brand visibility since customers know that you're easy to communicate with. Information dissemination through external parties such as blogs, social media, and the like, link information from your site and include them in their write ups. So when customers search for certain queries online, they have various links to help them resolve their concerns quicker.</p>
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<p style="margin-left: 15px;">5. <span style="font:normal 22px 'Oswald', sans-serif; ">Customer experience enhancement</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiMjSdtJk2PqhtNexus9_AA2yy98qrURbA53L7i5Q5RbozspmUR1CS_PWCG5e4JkbPgRRFbYD1aSkrmdirNTeW_3a-38ZnF3uUWkPIRf7uXjXAn7SKVj4qgOfIjIBcxsnZzodFUOvkr9jZc/s1600/hand-touching-virtual-screen-internet-website-features-flying.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiMjSdtJk2PqhtNexus9_AA2yy98qrURbA53L7i5Q5RbozspmUR1CS_PWCG5e4JkbPgRRFbYD1aSkrmdirNTeW_3a-38ZnF3uUWkPIRf7uXjXAn7SKVj4qgOfIjIBcxsnZzodFUOvkr9jZc/s1600/hand-touching-virtual-screen-internet-website-features-flying.png" title="hand touching virtual screen internet website features flying" width="600" /></a></center>
<p style="margin-left: 15px;">Offering multichannel support drives consumers to appreciate the accessibility and assurance of great customer care you offer. Self-support can be the tip off or the auxiliary care you can provide since it creates better conversations between your brand and your consumers—whether it's to expand the channel or to be a reference point for those who have gotten in touch with you.</p>
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<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-12672683447309116352018-01-15T00:57:00.000-08:002018-01-15T00:57:04.303-08:00Reduce agent turnovers by improving your employee engagement strategy<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiESg45Z-AzWGqaJCLemLGxmpuc0ShVSeuF1erxkm8sbosCL1kAg2b_ZJm7rNtjrmfCfa7D-fy-E8OfZrmO9UQlbu08nublOrhk4V6Zq7z7yXXy-_MpsC9DlqGpaoRGw4xO8Crd52t7f1bE/s640/smiling-call-center-agent-with-customer-support-coworkers-in-background.png" width="600" title="smiling call center agent with customer support coworkers in background" />
Employee turnover is the bane of the customer service industry. The high-stress environment of working in a call center, sometimes coupled with overwhelming workload, cause force workers to leave. But what if you're the opposite of those things? You give reasonable work demands and pay your employees accordingly, yet your workforce is still shedding. What are you doing wrong?<br />
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<div style="float:right;padding-left:8px;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhVvTHosh5gIz_Q35ltzXjVEoRnam2ms_LC2CyFMaRs6jbN0sqn-PELmWVF6Auq0p6GM1uE16v7zh18B6ozX1TCQlhyDWZBUiRhaaU0JTP9IomorRBA-4FpQalHVt7X8kcnJbHsZ48fQqm_/s640/happy-excited-office-coworkers.png" width="400" data-original-width="648" data-original-height="456" title="happy excited office coworkers" /></div>
Here's where employee engagement comes into play. It's an indication of your call center agents' emotional commitment to your company. It also shows your workers' willingness to achieve your contact center's goals. While it's somehow related to employee satisfaction, they're <a href="https://www.custominsight.com/employee-engagement-survey/what-is-employee-engagement.asp" rel="nofollow" title="What is employee engagement">not the same at all</a>. A happy and contented employee can have low engagement. A satisfied and fully engaged employee exudes passion in their work, often putting in <a href="https://www.aubreydaniels.com/discretionary-effort" rel="nofollow" title="Earning above and beyond performance">high discretionary effort</a> in their work.<br />
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So, how can employee engagement affect your call center? Here are some ideas.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Turnover is expensive.<br /></span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiGJ2qz3KLY9ghfqHzavdCgDnui6G13UFF3yfqhDurzSRLuZPP7U1ReFF7KY_BdN3tzsDAuDAc9wlwLLmwHmLzfJ_gtdFxoF1ecncbCxt2mB8ytvVPPCH0UuwkWedurkg6ya24tylLAw189/s640/sad-businessman-looking-a-wallet-money-flying-out.png" width="600" data-original-width="648" data-original-height="456" title="sad businessman looking a wallet money flying out" /></center>
<p style="margin-left: 15px;">It's pricier to recruit employees than to retain them, much like customers. According to <a href="https://www.dalecarnegie.com/assets/1/7/driveengagement_101612_wp.pdf" rel="nofollow" title="What drive employee engagement and why it matters">Dale Carnegie Training</a>, recruitment can cost approximately 1.5 times an employee's annual salary. Not only that, the US Bureau of National Affairs also said that American businesses incur losses up to $11 billion because of employee turnovers. That's how expensive it is to lose employees.</p>
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<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">It promotes loyalty.</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgQ-si4uo7fbMw2mRticvKqIgAzNiJuP6Xvc_TOyCU6EaawcvHospDnt3WHH500N3q6Vpr6Qj_YJnkLmlyfTcPBgZ6i9oL7CMdcuqdO8aykdFO2xpwXrFFcs4hPFSFjYDDQSgKLRypaDd1u/s640/excited-happy-young-coworkers-raising-their-fists-in-song.png" width="600" data-original-width="648" data-original-height="456" title="excited happy young coworkers raising their fists in song" /></center>
<p style="margin-left: 15px;">Employees will be less prone to absenteeism, tardiness, or other attendance concerns. It also has a great effect on employee retention. If your employees have great experience working in your company, they'll stay, according to <a href="https://www.towerswatson.com/Insights/IC-Types/Survey-Research-Results/2012/07/2012-Towers-Watson-Global-Workforce-Study" rel="nofollow" title="2012 Global workforce study">Towers Watson's 2012 workforce study</a>. In it, the research company said that more people are likely to stay based on the overall relationship of the employee and the business.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">It drives productivity.</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh9uqSoFxE3z7q0aJ3H2F6l5ovWpfyltsWvcEfax_WfvalyNgelpBEMLIfEOio8VmeVxI5HUSW0L6YI40IpM17HRv9I9PpRRkZ23-QXuhXFPDN2QjXJlol8cjtQNMOwJAd2xxc50bCcfbbC/s640/busy-customer-support-agent-with-call-center-coworkers.png" width="600" data-original-width="648" data-original-height="456" title="busy customer support agent with call center coworkers" /></center>
<p style="margin-left: 15px;">Fully engaged employees don't produce half-baked outputs. Like mentioned before, such call center agents work with passion and commitment. That, in turn, results in higher customer satisfaction ratings. They commit less mistakes, and can also work beyond their beck and call if they need to. Overall, they perform better, and engage customers better.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">It creates a relationship built on trust.</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgt5rNQRycrv65gAVytwkgg-Ua6hCiKFwcS_IEik8BpMYhjcrqVjn3ER16FVBxOQMT_sLzZSFViRMh30vC_09PgiYq1FCaEpg-Hf-mxgEX65SXJOiQEHWPjt8XMMqKl5EZ2h7aaANfXBKkV/s640/office-employee-shaking-hand-trusted-boss.png" width="600" data-original-width="648" data-original-height="456" title="office employee shaking hand trusted boss" /></center>
<p style="margin-left: 15px;">The company takes care of their employees, and in turn they help the company reach its goals. The business relationship nowadays of the company and its workers is <a href="http://www.business2community.com/human-resources/trust-core-employee-engagement-01378526" rel="nofollow" title="Why trust is the core of employee engagement">built on trust</a>. In a sense, if employees trust their superiors, they're more likely to stay and be engaged.</p>
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Employee engagement isn't just a buzzword human resources developed to make work more fun. It's not just about parties and perks, or incentives. Engaging your call center agents shows how much you value your employees, creating a lasting relationship with them. Simply put, it shows that you care and that your employees matter.
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<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-38347299823778201392017-12-07T01:29:00.002-08:002017-12-07T01:30:43.617-08:003 Customer service tips to make cranky holiday shoppers happy<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhNVd4mYlUp1GFy4NXPpOSS43qP9n3ptgzS6Ztj3hUmGOYkPkJWT3VRQL8iI8-IdBlLfe36HneFCd-pHtMFKXsirAlWopeTe81SO7Yb2ttMRWFKT75mPks5brW5TyzczAHcsncGaE-tKfO4/s1600/frustrated-man-with-headache-wearing-santa-hat-at-office-holding-phone.png" title="man with headache wearing santa hat frustrated with customer service at office holding phone" width="600" />
As the end of the year nears, customer service agents begin to receive plenty of calls from all over the world. They could be follow-ups on restaurant reservations, hotel accommodations, or purchases from online shops. Whatever they're about, all of them can make the holiday rush difficult to handle.<br />
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To make things worse, receiving calls from cranky customers during the holidays is unavoidable. Customers may complain about an item that ran out of stock, shipping delays, or system glitches. Blunders like this often happen during the holidays when everyone's trying to cope with surging consumer demands. <br />
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It's important for customer support agents to be able to handle angry customers at a time when sales are skyrocketing. So, how do you effectively handle them? Here are three essential tips you should bear in mind.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Patience is your strongest weapon.</span></p>
<center><a href="https://openaccessbpo.blogspot.com/2017/12/3-customer-service-tips-to-make-cranky.html" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhS_PwCX0-Pr_0zJZWMl1vuWlwSGi-tFAgazayFuikssmSL_r3CD60oxVoFn0YMfLx9fbrYaU58Ojt8TZielIJ0zwSTDIRN2lrR-H3BSe5TO22bAcd9J-sFfrAGtFQ9l_khF51hAL7FbmSr/s1600/call-center-agent-with-striking-eyes-uncomfortable-smile.png" width="600" title="call center agent with striking eyes uncomfortable smile" /></a></center>
<p style="margin-left: 15px;">Working in the customer service industry requires dealing with irate callers, especially those who shout and throw shade at the agent when something isn't going their way. While such customers may be unreasonable, being at the frontline leaves you the task of keeping customers happy and addressing their complaints. It may sound unfair, but failing to appease customers will result not only in further frustration but also in unfinished transactions. </p>
<p style="margin-left: 15px;">One useful technique when dealing with angry customers is to focus on the problem. Allow yourself to have a better view of the situation to have a deeper understanding of where the customer's coming from. That way, you'll never have to deal with angry customers. Instead, you'll focus more on the problem that needs resolving.</p>
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<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Look for effective solutions quickly.</span></p>
<center><a href="https://openaccessbpo.blogspot.com/2017/12/3-customer-service-tips-to-make-cranky.html" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEisjhWJ3jAz_PKty0jap3vSzWlWevYA6gkz44G-lUy0qV-uY2mDP0A6pSYzAElywH7gx6zm_MXCj47uvhSY97SphtoH-_JqG5FCWs-523-C9SwnuXlrOTCH_GKoo2-MugjcuusfJt_N3Tdr/s1600/smiling-call-center-agent-pointing-to-computer-screen.png" title="smiling call center agent pointing to computer screen" width="600" /></a></center>
<p style="margin-left: 15px;">Once you understand the customer’s real concern, look for a concrete answer to the problem. Offer a solution that you think will best guarantee customer satisfaction. Also, always fix the issue as soon as possible to avoid further complications. To do this, you may consult your product knowledge bank. It's also worth identifying the most common problems customers encounter during the holidays so you can prepare accurate responses accordingly.</p>
<p style="margin-left: 15px;">If expediting the process isn't possible, assure the customer that you're trying your best to come up with a fitting solution. Otherwise, ask the customer how they want the problem solved. The point is, you must remember not to leave customers unhappy with your service. Because by then, they might call it quits.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Win your customer through empathy.</span></p>
<center><a href="https://openaccessbpo.blogspot.com/2017/12/3-customer-service-tips-to-make-cranky.html" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhj4bpkg3p1ZXD_k4EDSWeiM8wY4O0OmD2I1GpT-DpOyS0_Bx1NJNwAbMPSkMPYFApCoxgCL0lELTqLIjUULFcAP2KpSHAvG3-PwVYAs6gPe9FtKU7H1gVYlMxAdGR1ySwH3z2nIFeFCVGq/s1600/smiling-customer-service-agen-at-work-with-call-center-coworkers.png" title="smiling customer service agen at work with call center coworkers" width="600" /></a></center>
<p style="margin-left: 15px;">One thing that creates a bad impression among customers is a scripted conversation. While some call centers may prescribe a script for agents to follow, this doesn't mean you should only read what’s written in the paper.</p>
<p style="margin-left: 15px;">Be genuine when conversing with customers. You may follow a script, but only use it as a guide for the proper flow of the call. Let them know that you care about their situation, and that you sincerely understand how it affects them. Also remember to ask them if there’s anything else you can do after their concern has been resolved. </p>
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Truth be told, things are easier said than done, but you must be prepared to handle cranky customers during the holiday season. Treat this as an opportunity to represent your brand in the best way possible, as well as the outsourcing company you're working for. At the end of the day, nothing beats a well-accomplished job and a satisfied customer who'd surely come back for your service.
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<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-50280177672314267352017-11-06T21:51:00.000-08:002017-11-06T21:59:45.509-08:006 Social media customer service blunders to avoid<center>
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhNzoUxqHggXeG-nJzXgKhnkqlNtm-5bvWFNBrNRpa7B34knsl4b3n-dwd8fkJQiY6iBHQzBYoD6Yf4VvzdXSTPVsAAV4tb069ajR3DPWzfIjvJ27ChB48F8lgBtr-PSUEq-XHhzrY0udLG/s1600/employee-coy-looking-away-pen-in-pouty-mouth-holding-laptop-banner.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhNzoUxqHggXeG-nJzXgKhnkqlNtm-5bvWFNBrNRpa7B34knsl4b3n-dwd8fkJQiY6iBHQzBYoD6Yf4VvzdXSTPVsAAV4tb069ajR3DPWzfIjvJ27ChB48F8lgBtr-PSUEq-XHhzrY0udLG/s1600/employee-coy-looking-away-pen-in-pouty-mouth-holding-laptop-banner.png" width="600" /></a></center>
A recent <a href="https://sproutsocial.com/insights/data/q3-2017/" rel="nofollow" title="Call-out culture: Power, brands & the social media power struggle">study by SproutSocial</a> states that 46% of consumers use social media to express how dissatisfied they are with the brands they've transacted with. To address this, brands are directly interacting with their customers using Facebook, Twitter, and Instagram. Since practically anyone online can see their posts, people believe that it forces brands to be accountable, regarding social media's value as much as other service channels.<br />
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Social media customer service blunders can be avoided to provide positive customer experience.<br />
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1. <span style="font: normal 22px 'Oswald', sans-serif;">Ignoring your audience.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjlpKD2g114OviQcs_XpXO-BgdOmKo9kB8aTDA2rqj-rHce4pCXCQGuJl2u80L-WbE_rbFADXQvsj1s5OJH_dJiPJ1BHWyTehZMKyrRD6ySXwRol9S7W-HZAbMA3wDT4jaugV4hZGqJFR2-/s1600/office-employee-in-glasses-by-laptop-looking-away.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjlpKD2g114OviQcs_XpXO-BgdOmKo9kB8aTDA2rqj-rHce4pCXCQGuJl2u80L-WbE_rbFADXQvsj1s5OJH_dJiPJ1BHWyTehZMKyrRD6ySXwRol9S7W-HZAbMA3wDT4jaugV4hZGqJFR2-/s1600/office-employee-in-glasses-by-laptop-looking-away.png" width="600" /></a></center>
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Your social media accounts make you accessible, letting you to communicate with your audiences easily. So, you must pay attention to your notifications. Brand accounts require time to ensure that no message is left unanswered. As such, it would be best to assign dedicated employees to monitor your social media moderation. You must go through your feeds constantly to avoid the following:</div>
<p style="margin-left: 35px;">• <strong>Not responding on time or at all.</strong> This looks bad for your brand, especially if your accounts are used primarily for customer service rather than marketing. This deems your customer care efforts useless and ineffective. Reply as soon as possible to your messages and mentions.</p>
<p style="margin-left: 35px;">• <b>Ignoring mentions.</b> Do this and you miss out on opportunities to gain insight on what your audiences are saying about your brand, may it be good or bad. You also miss chances to address concerns before they escalate.</p>
<p style="margin-left: 35px;">• <b>Ignoring follow-ups.</b> Never fall into this habit. If you have previously unresolved concerns, make sure that you follow through any promised resolution timeline and solve them. Don't wait for your customers to reach out to you again.</p>
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2. <span style="font: normal 22px 'Oswald', sans-serif;">Being selective.</span></div>
<center>
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjsEZ2zViOV6ijiPwdCznHBMKJ3xm3zAzlWcgdvE01ZJ8yPh042CJGPRU9Quh_RnhaFMKLQcN2Rk-wLvAeOFWYgc1b93_VhSZhHngv4PBLMq860htXmHauGIZhnd-0TWK3g2GYgJK_HRi9z/s1600/employee-with-beard-thinking-naughty-looking-at-laptop.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjsEZ2zViOV6ijiPwdCznHBMKJ3xm3zAzlWcgdvE01ZJ8yPh042CJGPRU9Quh_RnhaFMKLQcN2Rk-wLvAeOFWYgc1b93_VhSZhHngv4PBLMq860htXmHauGIZhnd-0TWK3g2GYgJK_HRi9z/s1600/employee-with-beard-thinking-naughty-looking-at-laptop.png" width="600" /></a></center>
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Selectiveness has no room in customer service, especially on social media where your accounts also serves as a marketing tool.</div>
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• <b>Only acknowledging positive interactions.</b> Responding only to positive comments and ignoring complaints and criticisms makes your brand seem arrogant to admit that your brand makes mistakes. There is much to learn from both kinds of responses, so don't ignore any of them.</p>
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• <b>Deleting responses.</b> This is definitely a blaring no-no on social media customer service. Despite the negative feedback, keep them on your page because the lack of it may make you seem too good to be true. Of course, exercise discretion when content posted on your accounts are offensive, derogatory, and the like.</p>
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• <b>Replying only to notable people.</b> If you do this, don't expect that it'll go unnoticed, especially by other paying customers. Potential leads may also get turned off when they see how you treat your other customers.</p>
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3. <span style="font: normal 22px 'Oswald', sans-serif;">Overlooking your content.</span></div>
<center>
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh9YbUu_6Gl4aWju36dFUklsUaMre5eej2qCMnfsSFNl_PFX972Ea5Yy9TJC9b1eQqrl8o1Ns3k9rk14h1HpA0danqwR4Yayxs-K08FnpQYJaGJomMwgrNnp5M6viGuvvCuG8SuOGAu768W/s1600/tense-office-employee-chewing-on-glasses-looking-at-laptop.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh9YbUu_6Gl4aWju36dFUklsUaMre5eej2qCMnfsSFNl_PFX972Ea5Yy9TJC9b1eQqrl8o1Ns3k9rk14h1HpA0danqwR4Yayxs-K08FnpQYJaGJomMwgrNnp5M6viGuvvCuG8SuOGAu768W/s1600/tense-office-employee-chewing-on-glasses-looking-at-laptop.png" width="600" /></a></center>
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In social media, content is key. Overlooking your content can be disastrous to your brand and its success. So go over your responses, messages, and posts before you hit send.</p>
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• Tagging the wrong user. This leaves a bad impression for customers. Customers will wonder how you don't have the time to check if you were mentioning the right account.</p>
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• Grammatical errors and typos. Not only can these mistakes cause confusion and mislead your followers, they can make you seem careless.</p>
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• Sending poorly constructed responses. Badly written responses may be perceived as you not giving your customers the attention they need. You may also come off as though you're ill-equipped to to address their customer concerns.</p>
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4. <span style="font: normal 22px 'Oswald', sans-serif;">Not humanizing your brand.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh8ZGioNItzReCkpnGrxZY95GsCL_HYirBJelEZIX-xRzu8BoKLqBKmCRblJD1fmCDZVdZpmY7WennqJVPpc5_ON1VsqGXgh3B5BKXRIY6_4DTzT4-GhyphenhyphenHk1VpOLEMqve8j9QA95bWbGVQj/s1600/android-robot-hand-pushing-laptop-keyboard.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh8ZGioNItzReCkpnGrxZY95GsCL_HYirBJelEZIX-xRzu8BoKLqBKmCRblJD1fmCDZVdZpmY7WennqJVPpc5_ON1VsqGXgh3B5BKXRIY6_4DTzT4-GhyphenhyphenHk1VpOLEMqve8j9QA95bWbGVQj/s1600/android-robot-hand-pushing-laptop-keyboard.png" width="600
" /></a></center>
<p style="margin-left: 15px;">
Humanizing your brand involves dropping your corporate persona and adopting a more human approach to connecting with your customers. This enables your brand to gain your customers' trust and helps you develop a genuine connection with them.</p>
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• Using canned responses. Having a list of ready responses to use in your correspondence may help boost your productivity, it will also make your brand seem robotic and dishonest. Instead, always be sure to personalize your communication with your customers by addressing to them by their name or adding a pinch of spontaneity. Add a dash of sense of humor if you think it's appropriate.</p>
<p style="margin-left: 35px;">
• The tone should not be ignored. Employing a friendly yet professional tone makes your brand more approachable and accommodating. </p>
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• Start and end calls with genuine greetings. Customers know when you're lifting your greetings from a script. Also, don't leave your conversation open-ended. Offer your assistance should they need further help with some other concern.</p>
<p style="margin-left: 35px;">
• Ask your customers for feedback. Social media accounts can be a means of collecting informal feedback whether through reviews, mentions, or quick surveys. The information you gather are crucial in your brand's ability to adapt to what the market expects and deserves. You can also ask them if their concerns and questions have been addressed accordingly.</p>
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5. <span style="font: normal 22px 'Oswald', sans-serif;">Repeatedly asking for contact details.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhiaetbixR7NZIR0azjXmMN-H24lGHGRIbDM_DQi6vofcFwCsZAGymdfZt0yR0jE_xO8VAKExgSIztYXF5hQ4I5YqBQt54zHC9kL549rZRJLK_q8ftjbAy68umOJ8oJ2iAbCWprTvgtAAmO/s1600/businessman-with-glasses-screaming-at-laptop.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhiaetbixR7NZIR0azjXmMN-H24lGHGRIbDM_DQi6vofcFwCsZAGymdfZt0yR0jE_xO8VAKExgSIztYXF5hQ4I5YqBQt54zHC9kL549rZRJLK_q8ftjbAy68umOJ8oJ2iAbCWprTvgtAAmO/s1600/businessman-with-glasses-screaming-at-laptop.png" width="600" /></a></center>
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Brands need to look out for their customers. However, when customers are asked for their contact details repeatedly, the appeal may diminish. The best way to address this is to maintain a customer relationship management (CRM) app or system to help you find all your customer details in one place.</div>
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6. <span style="font: normal 22px 'Oswald', sans-serif;">Redirecting customer concerns.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgO6qGvJoiOIjlnajbM3F7D-wn7w2Yx0LiV6BOHe16nsyf1acyJnpWFy9U2bAscRTca-_CBKoqtqVJ_xq_xaZEJPtydePMv59b_dgTkTHtlDWRGZLgChYxpM-Ly46ZW4Ueczk0sxWzYY31p/s1600/frustrated-woman-looking-at-phone-near-laptop.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgO6qGvJoiOIjlnajbM3F7D-wn7w2Yx0LiV6BOHe16nsyf1acyJnpWFy9U2bAscRTca-_CBKoqtqVJ_xq_xaZEJPtydePMv59b_dgTkTHtlDWRGZLgChYxpM-Ly46ZW4Ueczk0sxWzYY31p/s1600/frustrated-woman-looking-at-phone-near-laptop.png" width="600" /></a></center>
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Customers get in touch with you via social media because they consider it the easiest and most convenient way to contact you. They expect to resolve their concerns through the same channel where contact was initiated. They dislike being passed around, and it doesn't sit well with clients when you redirect them to other channels of communication. Of course, this may not be averted all the time—especially when the concerns require time to resolve or their concerns may only be resolved using another platform's features.</div>
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<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-4546393870400329352017-10-05T03:31:00.000-07:002017-10-05T03:31:09.394-07:00How to break bad news to customers and still keep their trust<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjAWHmEcHZRuqfB3AC2m8D5QXqxHEOuWNPa8ui5BK02mhV2YeHcSdx-om8OZ_0G7KPtlto-rwZF_Y1-7LTaepqnhn1uLRxprEWE4PPB_CPVAWG1_Lr3FVUx43EbPv4t679XQerJGxUW2-TY/s1600/worried-bearded-call-center-agent.png" title="worried bearded call center agent" width="600" />
As much as possible you'd want to make sure the customer interaction remains positive when talking to clients. That's what customer service is about, creating memorable customer experiences. But when it comes to service failures occurring or sales falling through, you can't just spin it to something upbeat. After all, "Anything that can go wrong will go wrong," stated the adage Murphy's Law.<br />
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<div style="float:right;padding-left:8px;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhbedlxsTQmWav32mpc4wxdSpWTjb_Y2wwWn5qThypr5nQLz4IcItl2KqcJTu73BAFKEHP_HCDtAeHuh066pHOC1jJBQNxVjrTp7bGc1x4jSgTprlsOjUnyy0cy6ubBphmLhndvGrs9o111/s1600/worried-business-executive-shouting-over-phone.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhbedlxsTQmWav32mpc4wxdSpWTjb_Y2wwWn5qThypr5nQLz4IcItl2KqcJTu73BAFKEHP_HCDtAeHuh066pHOC1jJBQNxVjrTp7bGc1x4jSgTprlsOjUnyy0cy6ubBphmLhndvGrs9o111/s1600/worried-business-executive-shouting-over-phone.png" width="350" title="worried business executive shouting over phone" /></a></div>
That's what makes bad news a bit hard to break to customers. It's the inverse of a positive customer experience. It can disappoint, it can irritate, or even madden. Your client can feel slighted, as well. They have the tendency to <a href="https://www.openaccessbpo.com/blog/customer-service-tip-5-tactics-saying-no-compassion" title="Customer service tip: 5 Tactics for saying 'with compassion'">shoot the messenger</a>, despite call center agents are only doing their job. Delivering bad news can sometimes give a <a href="https://www.theatlantic.com/business/archive/2014/06/what-its-like-to-deliver-bad-news-for-a-living/372031/" rel="nofollow" title="What it's like to deliver bad news for a living">pang of guilt</a> to the bearer of the message as well.<br />
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Despite that, it's your duty to deliver the cold, hard truth to your customers. And communicating the truth helps maintain the trust you and your customer have built. Face the music, break the bad news to your customers, and keep your customer relationship intact with these five tips.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Don't wait for the right time</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiSn5em0irkDUikNpJ0bsxV57QIIET46ZTSstRlKcSXi6S6kSlvfv1IN8g1qiw3G1bAGL6XLZH7F9-1W4NDCjH8dqIL99FWKRijURbBYizbjta6SOg5VSivgLIFj0-VciklwqGWki0WLKQQ/s1600/worried-annoyed-woman-looking-at-phone-waiting-for-call-outdoor-cafe.png" width="600" title="worried annoyed woman looking at phone waiting for call outdoor cafe" /></center>
<p style="margin-left: 15px;">The sooner you can inform your customers of the bad news, the better. The more you let it simmer, the more frustrated your customer will be. There's no right time in delivering bad news but as soon as possible. Providing repeated warnings regarding the matter helps soften the blow as well. At least that way you're not dropping a huge bomb on your customers.</p>
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<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Gauge the customer's emotional state</span></p>
<center><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgET6Lg9PMG4W0qy-xsd3rna0TNATafFhLnUaqwGix3WW1sdFuD9ipF2gM8dCzzJn89VYyJL4jHZ3DnMktU_hr0lh1YAAAx8tHBV0rhLyDz1vc7m8BQVEoYv3rJobaFBSqG-PO5fmjPazjz/s1600/male-customer-support-agent-thinking.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgET6Lg9PMG4W0qy-xsd3rna0TNATafFhLnUaqwGix3WW1sdFuD9ipF2gM8dCzzJn89VYyJL4jHZ3DnMktU_hr0lh1YAAAx8tHBV0rhLyDz1vc7m8BQVEoYv3rJobaFBSqG-PO5fmjPazjz/s1600/male-customer-support-agent-thinking.png" width="600" /></a></center>
<p style="margin-left: 15px;">You first need to recognize how the bad news is going to affect your customer. Put yourself in your customers' shoes. How would they feel if they learn that their purchase didn't push through? Or that a service failure occurred, and that it would take a considerable amount of time to fix? This allows you to communicate your empathy to them when breaking the bad news.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Break the bad news honestly and directly</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg-AB9izEflKGJ1IEf_hPQbM3TOtZrCedFQpA4VNbxZ09Nd9fGamje88F7hD65tOMImnqms1LrwVrPc-hAUt_G3xASVMhuQQU3NSss9_MSUF2CLkqHNntCCoGWb3Vmy3DK-KeFd6WDgTc3l/s1600/intent-customer-support-agent-listening-to-caller.png" title="intent customer support agent listening to caller" width="600" /></center>
<p style="margin-left: 15px;">"Give to a gracious message a host of tongues, but let ill tidings tell themselves when they be felt," said Cleopatra in the Shakespearean play <em>Antony and Cleopatra</em>. This means that you can deliver good news in varying ways. But for bad news, always be direct, frank, and honest. There's no need to sugarcoat the truth to make it an easier pill to swallow. It may be difficult, but that's what's needed. Customers will appreciate the honesty later on.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">Provide assurance and viable solutions</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgHs8ojKal0qdZQaUtBVq358RNiTtfFMVlZ0Gar2BzXso3m6WtaA6d_VLDb4JDQzshmO69Tn-sKrhKITC8-Ph0zdavjfzH0EUW_qxnSoDkCWompE77y1jBpkoS4o8N_zXRIhUlHMv7VFiZR/s1600/serious-call-center-agent-speaking.png" title="serious call center agent speaking" width="600" /></center>
<p style="margin-left: 15px;">When all is said and done, you should take charge of the situation. Give them assurance that the situation will be taken care of immediately. Tell them your plan to solve the issue. If solutions presented weren't effective, offer alternatives to remedy your customers' concerns. It's not enough to just announce the bad news; you must also give them a way to go past it.</p>
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<p style="margin-left: 15px;">5. <span style="font:normal 22px 'Oswald', sans-serif; ">Follow up and follow through</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgK7uL6o838vhyphenhyphenxK6Ggnk6cnUwiC-NwNaGHCtl2fx67CJH5yRIFsPeL13PkXvXHQgMJSYsp1QI_1Ah4EsHby_nKHMl5GSNUlnmQAoVHXkpm7WBYOmr0ScM7CZmwcMqcedlS-_jExCkrUfpU/s1600/customer-support-agent-speaking-to-caller-on-headset-with-call-center-team.png" width="600" title="customer support agent speaking to caller on headset with call center team" /></center>
<p style="margin-left: 15px;">Should there be updates regarding their concerns or application, contacting the customer can help you rebuild the trust further. It shows that how much you care for them that you took your time to deliver the good news regarding their concerns. Keep them in the loop when it comes to fixing their issues. This gives them an open and transparent communication with you.</p>
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Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-3118544776549508272017-09-21T02:44:00.000-07:002018-01-14T18:49:59.562-08:00Science-backed stress management tips to help your agents unwind<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjosNnu0ZLns6ugBE30n1cgljqsnFqT_7XFF36qg5oPn0HdFxcQRs_AMhPBERXsP4beCkT6I1lvLTEiUPVrAtgyNc_azNNfsyYtc9mJTCqFTZLWpJ1fa3E7TuDgvyOFoxTKzvVTaWFS05-P/s1600/young-call-center-agent-with-stress-induced-headache.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjosNnu0ZLns6ugBE30n1cgljqsnFqT_7XFF36qg5oPn0HdFxcQRs_AMhPBERXsP4beCkT6I1lvLTEiUPVrAtgyNc_azNNfsyYtc9mJTCqFTZLWpJ1fa3E7TuDgvyOFoxTKzvVTaWFS05-P/s1600/young-call-center-agent-with-stress-induced-headache.png" data-original-width="600" /></a>
Stress management is just one of the many challenges that contact center agents struggle with. If not managed properly, stress can detrimentally affect one's physical, mental, and emotional well-being. It may cause sleep disorders, cardiac problems, depression, and other alarming health issues. Because of this, contact center agents who are continuously stressed tend to underperform, or worse, <a href="http://openaccessbpo.blogspot.com/2014/03/whats-behind-increasing-attrition-rate.html" title="What's behind the increasing attrition rate in Philippine call centers?">quit their jobs</a>.<br />
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Contact center managers as well as HR specialists are thus responsible for promoting health and wellness programs to their agents. This will ensure that agents can perform their jobs well while staying healthy. Here are some scientifically proven ways to help your agents combat and manage stress.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Organize regular exercise programs.</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgsHX88WaXa-KN6p-oYRHmwjUnr4XhdEAvKv2yTVroMVENgP_cV6OhdLVM1_Bsh8v6QlJtQoy8bAQJlgv8CcFUBnaNDwP2zBGPUtqtbcKBDMuXJPIeAQHzGHUD266ss4czEoxdFrxtTXUtf/s1600/coworkers-doing-aerobics-together.png" width="600" /></center>
<p style="margin-left: 15px;">Call center work mostly involves sitting for eight hours with brief breaks in between. This adds to agents' stress, as their motion is very much limited during office hours. As a solution, exercise programs such as aerobics, zumba, yoga, and walking/jogging sessions may be organized to get your agents moving. According to the <a href="http://www.stress.org.uk/" rel="nofollow" title="Stress Management Society">Stress Management Society</a> in UK, exercise not only lowers an individual's risk for physiological complications. Exercising also triggers the release of endorphins, more commonly known as happy hormones. It also helps relax tense muscles and alleviates neck and back pains, which are common among contact center agents.</p>
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<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Provide free soothing drinks.</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiBEFbj8S2I47AYuK61NDg0PffvE4WP0GQAiwblMRwdWxNv8dPMpzgNw03tcIf1F-cLPu7vPJm5vNK64QQERtR5TvXNIq51WGecNhY8FJYVZJ64DvHNYm1qsy78MdrdbfxxS4AS_03th6_q/s1600/man-holding-mug-coffee.png" width="600" /></center>
<p style="margin-left: 15px;">Each of us probably has a go-to drink whenever we are stressed out. Some people resort to coffee, while others may prefer hot chocolate or tea. However, science is biased toward herbal teas when it comes to relieving stress. Examples of teas that are effective in stress relief are mint, chamomile, ginseng, lavender, and black tea. These types of tea can lower blood pressure, heart rate, and level of cortisol, otherwise known as the stress hormone. This makes them ideal for people who constantly experience stress, such as contact center agents.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Offer massage services.</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiTZzfpU2nxcLQouZE3qsxNpIwWTrjcptQ_t3tk7T-A5aSH76PehFhp1kDc9ur1O9pOzZ-Un35qLDrH8B0rJR9H7lM577qi2CpGhCKV7tnxCKbrJLkFUXIDsYSEL9a9wJYAvnnrOcQHZsLR/s1600/massage-therapists-working-on-clients-in-office.png" width="600" /></center>
<p style="margin-left: 15px;">The Mayo Clinic recognizes massage as a complementary and alternative medicine that has beneficial effects for complications caused by stress, such as anxiety, digestive disorders, muscle pain and tension, and insomnia. Contact centers can thus team up with massage clinics or offer discounted massage services from reliable therapists in order to help their agents relax and unwind. Once in a while, massage clinics may also be invited to company events and celebrations.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">Encourage agents to join clubs.</span></p>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh4GYvVIxM4_Pc8etux7qdNzVROANYHjEN1PDt94uacqTYHCJvWJ7x8qTbr4i03ScyHp6lfswuNnzbBW-9Kphka6vHGeqVm05PhYzJjZ7jk8gX0ead4G5urIgZSaK3hoTICPggAI3Dx1Uhf/s1600/diverse-office-business-team-in-meeting.png" width="600" /></center>
<p style="margin-left: 15px;">Fun clubs, such as photography or book clubs, may be organized within contact center companies. Hobby-focused clubs within the company can help bring together employees with similar interests while helping them fight stress. In fact, engaging in one's hobbies is listed by the American Institute of Stress as an effective way to beat stress. Aside from this, it can also bring people closer to a social support team.</p>
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By providing contact center agents with efficient, science-backed health and wellness programs, they may find it easier to deal with stress and maximize their skills during working hours. Effective stress management techniques can drive employees’ productivity and boost the company’s performance in the long run.
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<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-80015778854552216502017-08-09T01:46:00.000-07:002017-08-09T01:46:06.592-07:00How to use your IVR system to gather consumer insights<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEilhTnQmDnzaN9i4iNIcL2zPZp_T0mcDPzCnpqgJ_HKI4Gb-XlsRvz5wMswEu1mglOw1-WrQMVzVRLqJ6Ds6xw-Bjo7pXPNqaoDMsFa1PO-5bmpAwFPslf07RRcYJjM5XkfCmypSMvDomQb/s1600/business-hand-pushing-virtual-interface-holographic-world-figures-numbers.png" title="business hand pushing virtual interface holographic world figures numbers" alt="business hand pushing virtual interface holographic world figures numbers" width="600" /></div>
To increase customer satisfaction and loyalty, call centers are now turning to sophisticated technologies, rigorous agent training, and customer-centric policies. But the question is, are these investments making an impact upon customers? And if so, how do they shape the customer experience?<br />
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For this, you may rely on your <a href="http://openaccessbpo.blogspot.com/2014/12/common-ivr-mistakes-to-avoid.html#more" title="Common IVR mistakes to avoid">call center's interactive voice response</a> (IVR) system. One way to find out is to ask the customers directly through post-call telephone surveys.<br />
<p style="font:normal 22px 'Oswald', sans-serif; ">What's an IVR system?</p>
<div style="float:right;padding-left:8px;"><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEigAaSAsXc0AvgFltJJdE-MTEbPO2eQ1TKVezAYWg0ndLAZX6m1noA83DoJv8YC-Gu7jjI0Q5j4GUqmYKopg2IiyQ6uv5K7lI-qvic-QJ6yeh4qd-ATaceAEIHCpzfrB3YpEkvzANFzf5ui/s1600/closeup-hand-pushing-landline-phone-button.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEigAaSAsXc0AvgFltJJdE-MTEbPO2eQ1TKVezAYWg0ndLAZX6m1noA83DoJv8YC-Gu7jjI0Q5j4GUqmYKopg2IiyQ6uv5K7lI-qvic-QJ6yeh4qd-ATaceAEIHCpzfrB3YpEkvzANFzf5ui/s1600/closeup-hand-pushing-landline-phone-button.png" width="350" alt="closeup hand pushing landline phone button" title="closeup hand pushing landline phone button" /></a></div></div>
Nowadays, almost every contact center deploys an IVR system. Simply put, it's an automated tool that interacts with callers via the telephone, gathers information, and incorporates them into a database. It's normally used in customer support to categorize callers' issues and route calls to the right agents.<br />
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However, you may also use them to gather consumer insights after every inbound transaction or during outbound calls. Here's how.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Clearly define your topic.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEivu4FfvVazzqABcjtShCOwAXfGDC8bfG7hdCr6Dk2Wp2EKtLz6VVxlIt-2qBgydBWThCxW_xdmywTHJ1h3SKyYVG1EwXUuCEyTEZXA-x8UpqA8GkYwZoBZkXZeJaSzFoZRtIFUs46Qa3A3/s1600/office-coworkers-looking-at-business-plans.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEivu4FfvVazzqABcjtShCOwAXfGDC8bfG7hdCr6Dk2Wp2EKtLz6VVxlIt-2qBgydBWThCxW_xdmywTHJ1h3SKyYVG1EwXUuCEyTEZXA-x8UpqA8GkYwZoBZkXZeJaSzFoZRtIFUs46Qa3A3/s1600/office-coworkers-looking-at-business-plans.png" alt="office coworkers looking at business plans" title="office coworkers looking at business plans" width="600" /></a></div>
<p style="margin-left: 15px;">Choosing a specific topic for your survey may sound like a simple task, but it's in fact a critical step in customer research. One technique is to list your main concerns. You may also start from a problem your call center is experiencing. For instance, if you notice an increase in call abandon rates, you may ask customers about the factors that may drive them to end their conversations with a brand.</p>
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<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Develop relevant and precise questions.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgjrshSbevh7_UJsH2w0Zcvg3KHww6XIlH77HXBkTkyxTbwTIesGJa83ijxBxa_efniyanP8PZLYJuDDOsTBj0bWACEJhLnB9CbpkfYL0mmsghsolbmx9QG6V3xwxkNSY6xItSMk8HSgtvV/s1600/curious-looking-call-center-agent-holding-headset.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgjrshSbevh7_UJsH2w0Zcvg3KHww6XIlH77HXBkTkyxTbwTIesGJa83ijxBxa_efniyanP8PZLYJuDDOsTBj0bWACEJhLnB9CbpkfYL0mmsghsolbmx9QG6V3xwxkNSY6xItSMk8HSgtvV/s1600/curious-looking-call-center-agent-holding-headset.png" width="600" title="curious looking call center agent holding headset" alt="curious looking call center agent holding headset" /></a></div>
<p style="margin-left: 15px;">Once you've defined a clear topic, it's time to list down the questions that will help you gather consumer insights that are related to it. Avoid creating confusing questions. Also, ask one question at a time, rather than cramming two or three different questions in one statement. </p>
<p style="margin-left: 15px;">For example, a question like, "Was the agent you previously talked to knowledgeable and helpful?" can be difficult to answer. Instead, you may ask two different questions, one focusing on the agent's product knowledge and the other focusing on the agent's ability to solve problems.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Ask restricted questions with predetermined answers.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg6t4T5Zq0Di3xMfFSLzWRGsaonr8PDiapX3k2e1ADreLXpcpXeQ1ZmDIklc-l37QwN188KXgdcaVEP8qW3Vn0W1fVS89W3unUreA5vFYD8fYB_k27bdGaFr0ouDpjrURpqN4cXRLKgTOCO/s1600/talking-young-businessman-with-computer-keyboard-with-equations-charts-in-backdrop.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg6t4T5Zq0Di3xMfFSLzWRGsaonr8PDiapX3k2e1ADreLXpcpXeQ1ZmDIklc-l37QwN188KXgdcaVEP8qW3Vn0W1fVS89W3unUreA5vFYD8fYB_k27bdGaFr0ouDpjrURpqN4cXRLKgTOCO/s1600/talking-young-businessman-with-computer-keyboard-with-equations-charts-in-backdrop.png" width="600" alt="talking young businessman with computer keyboard with equations charts in backdrop" title=talking young businessman with computer keyboard with equations charts in backdrop" /></a></div>
<p style="margin-left: 15px;">Open-ended questions can provide rich qualitative data, but analyzing them could take a long time. The best alternative is to ask restricted questions and allow customers to respond by selecting from a list of choices. The following is a sample question, along with the possible responses:</p>
<p style="margin-left: 35px;">"How long did you have to wait in queue? Press zero if you waited for less than one minute; press one if you waited for one to five minutes; press two if you waited for five minutes or longer."</p>
<p style="margin-left: 15px;">However, if your IVR system has voice recognition features, allow customers to verbalize their responses as this is more convenient for them.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">Determine the right sample size.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhmNZZm362GBHwiByu7TyT9fL0Ipc3sZvccbwQjFEKTwNaUl0cYXLfUVbvyeZ07fMzvItaDvM1wYBX8xcHserXrg5zxqtWF64IFxHmRMipzyFShwnFtJfUPwelnXNN9eorKF-ovWt-LAY9U/s1600/business-executives-in-meeting-looking-at-statistic-charts.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhmNZZm362GBHwiByu7TyT9fL0Ipc3sZvccbwQjFEKTwNaUl0cYXLfUVbvyeZ07fMzvItaDvM1wYBX8xcHserXrg5zxqtWF64IFxHmRMipzyFShwnFtJfUPwelnXNN9eorKF-ovWt-LAY9U/s1600/business-executives-in-meeting-looking-at-statistic-charts.png" alt="business executives in meeting looking at statistic charts" title="business executives in meeting looking at statistic charts" width="600" /></a></div>
<p style="margin-left: 15px;">For your research to yield significant and sound results, you must gather the right amount of consumer insights. Thus, before you start to carry out your telephone surveys, make sure to decide on the number of people you want to include in the study. You may also specify the other criteria they must fulfill, such as their age, gender, location, and others. However, all these will depend on your survey's objectives.</p>
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<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-9192445550384765262017-07-04T02:15:00.000-07:002017-07-04T02:15:35.947-07:003 Email customer support mistakes to avoid<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgxGEW0Yq7PJRGjk6yc8p_tV8HGf5Tcwd_KclcviZyFiL_wdm2kzYiTCq5aB17y1_4yRnQhJ83dffZkRMach-xS5aUGOcgEx7XcB0OuxqkT6pmk4Ds7OBVVdJhJvrdnqq42RcaSuriBePxb/s1600/problematic-businessman-looking-at-laptop-screen-waiting-for-email-support.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgxGEW0Yq7PJRGjk6yc8p_tV8HGf5Tcwd_KclcviZyFiL_wdm2kzYiTCq5aB17y1_4yRnQhJ83dffZkRMach-xS5aUGOcgEx7XcB0OuxqkT6pmk4Ds7OBVVdJhJvrdnqq42RcaSuriBePxb/s1600/problematic-businessman-looking-at-laptop-screen-waiting-for-email-support.png" title="problematic businessman looking at laptop screen waiting for email support" alt="problematic businessman looking at laptop screen waiting for email support" width="600" /></a>
In spite of the continuous <a href="http://www.conversocial.com/blog/forrester-research-shows-companies-must-crack-social-customer-service-in-order-to-survive#.VBThHC5dUwg" rel="nofollow" title="Forrester research shows companies must crack social customer service in order to survive">growth of social media</a> as a communication platform for companies, email support remains to be as important to customer experience as <a href="http://openaccessbpo.blogspot.com/2013/12/what-are-channels-used-in-outsourced.html" title="What are the channels used in an outsourced customer support business?">other service channels</a>. About <a href="https://www.marketingcloud.com/blog/91-of-consumers-use-email-at-least-daily" rel="nofollow" title="91% of Consumers use email at least daily">91% of consumers use email</a> at least daily for personal and marketing communications.<br />
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgoOPbC-VLe_Hp5Xk5Nc7-FBj3D6OHwWcTexy5V03ExvYYomEpXt7K825TbEHV8tX5pnXEVHjysYl_ebgh8fcWYrbZy8wtYsIhGduthF7GXHJUsvDs0THfpKb3qIiEpGmk9IES5qouytNnt/s1600/worried-office-employee-in-front-of-laptop-with-email.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgoOPbC-VLe_Hp5Xk5Nc7-FBj3D6OHwWcTexy5V03ExvYYomEpXt7K825TbEHV8tX5pnXEVHjysYl_ebgh8fcWYrbZy8wtYsIhGduthF7GXHJUsvDs0THfpKb3qIiEpGmk9IES5qouytNnt/s1600/worried-office-employee-in-front-of-laptop-with-email.png" title="worried office employee reading email on laptop" alt="worried office employee reading email on laptop" width="350" /></a></div>
Email lets busy customers to continue communicating with you during their most convenient times. It's also a good channel for follow-ups, letting you provide resolutions for customers whose problems weren't resolved during previous interactions.<br />
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Communicating through email may seem like a less daunting task for your customer support team, but if agents constantly commit careless mistakes, customer experience will take a hit.<br />
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Here are three of the common email customer support mistakes you should avoid.<br />
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1. <span style="font: normal 22px 'Oswald', sans-serif;">Making customers wait too long.</span></div>
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<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh0bB8BPEGHZA8aFnxeXRd5dWYTN8s2q7X5OxPjKfQ4awd8ABn7Sz9lt97YXVYy7EVO2WQkxRAOWUcAfXWs2wQXjZj_45HhWPc8JiXp3QsL_swLb8JxDRAgum4uLQ0ZSQi1ocLuKFptXPpB/s1600/panicking-woman-holding-laptop-looking-at-wristwatch.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh0bB8BPEGHZA8aFnxeXRd5dWYTN8s2q7X5OxPjKfQ4awd8ABn7Sz9lt97YXVYy7EVO2WQkxRAOWUcAfXWs2wQXjZj_45HhWPc8JiXp3QsL_swLb8JxDRAgum4uLQ0ZSQi1ocLuKFptXPpB/s1600/panicking-woman-holding-laptop-looking-at-wristwatch.png" title="panicking woman holding laptop looking at wristwatch" alt="panicking woman holding laptop looking at wristwatch" width="600" /></a></div>
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A research found that <a href="https://www.digitalcommerce360.com/2009/06/26/customer-service-takes-on-greater-importance-in-tough-times/" rel="nofollow" title="Customer service takes on greater importance in tough times">41% of consumers expect email</a> responses within six hours. Only 36% of companies respond that quickly and, unfortunately, 14% don't respond at all.<br />
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So whether is a follow-up or first contact, don't wait too long to reach out to customers or respond to emails. Doing so will make them feel undervalued which can lessen customer experience. As a result, you might end up with a tainted brand reputation, <a href="https://www.openaccessbpo.com/blog/top-5-reasons-customers-dont-trust" title="Top 5 reasons why your customers don't trust you">a drop in customer trust</a>, increased <a href="https://www.openaccessbpo.com/blog/3-lessons-learn-customer-churn" title="3 Lessons you should learn from customer churn">customer churn</a>, and multiple missed opportunities.</div>
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2. <span style="font: normal 22px 'Oswald', sans-serif;">Using the wrong tone.</span></div>
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<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiX8ssfO0EAD-Pd5_w8onbBZRJDteuCpCJENjfMCPjKKho8qP9FwofeYG_MaOSXL2ZXo3IBzfBbp_ViQU_AVDQKu4s3I7H6h4P6oy9ETRSihtlL6toIUCgf5jbNZNYm5ba_qjJ-Q1n51Pho/s1600/annoyed-office-employee-reading-email-on-smartphone.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiX8ssfO0EAD-Pd5_w8onbBZRJDteuCpCJENjfMCPjKKho8qP9FwofeYG_MaOSXL2ZXo3IBzfBbp_ViQU_AVDQKu4s3I7H6h4P6oy9ETRSihtlL6toIUCgf5jbNZNYm5ba_qjJ-Q1n51Pho/s1600/annoyed-office-employee-reading-email-on-smartphone.png" width="600" title="annoyed office employee reading email on smartphone" alt="annoyed office employee reading email on smartphone" /></a></div>
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Your agents represent your company, so every interaction with customers will affect your reputation. As such, it's crucial to understand that the <a href="http://www.huffingtonpost.ca/matthew-held/business-emails_b_5955124.html" rel="nofollow" title="Five ways to keep your tone in check when writing business emails">tone of your emails matters</a>. So train your email customer service agents to find a balance between professional and approachable when composing their emails. </div>
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While it's best to keep your tone professional, understand that people generally don't want to communicate with agents who sound too serious and robotic. This is because the emails tend to feel cold and impersonal. Because of this, you might want to consider limiting the use of canned automated responses, or at least review and rephrase them to sound warm and welcoming.</div>
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On the other hand, sounding too lax may make you seem unprofessional and unknowledgeable, making it difficult for customers to trust you. Even an unfortunately inserted emoticon or a hint of seemingly harmless sarcasm may cause a lot of problems.</div>
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3. <span style="font: normal 22px 'Oswald', sans-serif;">Forgetting to proofread your email.</span></div>
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<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjEXRfXsy_nlaIpW_SuprbiH7f4aXP8gMql1y8cprU7gdxdhOnR0NGcdse8hDqLTh0VdZvzWwckSsuFCpOD-1Yws4DxYB79jCYnr0wavmgNUtw4bui9GJKQarPHihPaQIjXtLt44sjbl6F5/s1600/frustrated-businessman-reading-email-on-laptop-in-office.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjEXRfXsy_nlaIpW_SuprbiH7f4aXP8gMql1y8cprU7gdxdhOnR0NGcdse8hDqLTh0VdZvzWwckSsuFCpOD-1Yws4DxYB79jCYnr0wavmgNUtw4bui9GJKQarPHihPaQIjXtLt44sjbl6F5/s1600/frustrated-businessman-reading-email-on-laptop-in-office.png" title="frustrated businessman reading email on laptop in office" alt="frustrated businessman reading email on laptop in office" width="600" /></a></div>
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Before hitting the send button, always remember to go over your email several times. Look for mistakes, such as:</div>
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• grammatical and sentence construction errors;<br />
• factual details (wrong instructions, steps, or solutions);<br />
• inappropriate jokes or sensitive internal informations;<br />
• wrong or broken links; and<br />
• wrong or unnecessary attached files.</div>
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Any of these can easily distract your customers from your message and the resolution to their concerns. It can negatively affect your brand's credibility. Even something as simple as forgetting to customize the name can be critical.</div>
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<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-56173443404867198512017-06-28T02:28:00.001-07:002017-06-28T23:09:00.531-07:00Take notes from Asian cultures to improve the customer experience<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEitZJeLgGjlCyHpL2CH9cK6nChNq8tyETjRrVdV_HrQG1HWB_atY3o4tEFoBtL6fh0rkMvkG1ypDNZ9ZaPaixBAwVUE4agt8uUD__vh9QpUG-3ttyhybSDYyLNnM2o_nsl0Bw5Yiuwy3Qu4/s1600/polite-asian-hotel-attendants-showing-great-customer-experience.png" data-original-width="600" width="600"/></div>
Asian hospitality is touted as a <a href="https://www.academia.edu/17284979/Service_Experience_Dimensions_in_Asian_Hospitality_A_case_study_of_Hotels_in_Thailand_and_Hong_Kong?auto=download" rel="nofollow" title="Service experience dimensions in Asian hospitality: A case study of hotels in Thailand and Hong Kong">heart-driven customer service</a>. It emphasizes building a solid customer relationship while consistently providing the best service for its customers. It's known for putting customers as their priority. Your call center might benefit from observing Asian business culture to improve the overall customer experience.<br /><a name='more'></a>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiGIf6EJtnuE9IbFhQ7ah9TGIxW4x_JPLyuVR04c2qcCcriX3wMzFs2iHJUQ9cUcrElrd3OuUV6moisCGg4-AGYZoBpyVHwfc0BmhaLZKIiY4Jbfc9q2xKXEf3pFxhoEGDGzP6R0texn_rH/s1600/asian-businessman-reaching-out-offering-shake-hands-smiling-coworkers-in-back.png" imageanchor="1"><img alt="asian businessman reaching out offering shake hands smiling coworkers in back" border="0" data-original-height="456" data-original-width="648" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiGIf6EJtnuE9IbFhQ7ah9TGIxW4x_JPLyuVR04c2qcCcriX3wMzFs2iHJUQ9cUcrElrd3OuUV6moisCGg4-AGYZoBpyVHwfc0BmhaLZKIiY4Jbfc9q2xKXEf3pFxhoEGDGzP6R0texn_rH/s320/asian-businessman-reaching-out-offering-shake-hands-smiling-coworkers-in-back.png" title="asian businessman reaching out offering shake hands smiling coworkers in back" width="350" /></a></div>
In order to utilize the Asian hospitality for your contact center, you must first understand different Asian cultures.<br />
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Most Asian cultures are collective societies—Middle Eastern countries and Korea, just to name a few collectivist cultures. Harmony is observed and maintained between people. Unlike the individualistic Western culture, fostering relationships is part of the Asian culture, both in business and personal life. That said, here are some insights on Asian cultures that may help you.<br />
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<div style="font: normal 22px 'Oswald', sans-serif;">Saving face.</div><br /><hr />
<div style="float:right;padding-left:8px;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiJT13neAWon2AhONGgoyZypNpEIVSHVhN_zGPUlUOkIfCNSi4LFzdpxeiIsqCN4YBOscUTzRV_ExyjCk7tHni2_dIO2G4JhDINkpd8Ux-KwcyX-afimnGvNCNNQO9eoCx9T5ODFd2Ne44L/s1600/young-asian-barista-handing-hot-capuccino-coffee-to-customer.png" width="350" /></div>
One defining aspect of Asian cultures is the sociological concept of <a href="http://www.japantimes.co.jp/life/2012/05/21/language/save-face-when-taking-the-expressway/#.WVNiXYjyvIW" rel="nofollow" title="Save face when taking the expressway">saving face</a>. From the Middle East to Southeast Asia, most Asian cultures have variations of face. For example, in Japan, the term "<em>mentsu</em>" comes into mind; in Korea, it's "<em>kibun</em>;" China has "<em>mianzi</em>;" Arab countries refer to saving face as "<em>ḥafiẓa māʾa l-wajhi</em>;" and in the Philippines, it's "<em>hiya</em>." While some of the terms do not literally mean saving face (<em>hiya</em> is directly translated as shame, <em><a href="https://www.pri.org/stories/2015-06-17/orange-new-black-said-we-did-story-korean-word-kibun-so-now-we-have" rel="nofollow" title="'Orange is the New Black' said we did a story on the Korean word 'kibun,' so now we did">kibun</a></em> is more of a feeling, mood), they all revolve around the concept of maintaining, preserving one's dignity and honor.<br />
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Whether it's your customers or your employees themselves, always avoid putting them in humiliating situations. In the words of famous author Dale Carnegie: "Let the other person save face." Should an agent make a mistake, you mustn't call them out for it in front of other employees. Talk to them privately. In the case of customers, lead customers to the right direction instead of blatantly disagreeing. Handle both your customers and employees with tact.<br />
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<div style="font: normal 22px 'Oswald', sans-serif;">A fruitful business relationship.</div><br /><hr />
<div style="float:right;padding-left:8px;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjNK4oNcEcLETbFGf-Rf-eWbtr1kxOZKHM13X6E95UxS5pB9jN7zV3M-GTYI2_sGMapUgV8mCSTa54tSKnkshOgCW51qplBsOlzfz1G8h8JsRWD6sW5f1qO8rRXXqGURNY5MFgL-Qi-4Jny/s1600/asian-barista-holding-tablet-waiting-for-customer.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjNK4oNcEcLETbFGf-Rf-eWbtr1kxOZKHM13X6E95UxS5pB9jN7zV3M-GTYI2_sGMapUgV8mCSTa54tSKnkshOgCW51qplBsOlzfz1G8h8JsRWD6sW5f1qO8rRXXqGURNY5MFgL-Qi-4Jny/s1600/asian-barista-holding-tablet-waiting-for-customer.png" width="350" /></a></div>
Asian cultures are known for its emphasis on long-lasting business relationships. There is a great emphasis in building trust with your Asian customers. They need to know who they're dealing with. In create a harmonious customer relationship, take note of how Japanese and Filipino businesses take care of their customers.<br />
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Japan's customer service is one of, if not, the best in the world. Japanese businesses treat their customers with utmost respect to the point of being treated like gods. This Japanese hospitality is called <em>omotenashi</em>. As soon as you enter a store, you are the business' priority and responsibility. Japanese businesses make courtesy calls and post-sale visits as well to measure customer satisfaction and gain insights.<br />
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Filipino businesses try to create business relationships through the "<em>suki</em>" system. The <em>suki</em> system is centered on achieving customer loyalty. Its premise is fairly simple: buy goods from the business regularly, and they might provide you with reduced prices and bonuses. Customers can also return the favor by providing word-of-mouth promotion for the business. In this system, both customer and business are affectionately referred to as "<em>suki,</em>" much like the fact that both parties benefit from each other.<br /><br /><br />
The takeaway of the Asian customer experience is that the customer service does not end at the hanging of the phone. Rather, it's the starting point of your business relationship with your clients. Uphold the honor of your contact center by ensuring the best customer service for your customers. Keep your customers in mind—follow up on your customers or give them promos or bonuses to ensure customer loyalty and customer satisfaction.
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Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-59072248829205257652017-05-15T04:37:00.002-07:002017-05-15T04:37:55.222-07:0010 Techniques for successful email marketing<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiNB2Qay7OP_wK0heA1mdmCxsntwugMUEOpVFd9iIc9t-j8W1jZIR_gKAOmxSH8BXWwDRbSgaMnLK6qn5S-H2WOY6xCZBoxnCDGXfMdTqaGWcHTYCLTpE4OQxCj-KffSr2BLBrzrK3PSptt/s1600/businessman-writing-on-board-with-virtual-envelopes-showing-emails.png" width="600" />
Email marketing is an often overlooked or mismanaged aspect of digital marketing. But if done correctly, it can augment your customer service. Communicating with customers via email lets you cultivate deeper and more meaningful relationships.<br />
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Below, we listed 10 techniques to consider when deploying an email-based marketing strategy.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Permission is important.</span></p><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvVQt6gBBJuxygfi2M_qNj0-gmj9DNgHewEr8rgexOF9XglsqBb9UlKE832D1xuwc3zl6XqxC910Ggj00cgs6wS94Hp073drhi-mCOk4659A0XSOjsl4KxNyO7qLg7Vhe_ahk-Nq6TFQkO/s1600/young-office-employee-with-mustache-using-laptop.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvVQt6gBBJuxygfi2M_qNj0-gmj9DNgHewEr8rgexOF9XglsqBb9UlKE832D1xuwc3zl6XqxC910Ggj00cgs6wS94Hp073drhi-mCOk4659A0XSOjsl4KxNyO7qLg7Vhe_ahk-Nq6TFQkO/s1600/young-office-employee-with-mustache-using-laptop.png" width="600" /></a>
<p style="margin-left: 15px;">Sending unsolicited emails can annoy the recipients and hurt your brand. They'll most likely mark your email as spam and your future messages may go unnoticed or ignored.</p>
<p style="margin-left: 15px;">So make sure to ask for your customers' permission before sending them emails. So if a customer signed up for your newsletter, feel free to send them the content they want. However, make sure to include an "Unsubscribe" button on the footer of your email to give them a chance to opt out anytime. While you don't want this to happen, this option lets customers take control over their interactions with your brand.<br /></p>
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<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Subject lines matter.</span></p>
<p style="margin-left: 15px;">Your subject line matters as much as the email's content itself. If it's too vague or boring, recipients would not bother to read your emails. If it overhypes the actual content, customers are likely to lose interest and thus be disappointed once they start reading the email. This makes them more inclined to opt out of their subscription.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Use auto-responders.</span></p>
<div style="float:right;padding-left:8px;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiYGEIFHbCEdeRhtyL-GeeHO7lbWw2vvzj9d5lsmHxzIMYFimCjseMpHmIz16mXIHN6uZtKp8-3PJsUaKUZTPtj0l4mD7NSLGGoboewUZg8IyhR_YnP3CRU7gmA1SfXUVLOZFaFDwKdVhVr/s1600/letters-envelopes-phasing-out-of-laptop-computer-screen.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiYGEIFHbCEdeRhtyL-GeeHO7lbWw2vvzj9d5lsmHxzIMYFimCjseMpHmIz16mXIHN6uZtKp8-3PJsUaKUZTPtj0l4mD7NSLGGoboewUZg8IyhR_YnP3CRU7gmA1SfXUVLOZFaFDwKdVhVr/s1600/letters-envelopes-phasing-out-of-laptop-computer-screen.png" width="350" /></a></div><p style="margin-left: 15px;">You can utilize auto-responders to send new subscribers an automated welcome email. Through it, you may ask customers to confirm their subscription or offer other types of content or promos they may be interested in. However, make sure that all the automated emails you send sound warm, friendly, and human.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">Know your audience.</span></p>
<p style="margin-left: 15px;">Knowing your audience means familiarizing yourself with their characteristics, preferences, and online browsing habits. This will help you write emails and content that will appeal to them, which ensures that customers will appreciate the messages you deliver. This adds to the success of your email marketing campaign.</p>
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<p style="margin-left: 15px;">5. <span style="font:normal 22px 'Oswald', sans-serif; ">Include a call to action in your emails.</span></p>
<div style="float:right;padding-left:8px;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgI67AT6KZ9_pk3gsKR0FGB3Sh9Tv8s4VPXWMyo9nUtJ-F6g65n3tdvwFX9lmYeqM1lXWjghMk3-ddlSeaigKVPy8k_CAeByu638tT_Bn2FjEB_DMOSkaDIKL5siLQ-FYbwqYfA1FAhOdWn/s1600/businessman-using-smartphone-laptop.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgI67AT6KZ9_pk3gsKR0FGB3Sh9Tv8s4VPXWMyo9nUtJ-F6g65n3tdvwFX9lmYeqM1lXWjghMk3-ddlSeaigKVPy8k_CAeByu638tT_Bn2FjEB_DMOSkaDIKL5siLQ-FYbwqYfA1FAhOdWn/s1600/businessman-using-smartphone-laptop.png" width="350" /></a></div>
<p style="margin-left: 15px;">A call to action (CTA) message can encourage customers to get to know your brand more and explore the other things that you offer, such as your products or services. Marketing emails work best with a CTA prompt—whether it's for encouraging customers to check out your online shop, to get in touch with you directly, visit your website, or follow your social media accounts. If you can persuade customers to take those actions, you can generate more leads, increase web traffic, boost sales, and build brand awareness.</p>
<p style="margin-left: 15px;">Keep in mind that having too many CTAs on your email will clutter it and confuse your readers. Thus, use CTAs with caution and think carefully about how they'd help you reach your goals.</p>
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<p style="margin-left: 15px;">6. <span style="font:normal 22px 'Oswald', sans-serif; ">Pay attention to formatting.</span></p>
<p style="margin-left: 15px;">The format of your email plays a large role in the success of your marketing campaign. Here are several factors you must keep an eye on:</p>
<p style="margin-left: 15px;">• <b>Content:</b> Is the message straightforward, concise, and easy to understand? Or is too long, wordy, and packed with too much information?</p>
<p style="margin-left: 15px;">• <b>Media:</b> In digital marketing, images and videos are important—whether to supplement your text, liven up the appearance of the email, or keep the message interesting. Check if the media you attach to your emails are appropriate and help you get your point across successfully.</p>
<p style="margin-left: 15px;">• <b>Typography:</b> Your text needs to be readable, so choose the right font size, style, and color for your email. Also, carefully curated typography can improve your email and its readability. Enhancing the typography you use can also help you highlight important information like dates, times, and product offers.</p><br />
<p style="margin-left: 15px;">7. <span style="font:normal 22px 'Oswald', sans-serif; ">Content is key.</span></p>
<p style="margin-left: 15px;"><div style="float:left;padding-right:8px;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiSKCHaNtEkh7-kDytNWKkkoxkn-05ipwfLjSD2e6_5RJgG6fMXJNE7OU5mszSW7PTDCY0758LtJhz32v31z92UW_mFWfrc3UxFxGrgRZAB3nD99cw93nqKYm0T3tTbzFNL-zts14j7FMpL/s1600/coworkers-looking-at-email-on-computer-screen.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiSKCHaNtEkh7-kDytNWKkkoxkn-05ipwfLjSD2e6_5RJgG6fMXJNE7OU5mszSW7PTDCY0758LtJhz32v31z92UW_mFWfrc3UxFxGrgRZAB3nD99cw93nqKYm0T3tTbzFNL-zts14j7FMpL/s1600/coworkers-looking-at-email-on-computer-screen.png" width="350" /></a></div>Marketing emails aren't a dump for materials that don't make it to your website or social media accounts. Nor is it a place to drone on and on about your services or promos. It's best to view them as tools for cultivating personal relationships with your existing clients or generating interest from prospective ones. Therefore, it's essential to deliver valuable, informative, and relevant emails to your clients.</p>
<p style="margin-left: 15px;">You may also want to include email writing in your content calendar so you can keep track of the emails that you send. This will also help you plan the content of your future emails.</p>
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<p style="margin-left: 15px;">8. <span style="font:normal 22px 'Oswald', sans-serif; ">Test, test, test.</span></p>
<p style="margin-left: 15px;">A common mistake in email marketing is sending the emails right after they're drafted. Though you may think that everything looks perfect, the email may be rendered in different ways when viewed using different browsers or applications. You might find that links do not work or that the media you attached are broken. Also, make it a point to check for spelling and grammatical errors. In addition, double-check the recipients and subject line of the email.</p>
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<p style="margin-left: 15px;">9. <span style="font:normal 22px 'Oswald', sans-serif; ">Track your marketing analytics.</span></p>
<p style="margin-left: 15px;"><div style="float:left;padding-right:8px;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhAL8arhmID2N85Bxe_4dyFzxoagIzmF_uqFKXTBeFcNIiKOn9tRoONtR8psu9gWJNayZ2dMMlUlXcKCN6BQmaqyOGFvArXBAwivTr28hJQB8TKo_bA0sRN0637jjQsVftsayO1VtRVXmXi/s1600/businessman-hand-using-smartphone-looking-through-analytics-data-by-laptop.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhAL8arhmID2N85Bxe_4dyFzxoagIzmF_uqFKXTBeFcNIiKOn9tRoONtR8psu9gWJNayZ2dMMlUlXcKCN6BQmaqyOGFvArXBAwivTr28hJQB8TKo_bA0sRN0637jjQsVftsayO1VtRVXmXi/s1600/businessman-hand-using-smartphone-looking-through-analytics-data-by-laptop.png" width="350" /></a></div>Email marketing tools let you view and track your campaign's analytics. They can show you how many emails you've sent, how many have read them, how many have clicked on the included links, and other bits of important information. You must consider these details to monitor your campaign's performance and find out what you can improve on.</p>
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<p style="margin-left: 15px;">10. <span style="font:normal 22px 'Oswald', sans-serif; ">Practice customer segmentation.</span></p><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvGR5YSluJSJ6HqPqH5KTs5kla5EOik0DCOuF85ZAd4DZN73FXrECy6vRES_WGL7JI8jtMDiSb-zcAyzsN1jZ9g11ecsCGoL2S8sAI5chyphenhyphen_9P3QU-GxntCz8OwbT3JeJzMcf5Mcf-K4Ez-/s1600/thinking-businessman-with-virtual-human-figures.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjvGR5YSluJSJ6HqPqH5KTs5kla5EOik0DCOuF85ZAd4DZN73FXrECy6vRES_WGL7JI8jtMDiSb-zcAyzsN1jZ9g11ecsCGoL2S8sAI5chyphenhyphen_9P3QU-GxntCz8OwbT3JeJzMcf5Mcf-K4Ez-/s1600/thinking-businessman-with-virtual-human-figures.png" width="600" /></a>
<p style="margin-left: 15px;">Customer segmentation refers to separating your customers or intended recipients into lists based on specific categories. This lets you send targeted emails. An email list can help you send promotions and content to groups of customers who are most likely to find them relevant. Moreover, you'll be able to tailor-fit your message for different ages, occupations, or cultural backgrounds.</p>
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Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-26534260588119466382017-04-23T22:44:00.004-07:002017-04-24T00:40:08.438-07:00How improv training enhances customer service interactions<center>
<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg-FB2uas9ViXum5amuiXUlfard-5tme-2zSEY8WQ5HPYeOLsymaWmVIze1062rvcp1nFZCyr3iIuj7sarVOCxtXMHyKJ4w9OZyBEO2M333QQtos2o_17m_-_BlXyEOl4e2Xdft5JNjd75h/s1600/asian-female-call-center-repo-doing-jazz-hands.png" width="600" /></center>
Improv, formally called improvisational theater, is a popular form of live theater where dialogs and interactions are unscripted. Lines are made up spontaneously and are based on people's real-time reactions. This technique is used by actors to add fun or depth to a scene.
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<div style="float:right;padding-left:8px;"><a href="http://openaccessbpo.blogspot.com/2017/04/how-improv-training-enhances-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj25PMTw0bHEpbVnTC1XL2gmhWh2d6zSLbLaVCHokgkCUbmUCVvbDmj3A-PJFfHY0fqhyphenhyphenWKAy0fFbI0aqVZuz7W7atlRxq-VNbz6t6fxFdJhVEZneh3wyC5kJo7rf6vaTwNy3lm15GjCN5M/s1600/call-center-rep-dancing.png" width="350" /></a></div>
These days, however, improv is applicable not just in theater. Some companies <a href="http://www.clomedia.com/2013/02/01/for-leaders-improv-training-is-no-laughing-matter/" rel="nofollow" title="For leaders, improv training is no laughing matter">include it in leadership trainings</a> to help executives communicate with their employees better. And it can be used as a customer service technique as well.<br />
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"Yes, and"</div><br />
Improv revolves around the concept of "<a href="https://www.helpspot.com/delightenment/customer-service-training-ideas-acting-class" rel="nofollow" title="Act it out: Customer service training ideas inspired by acting class"><strong>Yes, and</strong></a>." By saying yes, you affirm or acknowledge what another person said. You then add "and" to provide your thoughts and keep the conversation going.<br />
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Take for example this customer support scenario. When a caller says, "There's a problem with my product right now," you can reply with a "Yes, and" phrase, such as:<br />
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"<i><b>Yes, and </b>I'll do everything I can to fix this in no time.</i>"</div>
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This technique adds positivity to an interaction, which is exactly what you need in customer service. Using this phrase, you're able to validate the customer's ideas or messages and add new insights to improve the situation. In a nutshell, therefore, you're able to acknowledge the customers' situation and empathize with them (the "yes" part), then offer solutions or alternatives (the "and" part).<br />
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Here's how training your agents in improv can benefit your call center.<br />
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1. <span style="font: normal 22px 'Oswald', sans-serif;">It sharpens agents' <a href="https://www.fastcompany.com/3025570/3-ways-improv-can-improve-your-career" rel="nofollow" title="3 Ways improv can improve your career">listening skills</a>.</span></div><br />
<center><a href="http://openaccessbpo.blogspot.com/2017/04/how-improv-training-enhances-customer.html" title="happy businessman laughing during phone call" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjJGmlfXm7T4V0-IMPDGvkJq2PijrTO0x42Skeh3luKgTwly1k40apl2KPkbsBPGCBR-LBeUBkahm3iJc4sPcvLf7UgBLCmR0UTba9wDSMpJysOyqAtyTdAJOfhKUjUeQgq84YUXKWLqB7R/s1600/happy-businessman-laughing-during-phone-call.png" width="600" /></a></center>
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Improv requires concentration. To do it successfully, you need to listen carefully and intently to what the other person is saying. Training your agents in improv <a href="http://customerthink.com/effective-communication-skills-active-listening/" rel="nofollow" title="Effective communication skills: Active listening">enhances their active listening skills</a>, which ensures that they can clearly understand what a customer says.</div>
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2. <span style="font: normal 22px 'Oswald', sans-serif;">Improv can sharpen your agents' <a href="http://www.icmi.com/Resources/Learning-and-Development/2015/07/How-Improv-Made-Me-a-Better-Call-Center-Agent" rel="nofollow" title="How improv made me a better call center agent">problem-solving skills</a>.</span></div><br />
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Using improv techniques during customer support interactions opens the path for solving problems in creative ways, as it allows agents to go off-script in some situations. This encourages them to think of new ways to solve a problem and gives them the power to make decisions that best suit a customer's needs.</div>
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3. <span style="font: normal 22px 'Oswald', sans-serif;">It lets agents add a personal touch to the conversation.</span></div>
<center><a href="http://openaccessbpo.blogspot.com/2017/04/how-improv-training-enhances-customer.html" imageanchor="1" title="laughing call cener agent" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg0rfx-vZOXT9NV6PKFtOIcGKwU7XnbzznOHkjrhm4g1mwddeUWkcSUVSTuEfjkK44I2O3UQrdPwHPJE4S0Xfxf-REw8kg794tUj2fiPa0NQ3PO0x5iqul-pQ9BTDaO0chsu4sZTDG31igf/s1600/laughing-call-cener-agent.png" width="600" /></a></center><br />
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Customer service expert Shep Hyken once said that you <a href="https://hyken.com/customer-service-training/sincerity-in-customer-support/" rel="nofollow" title="You can't script sincerity in customer support ">can't script sincerity</a> during interactions. You have to show genuine concern and empathy toward your customers. Improv, therefore, allows agents to act in ways that are appropriate for the situation. Instead of following a script religiously, you can use it as a guide in improvising dialogs and making them sound authentic and human-like.</div>
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4. <span style="font: normal 22px 'Oswald', sans-serif;">It leads to customer satisfaction.</span></div><br />
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All the previous benefits mentioned lead to a better customer experience. Customers appreciate services that are efficient, results-oriented, and humanized.</div><br />
<div style="float:left;padding-right:8px;"><a href="http://openaccessbpo.blogspot.com/2017/04/how-improv-training-enhances-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgdESLO8mthLgg9G7HwvNV9pjh6BZDk1cAIwPtWskqSQHRPHXzz2Wzg8gP_iRxZRRQdmCJlxv8RbXvFA-isoJl4IhcIuW9One-q8P-BLkuROO9crlXbCAH3wJ9pHiHv6dXfsxTguRVDUHYF/s1600/smiling-muslim-call-center-agent-in-phone-call-lookin-afar-smiling.png" width="350" /></a></div>
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Improvisation can also lead to engaging and free-flowing interactions. Just like in improvisational theater, a customer support interaction may veer into a different direction once this technique is used.</div><br />
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Take for example this <a href="http://www.omaha.com/eedition/sunrise/articles/customer-service-workers-are-improv-specialists/article_e656d9be-87e0-548b-8f90-02589bb565a3.html" rel="nofollow" title="Customer service workers are improv specialists">Dollar Shave Club customer</a> who promised to order a one-month subscription of razors. But there's one condition: A company employee must solve a Rubik's Cube in less than two minutes. The employee rose to the challenge and thus gained applause from the online community. Of course, as promised, the customer placed his order as well.</div>
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Training your customer service agents in improv can help them gain important skills. It will encourage them to be authentic and flexible when tackling customers' concerns. Comedian <a href="http://www.laweekly.com/arts/comedian-jen-kirkman-is-so-determined-not-to-have-children-that-she-wrote-a-book-about-it-4184417" rel="nofollow" title="Comedian Jen Kirkman is so determined not to have children that she wrote a book about it">Jen Kirkman puts it succinctly</a>: "Improv requires one thing I lack that I think most mothers need—the basic instinct to put someone else first."
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<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-50014899088971574002017-03-08T03:44:00.003-08:002017-03-08T03:48:54.762-08:00How counseling and therapy keep call center agents fit for work<div style="text-align: center;">
<img alt="customer service reps comforting sad problematic coworker" border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgvWAl1neaessDoTdYUo2w-cWqLfdqWwfgWH5Ws3aqDlUbLYAdGSuOPMkBO4tBgfaqJcIhif3YSu7rZ0zV0V_F9G55a5zTbgbmt7Yui0SuUk1brrxO2013BdP_Z3TwPdNzaBVxSVM9jdug9/s1600/depressed-employee-working-on-laptop-comforted-by-boss.png" title="customer service reps comforting sad problematic coworker" width="600" /></div><br />
It's not enough for employees to be physically fit to keep up with the stress and activities involved in the business process outsourcing (BPO) industry. The Latin phrase "<em>Mens sana in corpore sano</em>," which means "a sound mind in a sound body" best demonstrates this principle. Indeed, employers must also consider their workers' mental health to make sure that the organization is running smoothly.
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjV-xG8QJNiYM4BV-zkCEja3ezOrSentHb-htXmAyKDlHV62q5cvLXhqs0J_vk7rks2Vkyvo8cGOVlPfBiI5Ku7bkPFfD8V5BtLrK6UznaPhRtuNN2s-y4c3qR4Sf-3EPw5kRo7tZzKOV__/s1600/customer-service-reps-comforting-sad-problematic-coworker.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;" title="customer service reps comforting sad problematic coworker"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjV-xG8QJNiYM4BV-zkCEja3ezOrSentHb-htXmAyKDlHV62q5cvLXhqs0J_vk7rks2Vkyvo8cGOVlPfBiI5Ku7bkPFfD8V5BtLrK6UznaPhRtuNN2s-y4c3qR4Sf-3EPw5kRo7tZzKOV__/s1600/customer-service-reps-comforting-sad-problematic-coworker.png" width="350" /></a></div>
Stress plays a big part in an employee's well-being. There are a lot of factors that can cause distress to an agent, from rude or irate customers to non-work-related factors like family matters. A <a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3895308/" rel="nofollow" title="Psychological vulnerability, burnout, and coping among employees of a business process outsourcing organization">2013 study</a> found that as much as 28% of the BPO employees included in the research experienced significant psychological distress.<br />
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If left unchecked, distress can slowly turn into burnout. That said, it can ultimately <a href="https://www.openaccessbpo.com/studies/whitepaper/call-center-attrition-and-turnover-average-rates-and-common-causes" title="Call center attrition and turnover: Average rates and common causes">lead to turnovers</a>. So how can BPO companies ensure that their workers are in their best form to carry out their duties?<br />
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It's recommended that you <a href="http://www.workplaceethicsadvice.com/2014/08/benefits-of-workplace-counseling.html" rel="nofollow" title="Benefits of workplace counseling">provide counseling services</a> for your employees. Doing so can help employees pinpoint what's causing their mental fatigue, whether it's related to work or not. This approach can also build a sense of trust and loyalty in the call center, as employees would know that the company cares for their well-being.<br />
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This is especially applicable to outsourcing firms that provide content moderation services. This kind of work may take a huge toll on employees who may have to <a href="http://www.nytimes.com/2010/07/19/technology/19screen.html" rel="nofollow" title="Policing the Web's lurid precincts">endure scarring images</a>—from outright violence to blatant sexual crimes. Some <a href="https://www.wired.com/2014/10/content-moderation" rel="nofollow" title="The laborers who keeps dick pics and beheadings out of your Facebook feed">content moderators said</a> that this depravity they see in videos and images is seared into their minds. In one extreme case, two moderators of a computer company claimed they developed post-traumatic stress disorder because of their line of work and the company's alleged negligence to provide counseling. They thus ended up <a href="https://thenextweb.com/microsoft/2017/01/12/microsoft-sued-by-employees-who-developed-ptsd-after-reviewing-disturbing-content/#.tnw_aMgpKhw8#.tnw_fRkEK3oS" rel="nofollow" title="Microsoft sued by employees who developed PTSD after reviewing disturbing content">suing the company</a>. All in all, therefore, the importance of mental health services in this line of work can't be stressed enough.<br />
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<a href="https://openaccessbpo.blogspot.com/2017/03/how-counseling-and-therapy-keep-call.html"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiRn5EP9u8UHrwHTag9w-QAEnWwZFZKq02krIbfNIBATZJnmHJ-Kwn91N2dT9GJFmfapAZvV5XomWLd17C2ze_bLdLSk1aAhWXBD6NVnlABAghbr2i6yTHDh1BcKNvZK56MktWfMdLtLxb2/s1600/woman-speaking-to-counselor.png" width="350" /></a></div>
Team leaders, managers, and HR personnel should be able to <a href="https://www.openaccessbpo.com/blog/5-tell-tale-signs-call-center-agents-burning" title="5 Tell-tale signs that your call center agents are burning out">identify the signs of burnout</a> and other forms of distress among employees as well. Just as agents help clients, you must also help your workers. As each agent experiences different levels of distress, you must help them address and evaluate the problem so they can <a href="http://www.moneycrashers.com/tips-deal-employee-burnout-manager-business" rel="nofollow" title="15 Tips to deal with employee burnout as a manager of business owner">manage it properly</a>.<br />
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By providing counseling services to your call center employees and looking out for signs of burnout, you can be assured that they'll be able to handle the slumps and bumps they face at work. This leads to higher job satisfaction and lower attrition rates.
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<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-91662641208947814052017-02-09T00:42:00.000-08:002017-02-09T01:45:18.358-08:005 Live chat features that can improve the customer experience<div class="separator" style="clear: both; text-align: center;">
<a href="http://openaccessbpo.blogspot.com/2017/02/5-live-chat-features-that-can-improve.html" title="5 Live chat features that can improve the customer experience"><img alt="smiling customer support rep using laptop" border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjfmtY34sXf0W0G44kG_40K77fe-gywrP2WyCFSYMg4IU_ZMTSRgtFCBm-eHCv6P9Td2wVfdnLzSHrfIqk-hkYrT9JjGw_No-WTFUMhyVf3d-ypMZ8uJxHNXcuN2bs95k2kCip9nybmUDjb/s1600/smiling-customer-support-rep-using-laptop.png" title="smiling customer support rep using laptop" width="600" /></a></div>
Many customers, especially those who use their smartphones often, prefer non-voice customer support channels like live chat. Because of its convenience and instant availability, instant messaging has emerged as an effective tool that contact centers use to assist customers and help them solve product- or brand-related issues. This allows companies to increase client satisfaction and loyalty.<br />
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In addition to that, here are five specific ways by which customer service chats can improve the buyer's experience.<br />
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1. <span style="font: normal 22px 'Oswald', sans-serif;">Fast issue resolution</span></div>
<div class="separator" style="clear: both; text-align: center;"><a href="http://openaccessbpo.blogspot.com/2017/02/5-live-chat-features-that-can-improve.html" title="businessman using laptop on rushing office chair on race track"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEipZrqQDPs7sD_kcaUqpMIdCJ4kAS2-zdB_MqUcIWu0uVeDAU4R7OIxAyRv3vMgsbQ9vfgARZzFCYvUOiemgeDn1oG9U89d-ykVVVhyphenhyphenU18s7XG074grSEHJREcIKDcpYkLND2R7iw3plXO0/s1600/businessman-using-laptop-on-rushing-office-chair-on-race-track.png" width="600" /></a></div>
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Chatting over the web or social media lets you reply quickly to clients' messages. Plus, it also lets agents multitask. Without halting the conversation, support reps can consult a colleague on how to solve an issue or access the organization's database to gather relevant information. They can also talk to multiple customers at a time, as long as they make sure not to sacrifice the quality of the conversations. All this ensures that clients receive straightforward and effective solutions to their concerns right away.</div>
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2. <span style="font: normal 22px 'Oswald', sans-serif;">Easy information retrieval</span></div>
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Since live chat platforms store messages in a thread or conversation view, both the agent and the customer can re-read their exchange of messages. Thus, customers can easily retrieve the details they need without having to repeat the information they've previously given. At the same time, agents can quickly review the customer's issue in full detail if they need to. This allows them to address clients' concerns more effectively.</div>
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3. <span style="font: normal 22px 'Oswald', sans-serif;">Well-crafted messages</span></div>
<div class="separator" style="clear: both; text-align: center;"><a href="http://openaccessbpo.blogspot.com/2017/02/5-live-chat-features-that-can-improve.html" title="bespectacled man using laptop" title="5 Live chat features that can improve the customer experience" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjyHtmMirNMAgDftWzq5TTa2leLKG7d-0kFnpaggyEB9wqSyzXsYCKStI2RnpD9S0kFFUjoyYMxWU4nr7TglttBqzMPNApMnj14PfFc5kKxjt3EsGmxT9ATIKlR5yhjTtAGhUwjoUCSBTxq/s1600/bespectacled-man-using-laptop.png" width="600" /></a></div>
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Unlike the phone, chat platforms allow agents to review their reply and edit it before they hit the "send" button. This lets them craft messages more carefully, which minimizes errors and inaccuracies. It also lets agents ensure that the tone of voice they're using is positive, non-combative, and tactful. This helps prevent misunderstandings with a customer.</div>
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4. <span style="font: normal 22px 'Oswald', sans-serif;">Interactivity</span></div>
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Customers often regard live chat as engaging and interactive, since it enables you to provide answers in real time. In most cases, you won't have to make your clients wait before you can attend to them. In addition, because it's web-based, agents can send relevant links and other online information sources that a customer may find useful. This hastens issue resolution and enhances the customer experience.</div>
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5. <span style="font: normal 22px 'Oswald', sans-serif;">Wider accessibility</span></div>
<div class="separator" style="clear: both; text-align: center;"><a href="http:http://openaccessbpo.blogspot.com/2017/02/5-live-chat-features-that-can-improve.html" title="5 Live chat features that can improve the customer experience"><img title="woman using laptop" border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjx2_LtIvRb3IX5f2iiOnC5Mr2QEf1Pb-I7a_mGLzzyWt1YJStHP4INIeNN5uTSNgANKbqqhKx6gd-VmMBTK9pA27tVRyvf-yaoMHGcOtAId1ZqLBeqMC5M1gz-iuN1FO4DaJ7evdpmHbBi/s1600/woman-using-laptop.png" width="600" /></a></div>
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Through instant messaging, clients will be able to reach your company at any time of the day. You can thus cater to more customers and solve more issues. Plus, because it's accessible via handheld devices like tablets and smartphones, clients won't have any trouble contacting you. Providing your customers such a convenient customer support option can help you boost their loyalty to your brand.</div>
<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-22132241059064629802017-01-04T04:20:00.000-08:002017-01-04T04:20:32.579-08:00Stop ignoring your weakest customer service channel<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiouwwRfV6Ct_9jKD9CWdsDLrvKgVjBWurn2Mzx3VBlNSrLM1sLBkqp7TviqwzkZFa5PckmVccC3kJ1eSZL8xWQ2TUGNyFBBjBU68z0yp1TvcEnjaqdddIXA6HBjs9Uf8N6hsZ7idY7Rsc1/s1600/office-employees-directed-by-boss-in-phone-call-by-laptop.png" width="600" />
It's a huge mistake for contact centers to focus on their strongest communication channels alone. They must realize that there's a need to understand all their platforms' unique functions and purposes, as customers have varied preferences.<a name='more'></a><br />
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Thus, you also need to pay attention to your least popular channels, instead of singling out just the top-performing ones. As more and more digital devices are being made widely available these days, it's easy for businesses to overlook traditional channels, including the phone. This leads to poor voice-based customer support delivery. When this happens, you need to immediately rethink your strategy for these three reasons.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Voice services still matter.</span></p>
<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh5fwKwvo_z6rpWmUI4X3MAGSOAOfwJaMC9Ta8n7Gt34UijSmUeHFOa7YkyrE3Rb33QxrJzc1X81OG6h2BvHuAMdUF5sz2ElP1RoiBcJAA21gTB14ZGjcwCaqf6q-XHt9VXYbMeMJQk-idL/s1600/smiling-call-center-rep.png" title="smiling call center rep" width="600" />
<p style="margin-left: 15px;">Even though customers are becoming pros at using self-service platforms, 40% of them still contact a call center agent after <a href="https://www.zendesk.com/resources/searching-for-self-service/" rel="nofollow" title="Customers want to help themselves?">finding answers on their own</a>.</p>
<p style="margin-left: 15px;">It's true that the omnichannel approach—mostly carried out through digital channels—helps customer service teams deliver faster solutions and manage big heaps of queries. However, the reality is, customers still use the phone to resolve complex issues that require human intervention.</p><br />
<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">One bad experience can ruin the entire customer experience.</span></p>
<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg7aPHGbqtOFEhfuBCM3lhmFck_eYCRx5VCMg8jgIojFIBzbug8EKsLRIF8LfBUPA1fnb1SHZltHTsRyjutHCbZSeJtfj_WRwzwhOyc02ktQ6777Y8cfLT53N1TuWUpxIncAajfgz6laPwd/s1600/problematic-woman-in-phone-call.png" title="problematic woman in phone call" width="600" />
<p style="margin-left: 15px;">Just one instance of a poorly delivered customer support is enough to lower consumer engagement. You should thus optimize interactions across all your platforms to deliver consistently high-quality services. This way, regardless of the channel a customer uses, they'd receive the kind of assistance they deserve. Such consistency allows you to build a good brand image.<br />
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">To thrive in the digital age, you must be willing to work on your weaknesses.</span></p>
<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg-SpIBGSyG1mpNGJ6RPfMpcYUElEOPoIwUvCJPO9mcBHrXRUB3elcVAGlM5xSAhNXr0zIV3qlSIXPp6qPIIX8_joWqol7jX_ybpro_NfczN_Vd-yKX_9eUtw5VLSFD4L-hZEULhtPeTuZR/s1600/business-team-in-office-training-workshop.png" width="600" title="business team in office training workshop" />
<p style="margin-left: 15px;">If you keep overlooking the issues you're facing, you won't be able to deliver the ideal customer experience. The longer you put off fixing your weakest customer service channel, the more difficulties you'd have to deal with in the future. However, if you keep working on your performance gaps, you'll be able to nurture buyers' trust and develop meaningful relationships.</p>
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Focusing on your customer support approaches can help you nurture market loyalty. However, remember to place equal importance on all your channels—including the phone and the digital ones. This way, you can capture people's varying preferences and upgrade the customer experience you deliver.
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<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-88936976743652169882016-12-02T04:11:00.000-08:002016-12-19T04:41:03.026-08:00How can Philippine call centers boost productivity this holiday season?<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjgmrFz0quRGMprOvqUnRPxRVFGWBG_Yehb_H5frxaYszhj_5kf5PpSOwJos5WhiRFEyKmsq6eU4KyGnbzv5uWkVaJvW3Us6ksyC5BYBIxN6A7dm3-mTpbLxavA6o_gw5NdIx3Ml7f3mBcx/s1600/santa-claus-working-as-call-center-agent.png" width="600" />
While everybody else is busy preparing for the upcoming holidays, Filipino BPO workers are facing a different kind of dilemma. For Philippine call centers, this season means extremely tight schedules, surging amounts of phone calls, and constantly being in the office. As most outsourcing companies in the Philippines cater to customers who follow different time zones, support reps may not be able to take a day or two away from their desks.<br />
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This also means that plenty of things may prevent customer service agents from performing well during this period. For instance, some of them may find it difficult to commute to and from work alongside throngs of passengers. Traffic is also bound to get even worse, which might make it impossible for them to arrive for work on time.<br />
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To prevent these from happening, here are three solutions you might want to consider:<br />
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• <span style="font: normal 22px 'Oswald', sans-serif;">If possible, reorganize agents' schedules.</span></div>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhBRUi9JtkkPpOiaDkTtX6vLBh5-pKK1vaC8FqUN6hxikcuFTPsENBq1i6JXW1RimoqA7A9D8cQQ-Zl36BuPnlvCdRAipksyPH07HfeqSR_1KBpzAXGQCe77LzT4LWYHch7ZxBYFNtx89JX/s1600/call-center-agent-looking-at-calendar-on-computer.png" width="600" /></center>
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Plenty of Philippine call centers implement rigid schedules to ensure that there are agents manning all of their communication channels on a 24/7 basis. However, do consider that it can be hard for employees to stick to their schedules during the holidays due to traffic and commuting problems.</div>
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Providing your agents a little flexibility during this season can help them manage their time better. You may also rearrange your shifting schedules in a way that allows your employees to avoid the rush hour. </div><br />
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• <span style="font: normal 22px 'Oswald', sans-serif;">Encourage agents to use navigation apps.</span></div>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgFPy5QqZ_izsgAp3aITevZJpUQwzp75g1KLV_lhpJDVEjelKWCinGQ_vQs6ZuPbcfd9P7-py9Sv_CchX8McxOG-ctfm_O-yRfuZKAXBETUZelFGsPfZGpJ2LjPAAOAKcxIloDdQW8s09hQ/s1600/hand-using-navigation-mobile-app-inside-car.png" width="600" /></center>
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Navigation tools such as Waze and Google Maps can help you and your employees avoid bottlenecks along the road. These mobile apps provide turn-by-turn directions, alternative routes, and traffic reports. Their maps may even be used offline, which makes them convenient for those with limited Internet connectivity. You may encourage your agents to utilize these tools to make their travels relatively more bearable.</div><br />
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• <span style="font: normal 22px 'Oswald', sans-serif;">Provide a free transportation mode for employees.</span></div>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhgHVLJrbRC5QGBu1qu8YCp3-pVj3bq73XvSUNjQO74cOgkfGAfFbPpDchx77eMuHV-suLlv6qMWeg2kOTR3BQLwYHn_LJchyphenhyphen7ufpLeW1yI4fxKFE4hpeDRHYmLRmuYA5mN2bPnQczJgzWH/s1600/bus-driver-man-welcoming-passengers.png" width="600" /></center>
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In addition to heavy traffic, the massive volume of passengers during the holidays can also make it hard for your agents to ride public utility vehicles. Providing free transportation modes, such as buses, shuttles, or jeepneys, will surely make it easier for them to travel between their homes and the workplace. By ensuring that your customer support reps have access to company-provided vehicles, you can reduce absenteeism in the contact center.</div><p> </p>
In addition, it's quite normal for employees to feel a little sluggish during this season. Thus, managers should watch out for plummeting engagement and poor performance. To boost your contact center's productivity during this time of the year, here are tips you must take note of.<br /><br />
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• <span style="font: normal 22px 'Oswald', sans-serif;">Celebrate the holidays with your team.</span></div>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi2ZCYM6p70yhC5h6UXqNpQ17NHk-fpImLlpVkKonNZqW_xtX1Tw6zNrQXbpEuShccfttAB9TnsFxRJ-vuL8OQG7Z6ckbqzx63rS7Cf3sqnWziTrCzPV4YNPYlco1SPogR2wpEATEX5nh52/s1600/office-team-surprise-coworker-gifts.png" width="600"/></center>
<p style="margin-left: 15px;">The holiday season is a sacred time for most Filipinos, and they make it a point to celebrate this time of the year with their family and friends. Needless to say, your customer support agents would be missing out on plenty of social events during this period because they'd need to show up for work instead. This can dampen employee engagement and lower people's morale.</p>
<p style="margin-left: 15px;">Thus, make sure to celebrate the holidays with your team. Typically, Philippine call centers hold company parties toward the year end, but you may also organize a smaller get-together with your team. <br />
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• <span style="font: normal 22px 'Oswald', sans-serif;">Reward your employees.</span></div>
<center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWgEXMXEMpQS5yzO4qvIRjSZHmjLYStUWwPw0XnpVEFMzwhvoRr0vvyY4wQcUDdsXeVgl9r-_CaMaA-PJk4sqJ1XcQeyMdimK0LyPIMH3Hr822XbbirkGeHDzDxtFCJLDM-QZ9zF_Dv4sp/s1600/office-boss-in-santa-hat-carrying-gifts.png" width="600" /></center>
<p style="margin-left: 15px;">For customer support reps, working during the holiday season can be extremely stressful because of the ever-increasing number of calls from shoppers. Thus, don't forget to reward your agents for a job well done. Doing so will motivate them to keep performing well.</p>
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<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-84430841541716891642016-11-16T00:27:00.000-08:002016-12-19T04:39:22.354-08:008 Crisis management tips for call center leaders <center><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgGfKJktKnge0AaGcQhE5lLIOmxHGAryFe-JYLCIfFB-0GZKOYlrg7xdmdXg-Nx-LZj2Q1xDqoSfyoK1osgLoTNjHIzRiHf7tw3aBCS-YiOvKxUvo833tcXCVMIfWIxdkpyI1uJOVB1fzuT/s400/businessman-playing-chess.png" title="businessman playing chess" width="600" /></center>
No company is immune to business disasters. Call centers, for instance, are especially prone to certain disasters. A lot of the difficulties they encounter are caused by their reliance on technology. They may experience data loss or security breaches, and these may disrupt their operations. Other <a href="https://www.openaccessbpo.com/blog/6-worst-nightmares-call-center-ceos-dread#more-25297" title="The 6 worst nightmares all call center CEOs dread">issues they may face</a> are natural disasters, public relations blunders, and <a href="https://www.openaccessbpo.com/studies/whitepaper/call-center-attrition-and-turnover-average-rates-and-common-causes" title="Call center attrition and turnover: Average rates and common causes">employee attrition</a>. If not effectively handled, all these can slow down their customer service delivery and even ruin a brand's reputation.<a name='more'></a><br />
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In such instances, your employees would look to the organizations' leaders for guidance. Thus, you should be able to make critical decisions to quell any ensuing chaos. Your priority must be to carry out your customer support operations smoothly despite the internal issues you're experiencing. To help you with this, here are crisis management tips you must keep in mind.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Figure out what's going on.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="http://openaccessbpo.blogspot.com/2016/12/8-crisis-management-tips-for-call.html" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj91dR7hCS-yvDOVwswxOI5tKVmNuR6N6MIsc0uJ8gz-zoLLglWaNZSxXANJSKQgOdYx3ZBt0wBMFE5h0PZTBiN2UDPGwFIxFz8r2RhvuLykNDa8U626NTXAaC_DAUFBOJx1EqHJJqh4qQX/s1600/business-executive-writing-on-post-it-notes-on-glass-wall.png" alt="business executive writing on post it notes on glass wall" title="business executive writing on post it notes on glass wall" width="600" /></a></div>
<p style="margin-left: 15px;">When everyone seems to be panicking, it's best to stay calm and <a href="https://hbr.org/2011/01/how-a-good-leader-reacts-to-a" rel="nofollow" title="How a good leaders reacts to a crisis">assess the situation objectively</a>. This way, you can easily identify the problems and their scope. Gather all the relevant information so you can make informed decisions on <a href="https://www.openaccessbpo.com/blog/how-to-recover-from-call-center-outsourcing-disasters" title="How to recover from call center outsourcing disasters">how the issue must be handled</a>.</p>
<p style="margin-left: 15px;">However, you may not always be able to collect all the information you might want to have. In these instances, it's better to ask advice from other managers and key decision makers.</p><br />
<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Implement smart strategies.</span></p>
<p style="margin-left: 15px;"><a href="http://www.skillsyouneed.com/lead/strategic-thinking.html" rel="nofollow" title="Strategic thinking skills | SkillsYouNeed">Strategic thinking</a> boils down to three questions:</p>
<p style="margin-left: 35px;">• What are my goals?<br />
• What resources do I have?<br />
• How do I use these resources to reach my goals?</p>
<p style="margin-left: 15px;">This set of questions serve as the cornerstone of an effective crisis management plan. As you devise strategies to solve the issue at hand, focus on the big picture first. Next, examine the details, including its causes and how it affects your customer support delivery. By understanding both the encompassing arc and the specific aspects of the crisis, you can come up with effective solutions.</p>
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<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Be open to new insights.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="http://openaccessbpo.blogspot.com/2016/12/8-crisis-management-tips-for-call.html" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhx6_suTHCSz8dWbDMtvKQDpgeBa00fwX72f918iwBE7cPH5AVrR3eLpW5Uh5hUE6Jxi_vOV3VvHhDtvurxZUAoUmvVoiILRpN6FhgN4YPmbKTOzGGjOMQuxEvTySEZrZkuzx0a5xKE7WCo/s1600/businessman-holding-pen-listening-to-meeting.png" width="600" alt="businessman holding pen listening to meeting" title="businessman holding pen listening to meeting" /></a></div>
<p style="margin-left: 15px;">Once you have identified the problems, do consider multiple approaches to solve them. You may believe that your own ideas are the best ones, but there may be plenty of ways to deal with the issue. It pays to listen to others' insights, whether they be from other managers or your call center agents. In fact, collaborating with them and asking for their inputs can help you address the issues even more quickly.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">
Act promptly and responsibly.</span></p>
<p style="margin-left: 15px;">As much as possible, you must be able to make decisions quickly so you can stop the disasters you're going through before they spiral out of control. However, make sure that your strategies are carefully thought out. This way, you can provide a clear direction for your team. Making hasty moves without thinking about them beforehand will only aggravate the situation.</p>
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<p style="margin-left: 15px;">5. <span style="font:normal 22px 'Oswald', sans-serif; ">Communicate with your team effectively.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="http://openaccessbpo.blogspot.com/2016/12/8-crisis-management-tips-for-call.html" width="600" title="business team heads in meeting with company CEO" alt="business team heads in meeting with company CEO" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg96FDlK8sC1-XFOEUWF3eLUa6wsEecneDoYnprhWJZWbD7BhD1bhfxJT0s-DiHtHaWNBhbaOEtDf7xeVNxj1lLYRqvmcGBusFHSivq_u3w9ck2xmguC21Kbaod8zH8kO84UJE72_5-UATr/s1600/business-team-heads-in-meeting-with-company-CEO.png" width="600" /></a></div>
<p style="margin-left: 15px;">We all tend to avoid difficult situations as much as we can. However, during a business crisis, this can impede problem resolution and make the situation even worse. Hence, you must keep all communication channels open and be prepared to disseminate information to everyone concerned. You may not want to alarm your employees, but it's better explain the situation's true magnitude to them. This way, everyone can make responsible decisions to help manage the issue.</p>
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<p style="margin-left: 15px;">6. <span style="font:normal 22px 'Oswald', sans-serif; ">Be decisive and firm.</span></p>
<p style="margin-left: 15px;">As their leader, your customer support reps would be relying on you during a business crisis. It's thus important to stick to your decisions once you've made them but be sure that each move is well-deliberated. Showing weaknesses and hesitation can lower your team's morale and thus dampen their will to help resolve the problem.</p>
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<p style="margin-left: 15px;">7. <span style="font:normal 22px 'Oswald', sans-serif; ">Be honest to your customers.</span></p>
<p style="margin-left: 15px;">When your call center runs into a crisis that directly affects customers, it's crucial that you uphold transparency. Answer customers' questions honestly, but reassure them and let them know that you're doing all you can to keep the situation under control. Be prepare to admit your mistakes, and don't shy away from your responsibility to protect your constituents.</p>
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<p style="margin-left: 15px;">8. <span style="font:normal 22px 'Oswald', sans-serif; ">Monitor the situation.</span></p>
<div class="separator" style="clear: both; text-align: center;"><a href="http://openaccessbpo.blogspot.com/2016/12/8-crisis-management-tips-for-call.html" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgQZWLx9ol38XV30eGsj3wUPpWDVtaJJLiaA5BVH32vWUxM2yNnoSuTKq-Fl4KwqqRNIw0vLYVmT-IEPyAl82MINFJ90JxGzFJAsZqV7BtHOzNqnenEBJhntqjI7h7HBGm3CBBMQfyAzW4B/s1600/business-executive-in-phone-call-holding-printed-reports-coworkers-in-background.png" width="600" title="business executive in phone call holding printed reports coworkers in background" alt="business executive in phone call holding printed reports coworkers in background" /></a></div>
<p style="margin-left: 15px;">Observe the situation closely, and determine whether your solutions are working. Be ready to tweak your crisis management plan, especially if new issues are cropping up. These additional hurdles shouldn't discourage you. A good leader steers his ship in a storm instead of stubbornly following the same course. Thus, you should strive to be adaptable. If your initial strategies fail, keep reworking them until you've built the perfect formula. </p>
<p> </p>
<p> </p>
Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-62704388847351735862016-10-14T01:10:00.000-07:002016-10-14T01:21:00.514-07:005 Signs you've hired the wrong customer support agent<div class="separator" style="clear: both; text-align: center;">
<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgbWUE6yto6MKt0I8u0cAolQAv4cImFRzHJ3fBMAoCrKxIIoG3dowehOVMnSj89qG-PsapPdrFkkDlUoFi_6TiYV26SzMw9PyYj6MtbHxq73xgcKnarWbYFPJ-y4rk0nxwckkN23ghuP8sG/s1600/close-up-pouting-call-center-agent.png" width="600" /></div>
Hiring customer support agents is often a gamble. No matter how stringent your recruitment process is, you may still end up choosing employees who don't have the skills you require.<br />
<a name='more'></a>
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This is a crucial issue all leaders must keep an eye on, as today's customers are becoming more and more demanding. They expect support reps to be increasingly tech-proficient, capable of personalizing the customer experience, and responding quickly to complaints.<br />
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To ensure that your call center adheres to these standards, you must regularly conduct a performance assessment among your individual agents. This is a foolproof way to determine whether you've hired the right employees. In addition to this, however, there are tell-tale signs that you've recruited the wrong people. Here are some of them.<br />
<p> </p>
<div style="margin-left: 15px;">1. <span style="font: normal 22px 'Oswald', sans-serif;">You're getting plenty of repeat transactions.</span></div><br />
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<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiybWGYuO_T-xWu68dWEHrE5JwIRu3uYlsEAak75LRjatoKh0Bu4RbyO5pc9NmJ6mp-XeR1OX1ArgWNjN_np_kRcYwqed3jWJO_XC00oj6K06qs32A8jWH5vmIc84aGGqqi3GfbHFtNqlNE/s1600/mature-businessman-in-the-dark-using-two-smartphones-at-the-same-time.png" width="350" /></div>
<div style="margin-left: 15px;">
Repeat transactions—those made by the same customer because of the same issue—indicate that your agents aren't successfully resolving customers' complaints. Your customer relationship management software must be able to alert you of these types of transactions, the channels in which they take place, and which agents are making the mistakes.</div>
<div style="margin-left: 15px;"><br />
Once you've pinpointed the culprits, the next step is to identify the source of the problem. Is it poor customer service training or lack of coordination between departments? Or could it perhaps be attributed to the agents themselves? Singling out the root cause will let you create a strategy for dealing with such issues, thus improving your performance.</div>
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<p> </p>
2. <span style="font: normal 22px 'Oswald', sans-serif;">Agents sound robotic.</span></div><br />
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<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjuP0SwlOGfc3xtkQhMqUagu3i2d0oLFBQIysWTCRS7cvMLFrBxoUOyLbC4HfkwG29M5q9htXEQqTryDWgyqWAb-FSwrx4GYj5fwkR3olm3YZZhF36Ab0VUskCenhTYUnhZzQEJlmP3Ft2-/s1600/bored-sleepy-call-center-agent.png" width="350" /></div>
<div style="margin-left: 15px;">
Over the next decade, some customer support processes may no longer require human intervention, as automation tools are gradually being introduced into the mainstream. For now, however, human agents are expected to provide a personal touch to every customer interaction.</div><br />
<div style="margin-left: 15px;">
The downside is that training your agents to adopt a friendly and empathic tone isn't that easy. Sure, you may give them tips, but it's up to them to follow these guidelines during all the transactions they handle. If they fail to do so, it may be that they're not truly fit for a frontline support position.</div><br />
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3. <span style="font: normal 22px 'Oswald', sans-serif;">Your data keeps ending up on the wrong hands.</span></div><br />
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<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgO-Z1uAysutMDhcGWWi8vNgQe-5FWVNJZVEKq7oIXJm_TyEeszXWVO-3CFA3ncYRwCtpBa-mbluDqfgzCDs27bHnCKP-UuNnCvvMuLFNzy5h83yYvzMaugO6S4ovdbx2vlUTwgPY-3l-7c/s1600/giggly-office-worker.png" width="350" /></div>
<div style="margin-left: 15px;">
If you think cybercriminals are the biggest threat to your data security, you're wrong. Your employees, who can freely access customers' information, are the ones who expose you to much bigger risks. If they're careless about handling, storing, and transferring confidential files or if they don't follow the protocols you've set, they may end up sabotaging customers' data whether intentionally or not. When this happens, you may end up paying fines and losing your reputation.</div><br />
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4. <span style="font: normal 22px 'Oswald', sans-serif;">Teams don't coordinate with one another.</span></div><br />
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<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh1VQ-g9OicgBniYruJKLhN-ZwdvJezS23MHuDTM1zkJRCj8fRV5v700jFfXr0HldDacrfNnZiQSs_rr-KDqizMSDelzcDRDk0lEiOk8sGri3j0REUlapg0lEcpi6SHnkDJB8t9g1Ocbx_D/s1600/white-red-paper-dolls-deparated-by-pencils.png" width="350" /></div>
<div style="margin-left: 15px;">
To solve customers' issues successfully, agents may have to coordinate with other departments or teams to obtain the information they need. However, some employees just refuse to do so for lack of teamplaying skills or a general unwillingness to talk to others in the office.</div>
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These types of customer support agents don't usually perform well. If they refuse to communicate with others, your call center may be better off without them.</div><br />
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5. <span style="font: normal 22px 'Oswald', sans-serif;">Plenty of customers are complaining.</span></div><br />
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<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiUqqMyG5cq9qnptDOvupxGAXMcT8_8l8YoOwb81zp0y9VBOXdY-YaN9XMYcxXkC55lD5kkzoryPhlekC8ptSIyi6z6T3EoZ8A6v1UnV2eC8hipfIoJcXRhLMWY4AJfIXcug8Eue-Ig6UpH/s1600/businessmen-shouting-complations-at-smartphone.png" width="350" /></div>
<div style="margin-left: 15px;">
Let's face it: Some agents are downright rude to customers. They're the biggest nightmare of every manager, and they can endanger a brands' reputation. If you hear customers complaining about some of your agents, you need to take action immediately to prevent these problems from happening again.</div>
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<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-71340398626043758902016-09-05T05:06:00.000-07:002016-09-05T05:06:01.452-07:004 Ways to promote collaboration in the call center<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh9fjTjk8tZAjXSCOEdR0_eujbvPcPJ9sQTa5UDqb6vntRfjCBjT_7iYT7K3IT2UgdNQprpED0bGn00OYML6aRoYnKdWPgYzUgI913XsqYU6Lqa1PiKKIJF2Be6O6ngtkjZLmNsTeKco9-3/s1600/young-group-office-employees-cheering-over-laptop.png" width="640" /></div>
Call centers, like any other company, develop their own organizational culture through time. Some uphold competitiveness as the most important element of success. Some are sticklers to quality and strict policy adherence. Promoting a culture of collaboration, however, may be the healthiest way to build a resilient and successful organization.<br />
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A collaborative culture motivates employees to perform well, remain <a href="https://www.openaccessbpo.com/studies/whitepaper/call-center-attrition-and-turnover-average-rates-and-common-causes/" title="Call center attrition and turnover: Average rates and common causes">loyal to the organization</a>, and form great relationships with their teammates.<br />
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Many contact centers build this kind of culture through regular trainings. Their learning activities are geared to promote teamwork, good communication, out-of-the-box thinking, and compliance to policies.<br />
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However, this isn’t the only way to establish a collaborative culture in a call center. This article lists down four other ways to promote teamwork in the workplace.<br />
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<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Reach out to employees.</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjfflvQpI-2BrTlG3byVYcdZB6q9qd07hpnym02HpqIHsqlqHASFU0Uh8l3jEVllzap6_sDkWqm7EenFpez7zfxUAzFNXFKFfpzaNzYd94uul3uzGYypNpq9m16W2giB8MaC4lIPDw_9qFP/s1600/call-center-manager-chatting-with-customer-service-representative.png" title="call center manager chatting with customer service representative" width="550" /></div>
<p style="margin-left: 15px;">To promote collaboration in the office, leaders must lead by example. They must make it a point to mingle with their employees to discover and understand their work-related concerns and insights. Employees warm up to managers who are always visible on the production floor, occasionally striking up a conversation with them. Leaders should also see employees as partners in running the company. They should thus regularly update the team through regular meetings about their team's performance and how it's contributing to the company's overall success.</p><br />
<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">Promote fun and creativity in the workplace.</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhJAf755aEt-2e4leXuH3YCq25e5qov-5TBcupE1RasbSkTmGPbyojdXRv7cgqnrtWl8m3gq5D22Fh3OGInZM9ekmxemRkSV7bgUlt6e4WtsQeOGTtqi0OCfEw7ROl4fXlib4HJzgcOlxZ_/s1600/office-employee-wearing-superhero-costume-cape.png" width="550" title="office employee wearing superhero costume cape" /></div>
<p style="margin-left: 15px;">Together, leaders and employees must come up with exciting ways to make the office a fun place. Simple activities like dress-up days, holiday-themed competitions, or office decorations can break workplace monotony. Events like these not only boost employee engagement but also encourage everyone to show up for work regularly and socialize more with their colleagues.</p><br />
<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Launch work-related competitions.</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhe_CayOJWDnM4gtIwueZQESVpCri-v3jhjEkZCnu2EcLsKO5kqCGBL8fPZMrwhclSwuy6bMcyTZpno3rPttD2vbwtyl9B8ePQABMu2MTzNoAJ1ZUce2sIX9r8Osrys4F_DlLnnsMA-2K1W/s1600/office-employee-applauded-by-coworkers-in-meeting.png" title="office employee applauded by coworkers in meeting" width="550" /></div>
<p style="margin-left: 15px;">Work-related competitions encourage employees to deliver their best performance. But rather than creating contests that would allow an individual to shine, why not launch ones that highlight the value of teamwork in the workplace? These activities place employees in a situation wherein they have to work together effectively in order to achieve a common goal. Doing this regularly would let you highlight the value of collaboration as part of the organizational culture.</p>
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<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">Take a breather together with your team.</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhxIUBYUmLb_9k04ZxK2nG-VJ-p28Wy4Ydrv5R-gq04lp4V2H2bsUKgVCUlKVMxiS7-7we6Yagvg6Z-9VZDmQrkZmc-ZoqTgS_JHme3uk64MwWzIVHGPXFK1JBmcuJQV92rMCgn8S7OAKVO/s1600/hikers-climbing-up-a-grassy-mountain.png" width="550" title="hikers climbing up a grassy mountain" /></div>
<p style="margin-left: 15px;">Team or company outings provide employees a chance to unwind and be away from the daily pressure they encounter at work. It’s also a great time for everyone—both leaders and agents—to get to know more about one another in a relaxed and personal manner.</p><br />
Aside from bringing in fun and opportunities for socialization, team building activities allow everyone to work together while showing their resourcefulness and competitive streak. Through games that require teamwork and strategic thinking, employees will be able to exercise their leadership and decision making skills, letting them build trust and friendship with their colleagues.
<p> </p>
<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-73044329571811290112016-08-25T22:19:00.001-07:002016-08-25T22:20:32.748-07:00What can a CRM software do for your contact center?<div class="separator" style="clear: both; text-align: center;">
<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiRVjcVH_TO3kFMkGbLoY30HR3q7j-Ev8SE1MolPu4DLMhpTmYYdRcIY6pXgVpx2iEMKeQSM2tzo7meGGOpM18do3cSPOl2XMSccC4f1ShyphenhyphenapbEdgRcc5V6K808qDAil9mMvmF6r3mddwjh/s320/smartphone-with-virtual-user-interface.png" width="600" /></div>
For brands, every customer interaction is important, as it presents an opportunity to build meaningful and long-lasting relationships. It's important for organizations to be present whenever and wherever customers need them in order to foster trust.<br />
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However, with the proliferation of multiple touchpoints, such as email, social media, and the phone, call centers find it increasingly challenging to keep track of the customer experience. This is where a CRM tool can help you.<br />
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A customer relationship management (CRM) software is a computer application that allows agents to monitor and handle customer interactions occurring at various channels. The tool stores customers' contact details and other information relevant to the company, such as account details and transaction history. These pieces of information are kept in one database, helping organizations easily retrieve them when needed.<br />
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If you can't decide whether you should purchase a CRM application, take a look at these four benefits of having one for your business.<br />
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<div style="margin-left: 15px;">
1. <span style="font: normal 22px 'Oswald', sans-serif;">Optimize your internal processes.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhOXZuG000aXta3RyFIjRRcGB1Mp2cWtpWoahG6nDHezeEKMhU2vO6Jt_r0j-9RYJpds3I7dnI1Ks7eaz0Zf8_4x3t6Sjb2bbRz79ymiqg0jDo5ja3cXjrBXU3KrUYiKjMRCEQQ6aQm6NvQ/s1600/call-center-agent-helping-coworker.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhOXZuG000aXta3RyFIjRRcGB1Mp2cWtpWoahG6nDHezeEKMhU2vO6Jt_r0j-9RYJpds3I7dnI1Ks7eaz0Zf8_4x3t6Sjb2bbRz79ymiqg0jDo5ja3cXjrBXU3KrUYiKjMRCEQQ6aQm6NvQ/s1600/call-center-agent-helping-coworker.png" width="600" /></a></div>
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Silos —isolated systems, departments, and processes— in your organization can slow down your customer service and other processes. A CRM tool can eliminate these silos by giving all departments easy and fast access to the information they need, as it can create a centralized database that stores all data relevant to the company. This is a great way to connect your front and back office and let everyone find the data they need to carry out their tasks efficiently.</div>
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2. <span style="font: normal 22px 'Oswald', sans-serif;">Manage multiple platforms.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgL1MKE4Kth-mBk4cCPDFR4KtL49jybSO3rMZN1bNe0bCnraHhF3R26hGxztum1zvjMr9zPTtk_YQwgERZgpNWEYJAJKPhnFustuwr1aQszfT2sc11nSqIH3gfINffYRWZ1trXsWRXLRo0M/s1600/employee-using-smartphone-tablet-by-laptop-workstation.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgL1MKE4Kth-mBk4cCPDFR4KtL49jybSO3rMZN1bNe0bCnraHhF3R26hGxztum1zvjMr9zPTtk_YQwgERZgpNWEYJAJKPhnFustuwr1aQszfT2sc11nSqIH3gfINffYRWZ1trXsWRXLRo0M/s1600/employee-using-smartphone-tablet-by-laptop-workstation.png" width="600" /></a></div>
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A CRM software is a must-have for brands that want to design and provide an omnichannel customer experience. It integrates multiple platforms to give customer support agents, marketers, and managers a single, <a href="https://www.openaccessbpo.com/blog/achieving-a-360-degree-view-of-your-customers/" title="Achieving a 360-degree view of your customers">360-degree view of the customer</a>. This lets them effortlessly track cross-device conversations, allowing them to provide flexible solutions to their target demographic.</div>
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3. <span style="font: normal 22px 'Oswald', sans-serif;">Make the most of data analytics.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWU4qLTC3BS3uGiFnHlVhsOY_K7eCFOehRi1MBH1SMeM1OWo4jgZiHKMXOWL6yZkGfzrIbClAJhO2tPBuAr_c0fXZlsPM1EPlhzDGhlRr0OlrSgs8EZfbqcm_iJG98mfrUPhz8FM39UdoT/s1600/businessmen-working-writing-reports-by-printed-charts-graphs.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWU4qLTC3BS3uGiFnHlVhsOY_K7eCFOehRi1MBH1SMeM1OWo4jgZiHKMXOWL6yZkGfzrIbClAJhO2tPBuAr_c0fXZlsPM1EPlhzDGhlRr0OlrSgs8EZfbqcm_iJG98mfrUPhz8FM39UdoT/s1600/businessmen-working-writing-reports-by-printed-charts-graphs.png" width="600" /></a></div>
<div style="margin-left: 15px;">
CRM tools allow organizations to collect and synthesize all the data relevant to the company and its customers. Although carrying out analytics processes is still a challenge for many brands and contact centers, it's <a href="https://www.openaccessbpo.com/blog/how-data-analytics-helps-a-philippine-call-center-2" title="How data analytics helps a Philippine call center">already providing business leaders</a> plenty of insights about customers, their preferences, purchasing behavior, and the brand-related problems they commonly experience.</div>
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<div style="margin-left: 15px;">
4. <span style="font: normal 22px 'Oswald', sans-serif;">Improve the customer experience.</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhVG6Jfk3FztYVbfERvtmzCNKVLzHzeIdYu_DsOIxL3HYq5PgQmBYeozxDQAHTiVo8KBSswaMfPEEIqbakIkmmgkVC42PLXsvwccX7La2Dvum9Xmre1CcK175VGeE6VZaMR9N0nYlFCChWY/s1600/smiling-bearded-man-making-phone-call.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhVG6Jfk3FztYVbfERvtmzCNKVLzHzeIdYu_DsOIxL3HYq5PgQmBYeozxDQAHTiVo8KBSswaMfPEEIqbakIkmmgkVC42PLXsvwccX7La2Dvum9Xmre1CcK175VGeE6VZaMR9N0nYlFCChWY/s1600/smiling-bearded-man-making-phone-call.png" width="600" /></a></div>
<div style="margin-left: 15px;">
Given its capacity to gather and store customer data in an omnichannel setup, a CRM software allows brands to personalize the consumer experience and improve the quality of customer service they deliver. To achieve this, companies must work with people who possess the right skills, including statisticians, marketers, and customer relationship experts.</div>
<br />Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-7117714481728925322016-07-07T03:56:00.000-07:002016-07-07T03:56:19.452-07:00Avoid these customer service phrases for better communication<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg42B3Nb4o7xFIX8fhpLjfZkUnOfYLX2nxVxI5byUaRh8ENpY7OlE2_RKXSryT55m6C58AGyvyl1W8AaF0lMG97vsWNRxdfI3SGcp8aUVgtPZAYQNdmTFMv3WV5Pj7rWKNdPDQClYIbwHfZ/s1600/surprised-young-man-covering-ears-duct-tape-to-mouth.png" width="600" /></div>
For both callers and agents, the most frustrating thing that can happen during transactions is miscommunication. It may flare up already irate callers and give agents a harder time explaining solutions. Unfortunately, however, such instances are more common than any of us would've liked. As contact center interactions don't happen face-to-face, they're a breeding ground for misinterpretations.<br />
<a name='more'></a><br />
It's also exactly why contact centers must constantly aim to deliver clear messages as a way of improving communication. This means that if you want to be understood, your call center training program must focus on effective communication. One way to do this is to encourage agents to avoid commonly thrown-around phrases that complicate, rather than add value to, conversations.<br />
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Although this is a difficult habit to break, it's one of the best ways to ensure that agents and customers truly understand one another. Eliminating these customer service phrases whether you're on the <a href="https://www.openaccessbpo.com/blog/why-voice-support-still-dominates-the-customer-service-trade" title="Why voice support still dominates the customer service trade">phone</a>, <a href="https://www.openaccessbpo.com/blog/wise-choice-words-email-customer-service" title="Wise choice of words for your email customer service">email, or </a><a href="https://www.openaccessbpo.com/blog/4-reasons-install-live-chat-support-software-website" title="4 Reasons to install live chat support software on your website">live chat</a> can instantly improve transactions.<p> </p>
<p style="margin-left: 15px;">1. <span style="font:normal 22px 'Oswald', sans-serif; ">Vague expressions</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg0r-LGHsGLlp8U5SiavKZnoicgAnF_4aoI0mcsWHXoEdbGbfqWIlh0TOH27frkmQZP3QfxfHn5Cv2z0INmebfYaXvYi02klIi6mdSUJsTXuTT4XV2PJJ7PJHX-0dvaTxufj5kSeuL8TZSp/s1600/annoyed-woman-on-the-phone.png" width="550" /></div>
<p style="margin-left: 15px;">There's no room for uncertainty in platform-based customer care transactions. Customers want to know that you have a concrete plan for solving their problems, and using obscure phrases won't help your case. Examples of these are:</p>
<p style="margin-left: 35px;">• Let me look into that.</p>
<p style="margin-left: 35px;">• I'll see what I can do.</p>
<p style="margin-left: 35px;">• I'll get back to you on this.</p>
<p style="margin-left: 15px;">Aside from diminishing the quality of interactions, these lines give off the vibe that agents don't really know what they're doing. What customers want to hear are exact, goal-oriented solutions. To placate customers, you must provide them with a detailed, step-by-step course of action to resolve their issues.</p><p> </p>
<p style="margin-left: 15px;">2. <span style="font:normal 22px 'Oswald', sans-serif; ">The word "no" and its variations</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjmCEzYu9XdkTHyaY-V8-2xHfveajecnTrfbN1oJJMMRNnFV5E_XBQvOymGop0EPgFSW4xjXyel158_6IU0hW2PQn86jW9J_d82T77DsQOR6M4UHTCu4Vp9VjWIbi_9XyS2Q3Ahw1cwiGln/s1600/frustrated-businesman-looking-at-telephone.png" width="550" /></div>
<p style="margin-left: 15px;">As much as possible, call center agents should <a href="http://openaccessbpo.blogspot.com/2015/01/5-negative-phrases-to-avoid-in-customer.html" title="5 Negative phrases to avoid in customer service">avoid responding negatively</a> to any kind of query. Never utter these phrases at all costs:</p>
<p style="margin-left: 35px;">• Unfortunately, we don't have a solution for that.</p>
<p style="margin-left: 35px;">• I don't know.</p>
<p style="margin-left: 35px;">• I can't help you with this.</p>
<p style="margin-left: 35px;">• It's not our job.</p>
<p style="margin-left: 15px;">Remember that your primary role as a contact center is to assist customers through all types of pain points. Granted, there'll be instances wherein you won't be able to directly solve their problems, as you may be limited by industry or brand policies. When this happens, agents must be ready to provide alternate solutions. Start with lines like these:</p>
<p style="margin-left: 35px;">• Although we can't provide a solution to that, here's a better offer.</p>
<p style="margin-left: 35px;">• I understand your frustration. The solution we recommend is this.</p><p> </p>
<p style="margin-left: 15px;">3. <span style="font:normal 22px 'Oswald', sans-serif; ">Ambiguous deadlines</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgg40_wS_bqDoCAGKpOuEqHp7diOFYXeDLUrVQPvoygZu3qxQhnTzEs926XP4EANp8abFr5_Q4Q_xQz1GgbcIlPS3w3jcTW5glooYibvbTVNrevPLK6Y62WMNA8AU_OrwLhaXEIyAl3WcnF/s1600/scared-woman-on-phone-holding-alarm-clock.png" width="550" /></div>
<p style="margin-left: 15px;">Brands have to deliver customer service as fast as they can, and customers expect you to come up with speedy solutions. However, using ambiguous time indicators such as these can be frustrating for them:</p>
<p style="margin-left: 35px;">• ASAP</p>
<p style="margin-left: 35px;">• urgent</p>
<p style="margin-left: 35px;">• quickly</p>
<p style="margin-left: 35px;">• soon</p>
<p style="margin-left: 35px;">• right away</p>
<p style="margin-left: 35px;">• when I get the chance</p>
<p style="margin-left: 15px;">Instead of these indefinite time frames, why not give them an exact schedule? You may use these lines instead:</p>
<p style="margin-left: 35px;">• Expect this to be resolved within two working days.</p>
<p style="margin-left: 35px;">• I'll call you back at 3:00 PM today.</p>
<p style="margin-left: 35px;">• You'll receive an email from us in two hours.</p><p> </p>
<p style="margin-left: 15px;">4. <span style="font:normal 22px 'Oswald', sans-serif; ">Exaggerations</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiSKmygvTBTCakSdZRCv-jV1lFtGjp25ohMd-_TrFhVlinrMKaaPuhP0SjKdvQAQnuUMRWmQ7B_AEGExpHpXJQb2sZUnjOuIDyoukuRf5OhFPzMX0HvUf6sSG5dQBm3Ys-RMRdG1Qf9KMrn/s1600/young-man-rolling-eyes-holding-smartphone.png" width="550" /></div>
<p style="margin-left: 15px;">To manage customers' expectations well, call center agents must not promise what they can't deliver. When you exaggerate, you're setting the bar high, which means that customers may end up disappointed if you fail to follow through. Examples of these are:</p>
<p style="margin-left: 35px;">• We'll work our magic to solve this!</p>
<p style="margin-left: 35px;">• We're simply experts at this!</p>
<p style="margin-left: 15px;">On the other hand, you must not also be perceived as incompetent. Although it's necessary to project a can-do and positive attitude, you should consider your actual capabilities and resources. The better way to assure customers that you're working on their requests is to be direct and honest. Explain to them the procedures you'll be following to resolve their complaints. You may also let them know which tools you'll be using, or tell them about your team of subject matter experts.</p><p> </p>
<p style="margin-left: 15px;">5. <span style="font:normal 22px 'Oswald', sans-serif; ">Overused words</span></p>
<div class="separator" style="clear: both; text-align: center;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg0Uv3K8ZNvZbVQD-_D4E3BKqB41SSL8ATvQvWBPiQf9vJHpeMXoaPE9ZZHhOdp3C_TSMQ8HuZwb0bOC5J4XUNffEO_cO_xJ1J7gNps7l8YZKMj3WGe8iSZvqBqfOoQTDb5HuO-7k_DUQK5/s1600/frustrated-young-man-pulling-out-hair-in-front-of-computer.png" width="550" /></div>
<p style="margin-left: 15px;">The golden rule of effective communication is this: Do away with unnecessary words and phrases. These are terms or expressions that don't add meaning to statements. In fact, casually using them can irritate customers or complicate the message. We're all guilty of this mistake at times. Some of the phrases that must be avoided are:</p>
<p style="margin-left: 35px;">• basically</p>
<p style="margin-left: 35px;">• literally</p>
<p style="margin-left: 35px;">• like (e.g., <i>I'm, like, confused here.</i>)</p>
<p style="margin-left: 35px;">• OMG, LOL, and other abbreviations and internet slang</p>
Although these expressions seem to lighten up the atmosphere, it may sound too informal and it could be a big turn-off for some customers. So rather than using these phrases, try instead to find the balance between keeping the conversation businesslike but <a href="https://www.openaccessbpo.com/blog/how-formal-language-ruins-social-media-customer-support" title="How formal language ruins social media customer support">relaxed at the same time</a>.
<p> </p>
<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-91613010937412706892016-06-14T00:42:00.001-07:002016-06-14T00:42:31.676-07:00What really happens during web content moderation?<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEidWnU8G_cczGiM-KHY5SgXM-bRrYdjARg87oXgmqTAMM1TVNCN6CmJfbP5FWChuLeHOKYIN4NVxjJylkdDd4lrcrTsrFYgTSBFksOqQH6KWRaLTtHSubspwnNCUPtO4RdW6mjrR4DsdMCl/s1600/magnifying-glass-focusing-on-crystal-globe.png" width="600" />
<a href="http://openaccessbpo.blogspot.com/2014/03/how-poor-content-moderation-lowers.html" title="How poor content moderation lowers revenues">Content moderation</a> is one of the most commonly offered outsourcing services for a reason. Its goal is to provide users with a positive online customer experience by keeping away harmful and offensive content from a website. For brands, this process helps them <a href="https://www.openaccessbpo.com/blog/getting-started-with-online-reputation-management" title="Getting started with online reputation management">maintain a good online reputation</a> while they're able to build personal relations with their target customers.<br />
<a name='more'></a><br />
<div style="float:right;padding-left:8px;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4vFkHb2c-gVWQQb4mRTPd7wDn0RztMWwi3kJ2rbWjNhKnBANzeIQNsj5HZ6TUXJ2u1fhPoCykDd8yFAjGcX58OlN0aHoYxc4VvNmWwB1pQKp5h5TAoyKXfVhJtF6Z4nNjwxwIWCVgp9Pv/s1600/hand-using-smartphone-mobile-app-icons-spreading-out-of-screen.png" width="350"/></div>As one of the practices under social media management, content moderation means scanning and reviewing <a href="https://www.openaccessbpo.com/blog/content-moderation-team-must-know-ugc-ownership" title="What content moderation teams must know about UGC ownership">user-generated content</a> (UGC). The person who does the moderating must watch out for racism, nudity, sexism, offensive language, and other inappropriate remarks that may harm other customers. This allows customers to make the most of their online experience, especially concerning your brand.<br />
<br />
Keeping inappropriate web content away from your website, social media page, or online forum will help foster customer trust. Although UGC, which refers to any form of material submitted by users, amplify the customers' voice, there's a need to draw a line between what content is acceptable and what's not. Brands that crowdsource content for digital marketing have to follow their company policies and the general guidelines of a social platform.<br />
<br />
<p style="font:normal 22px 'Oswald', sans-serif; ">What must be moderated</p>
Generally speaking, everything that is published and may be published on your online platforms must be carefully reviewed. This means that separate teams must be monitoring your individual social media pages, your website, and the online forum you're hosting. Therefore, the rules you need to follow may vary slightly depending on the content policies of each channel. But if you want to ensure consistency, your brand must have a clear set of guidelines that your moderators must abide by for all platforms, at all times.<br />
<br />
<div style="float:left;padding-right:8px;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjQtanFCm-zrdgvsg5xM5YyUlMiPBGd7e9o4xC1TO9Iy-AAZacOHJIymlISgEMKDVKca_5pNJhi33W4tzJZH2-VxxOOouuCT6Rj-VXM0H2fFbDftVmMklXf5jROafdy9xfDXSjqUHkalF5K/s1600/business-woman-looking-at-tablet-through-magnifying-glass.png" width="350" /></div>If you're outsourcing content moderation to an external provider, make sure to relay these guidelines to them. The rules must specifically address different types of web content, including image, video, and text-based moderation.<br />
<br />
For image moderation, your staff would need to evaluate whether the submissions agree with the quality standards that you've previously set. They must be appropriate for the audience and must not imply offensive messages. Also, you need to make sure if they contain all the elements you require, such as captions and meta data.<br />
<br />
Video moderation, on the other hand, is more complex. Aside from watching footages, the moderator must also listen to the audio to assess their quality. At other times, transcription may also be required.
With text-based moderation, you'll be looking for offensive comments, fraudulent reviews, and spam. As part of social media management, all these must be taken down so you can maintain a good online reputation and ensure that your online communities are safe for all your customers.<br />
<br />
<p style="font:normal 22px 'Oswald', sans-serif; ">Do you need a content moderation team?</p>
<div style="float:right;padding-left:8px;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjReX5I6rVP9HYLwoduJo-Fr24y6G-GQ4S_WqhMNc2Av0oJqVOdHguosp8vVfCziVSPQpEssYi8D76Q51v4teKtWbxpH606breNlqckNITHCUUEItmJPvXNrrhyoNYJQ-EYA1yM71xwBpIO/s1600/close-up-jigsaw-puzzle-pieces-under-magnifying-glass.png" width="350" /></div>
Because <a href="https://www.openaccessbpo.com/blog/how-to-overcome-a-social-media-crisis-in-5-steps" title="Doomsday prep: How to overcome a social media crisis in 5 steps">public relation crises</a> can quickly form through digital platforms, you must be careful in taking your marketing and customer service online. You need a content moderation team in the following instances:
<p style="margin-left: 15px;">1. your company's website accepts content from users;<br />
2. you have a social media page; or<br />
3. you're hosting an online forum.</p>
Also, consider the industry you're in and the social issues that are relevant to you. For example, if you're using materials sourced from animals, some people might disagree with your practices, and you need to be prepared for such instances. There may be cases of <a href="https://www.openaccessbpo.com/blog/how-should-your-business-handle-negative-customer-feedback" title="How should your business handle negative customer feedback?">defamation and cyberbullying</a>, and these can be properly handled if you have a content moderation team.<br />
<br />
If you need to build a team of moderators immediately, there are several <a href="https://www.openaccessbpo.com/services/content-moderation" title="Content moderation services | Open Access BPO">providers of outsourcing services</a> that you can partner with. Together with your provider, you can build a solid, foolproof strategy to maintain a good online reputation while giving your customers the kind of online experience they deserve.
<p> </p>
<p> </p>
Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-67177542542823313722016-05-06T03:54:00.002-07:002016-05-06T03:54:58.386-07:00Simple and fast: SMS as a customer support tool<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgG8-Ko7OqDEZc09ESlb3yu2dWTUUNAkbucOFYAnDKjJHGTCj0Q6C7hz8wsgq4W_ZtEk2zngOh4qnx2KzC3OGT_S_1y7IWUKypSEKv0GPYrGLZhRH1t-6pX0G10cLNfZaclR8X3mMmK7xcm/s1600/close-up-hands-using-smartphones.png" imageanchor="1"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgG8-Ko7OqDEZc09ESlb3yu2dWTUUNAkbucOFYAnDKjJHGTCj0Q6C7hz8wsgq4W_ZtEk2zngOh4qnx2KzC3OGT_S_1y7IWUKypSEKv0GPYrGLZhRH1t-6pX0G10cLNfZaclR8X3mMmK7xcm/s1600/close-up-hands-using-smartphones.png" width="600" /></a><br />
<br />
SMS is lagging behind other customer support channels in terms of popularity, with <a href="http://www.statista.com/statistics/254440/methods-used-to-communicate-with-businesses-in-the-us/" rel="nofollow" title="Methods used to communicate with businesses in the US 2012 | statistics">only 7% of companies</a> using it. One of the possible reasons behind the low adoption rate is that it’s considered intrusive. Another is that brands and call centers are wary of sending text messages either for marketing or customer service purposes, as this may drive customers away.<br />
<a name='more'></a><br />
<div style="float:right;padding-left:8px;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjO7D6RBhmS8MaGvSxIKVn-9IHAp0TVJCFtgRXERYBS8SL3f497Sb0pNAFS8scUKxpeGp9SnF2_yqnUlQVmwvQ-eZQRx3FpuWHLuQ_NsdhemNCU3ezH9qJGijXtgNYX90yiOICyDSZC50Mh/s1600/blond-couple-reading-tablet.png" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjO7D6RBhmS8MaGvSxIKVn-9IHAp0TVJCFtgRXERYBS8SL3f497Sb0pNAFS8scUKxpeGp9SnF2_yqnUlQVmwvQ-eZQRx3FpuWHLuQ_NsdhemNCU3ezH9qJGijXtgNYX90yiOICyDSZC50Mh/s1600/blond-couple-reading-tablet.png" width="350" /></a></div>But if you know how to effectively use SMS to connect with your target audience, it can be a great tool for building relationships. It’s simple and requires minimal resources: just a mobile number and, of course, a message. In addition, everybody uses it, so you can reach more people at a time.<br />
<br />
Aside from its simplicity, brands who use SMS to connect with customers benefit from the following advantages.<br />
<br />
<div style="font: normal 22px 'Oswald', sans-serif;">It's easy to set up.</div>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiWaeFrBDh5d55lPZwODwB-No-3kHmnv4ok2dmsOMIpnQaG-wGmlyZsZNy8VTIol75fojfk1fi0xqnfArayB1K7mejJzwbx3v9hUHJhG1W2DI1SXXn2EWV46OD6K92-9cU7mNiacJIMGhDo/s1600/business-team-using-laptop-smartphones-tablets.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiWaeFrBDh5d55lPZwODwB-No-3kHmnv4ok2dmsOMIpnQaG-wGmlyZsZNy8VTIol75fojfk1fi0xqnfArayB1K7mejJzwbx3v9hUHJhG1W2DI1SXXn2EWV46OD6K92-9cU7mNiacJIMGhDo/s1600/business-team-using-laptop-smartphones-tablets.png" width="550" /></a></div>
To get started, you need to purchase a phone number and a software dedicated solely for customer support. Using your own mobile phone for text messaging won’t work. Instead, you need to have the right tools so that you can track your interactions and keep them in one place. An SMS software also allows for centralized management and collaboration. That way, you can distribute the workload among several agents or teams.<br />
<br />
<div style="font: normal 22px 'Oswald', sans-serif;">Customers don't need the latest smartphone.</div>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjmQ49b-oMGDu86rNq_XnSHuNHlwk4PnzI_3N8miheb0QxrmMR8zDYe-C2aAdPf19YkyF7vWWKEuD_w8jWMwXRQT4IsYCtFnYB-ya5uprP6cal53lJOPUmc_Qmwrw5_aDDFxwQw93WouOhyphenhyphen/s1600/smrtphones-piled-together.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjmQ49b-oMGDu86rNq_XnSHuNHlwk4PnzI_3N8miheb0QxrmMR8zDYe-C2aAdPf19YkyF7vWWKEuD_w8jWMwXRQT4IsYCtFnYB-ya5uprP6cal53lJOPUmc_Qmwrw5_aDDFxwQw93WouOhyphenhyphen/s1600/smrtphones-piled-together.png" width="550" /></a></div>
One of the best things about SMS is that it’s independent of the phone model that your customers are using. So even if they don’t have the latest gadgets on their hands, you can still reach them without incompatibility issues. Plus, text messages take up very little space, which means that in almost all instances, they will be received by the phone owner. This instantly widens your reach and allows you to get in touch with all your customers.<br />
<br />
<div style="font: normal 22px 'Oswald', sans-serif;">All your messages will be read.</div>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh4ZQPzWxRWPFCzK67kJ2gKM16iX39h-TmOF0Js3ywvSFRpWSIdvOsN7N2UTVPkRHK5u1IlWD73x_0m1tN7YofmGhmsR-3yrfk_0pBWxfG9OMvjbKvq_88twBLb_ZyZmqkTlvs7MaSSInm6/s1600/close-up-smiling-woman-using-smartphone.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh4ZQPzWxRWPFCzK67kJ2gKM16iX39h-TmOF0Js3ywvSFRpWSIdvOsN7N2UTVPkRHK5u1IlWD73x_0m1tN7YofmGhmsR-3yrfk_0pBWxfG9OMvjbKvq_88twBLb_ZyZmqkTlvs7MaSSInm6/s1600/close-up-smiling-woman-using-smartphone.png" width="550" /></a></div>
Compared with emails, SMS messages have a much higher open rate. In emails, recipients quickly judge whether the contents are relevant to them by reading just the subject line. So if they think that the email isn’t that important, they send them straight to trash and move on to the next message.
On the other hand, because they're a lot shorter and therefore more easily digestible than emails, text messages are rarely ignored. This ensures that the message is read by the customer.<br />
<br />
<div style="font: normal 22px 'Oswald', sans-serif;">It's great for last-minute reminders.</div>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjk1n7eSdS8G5KPwe-hlcwn2-zpxnv1rcU5JBZRD4Q3aS6WGhGx5sna_rTx01ye4SHhIl-zJn0CKz0V_fiAAnioQ1nJzgpOfzNUHZ4xvbV-oabclCn8iHjiZGXBjtCRNX94As5zuFWAAioR/s1600/surprised-woman-usign-smartphone.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjk1n7eSdS8G5KPwe-hlcwn2-zpxnv1rcU5JBZRD4Q3aS6WGhGx5sna_rTx01ye4SHhIl-zJn0CKz0V_fiAAnioQ1nJzgpOfzNUHZ4xvbV-oabclCn8iHjiZGXBjtCRNX94As5zuFWAAioR/s1600/surprised-woman-usign-smartphone.png" width="550" /></a></div>
All the features mentioned above make text messaging a great instrument for sending quick and urgent notifications. It can be used to remind customers of an upcoming delivery schedule or updates on a pending transaction.<br />
<br />
<div style="font: normal 22px 'Oswald', sans-serif;">It's more personal.</div>
<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi2XMlaKZdVQOr0SaUaIfONmWnSslnZCU8k-UnZk2QifrBoXKFnmrK58LnImTPOQKQnasczUm9vfBwPo7mgUZ-IW4oUP_ANMpbXEmeNs0YJULDnKexMAcjlfe4lLXYRl0d6l0g3EafQCkt_/s1600/woman-outdoor-staring-surprised-at-smartphone.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi2XMlaKZdVQOr0SaUaIfONmWnSslnZCU8k-UnZk2QifrBoXKFnmrK58LnImTPOQKQnasczUm9vfBwPo7mgUZ-IW4oUP_ANMpbXEmeNs0YJULDnKexMAcjlfe4lLXYRl0d6l0g3EafQCkt_/s1600/woman-outdoor-staring-surprised-at-smartphone.png" width="550" /></a></div>
Mobile communication allows for a more personal approach simply because it provides brands and call centers a direct line connecting to the customer. Unlike email, however, text messages can be accessed without an internet connection, which makes the process much faster and convenient.
<p> </p>
<p> </p>Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-84367315220833125622016-04-28T02:00:00.000-07:002016-04-28T02:01:23.877-07:00What you need to know about Facebook's customer service chat bots<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjcu4XrAcrH4zfv18GfjtPxGyv5xh_vz3W6DjK89RWULKsuc13BwK401OKfEipNMvIebJ5hrdL6NFMRDjkmJVU7M71dDzjP8rh4hS-zz4F4VLmawHqvRcoESmKjepeVekO3p03oO7wbHYIu/s1600/customer-service-robot-with-facebook-Messenger-logo.png" width="600" /><br />
<br />
Facebook announced during its <a href="http://www.businessinsider.com/live-facebooks-f8-conference-2016-4" rel="nofollow" title="Facebook announces chatbots for Messenger and more">annual global developers' conference</a> that it will be incorporating chat bots into its Messenger platform.<br />
<a name='more'></a><br />
Chat bots provide a software-generated response to a particular question or concern. And according to Facebook, such technology goes a long way in marketing products as well as in providing customer support. Want to know how? In this article, we list down some important facts about Facebook's customer service chat bots:<br />
<br />
<br />
<div style="margin-left: 15px;">
1. <span style="font: normal 22px 'Oswald', sans-serif;">It links users and businesses</span></div>
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Businesses use <a href="https://www.openaccessbpo.com/blog/means-vs-ends-is-multi-channel-customer-service-really-necessary" title="Means vs ends: Is multi-channel customer service really necessary?">multichannel platforms</a> to engage with consumers. Communication with customer care representative has evolved from from being conducted over the phone, to email, live chat, and now through social media.</div>
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Chat bots in Facebook's Messenger app provide a newer avenue for interaction to take place between brands and customers. These automated responses are a faster and more convenient mode of obtaining information as a particular customer can simply ask a question or raise a concern that can be resolved within the application itself, eliminating the need to exit the app to perform other tasks.</div>
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2. <span style="font: normal 22px 'Oswald', sans-serif;">It can provide a variety of information to consumers</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhbyfGzySRj1GVKlbc9WV0nyG_SnpGq5X3F1JEmqaAD_n1E19H9DMJc9pK1iPg3CuDbfgr40r07OvRClxZv08Ndt37rO5A-atzFYTULBoCAf-nM7g_C5KZNwVpNGQucTub-7Dt0gyooym1D/s1600/surprised-man-in-glasses-holding-smartphone-and-tablet.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhbyfGzySRj1GVKlbc9WV0nyG_SnpGq5X3F1JEmqaAD_n1E19H9DMJc9pK1iPg3CuDbfgr40r07OvRClxZv08Ndt37rO5A-atzFYTULBoCAf-nM7g_C5KZNwVpNGQucTub-7Dt0gyooym1D/s1600/surprised-man-in-glasses-holding-smartphone-and-tablet.png" width="550" /></a></div>
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Aside from answering questions, chat bots also have the capability to provide any kind of information – may it be about the weather, entertainment, world news, or a particular service.</div>
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In March this year, Facebook <a href="http://www.engadget.com/2016/03/30/facebook-messenger-first-airline-bot" rel="nofollow" title="Facebook Messenger launches its first airline bot">launched an airline bot</a> that can deliver all flight details (including your itinerary, boarding pass, check-in confirmation, and even delay notifications) into one thread in the Messenger app.
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Other companies are also jumping into the use of the service. For instance, recently-launched app <a href="http://poncho.is/" rel="nofollow" title="PONCHO">Poncho</a> allows a user to converse with a talking cat about the weather, movies, or even food recipes.</div>
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3. <span style="font: normal 22px 'Oswald', sans-serif;">Chat bots allow CSRs to focus on more complicated product concerns</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhOW7khlBNCgG34AagLgFcfcMjujRUNIMPtxKDJ5x1S2Ezu82UuODpI_EqC7NAoxiex-tSlDJbGefJ-YhxqTr-JeTe-Tm_RPha45njBe4y5ateMPBya14z-aMOz21m1AX5qwHHJHts53X1G/s1600/smiling-female-customer-service-agent-with-coworkers-in-background.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhOW7khlBNCgG34AagLgFcfcMjujRUNIMPtxKDJ5x1S2Ezu82UuODpI_EqC7NAoxiex-tSlDJbGefJ-YhxqTr-JeTe-Tm_RPha45njBe4y5ateMPBya14z-aMOz21m1AX5qwHHJHts53X1G/s1600/smiling-female-customer-service-agent-with-coworkers-in-background.png" width="550" /></a></div>
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Chat bots don't spell the end of human customer service. Instead, it can work hand-in-hand with customer care representatives.</div>
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Through chat bots, companies can use <a href="https://www.openaccessbpo.com/blog/is-robotic-automation-a-threat-to-tech-support-call-centers" title="is robotic automation a threat to tech support call centers?">automation</a> to perform low value or repetitive tasks so that customer service representatives can focus on complicated product concerns.</div>
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4. <span style="font: normal 22px 'Oswald', sans-serif;">Chat bots can automate sales processes</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEijmGGwleei__Ta5lyrd-cs5cy0RHLaSaqcTiMtJccB-QqnMKDK_3RuX32goxK8hSbU_A8Ax8gA71h2S1__-mbweIIurlO899oTE-a3maqSdm7qEkeHG_Vt6PjfKYW4VbCEgKOrsWhsAD_y/s1600/smiling-woman-in-living-room-with-shopping-bags-holding-smartphone-credit-card-ecommerce.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEijmGGwleei__Ta5lyrd-cs5cy0RHLaSaqcTiMtJccB-QqnMKDK_3RuX32goxK8hSbU_A8Ax8gA71h2S1__-mbweIIurlO899oTE-a3maqSdm7qEkeHG_Vt6PjfKYW4VbCEgKOrsWhsAD_y/s1600/smiling-woman-in-living-room-with-shopping-bags-holding-smartphone-credit-card-ecommerce.png" width="550" /></a></div>
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In a recent <a href="http://www.cnbc.com/2016/04/13/why-facebook-is-going-all-in-on-chatbots.html" rel="nofollow" title="Why Facebook is going all in on chatbots">CNBC article</a>, Zendesk's Royston Tay said that soon "bots will have a big part to play in automating sales processes." For example, if a person uses Messenger to ask if a particular shoe brand has a certain pair of stilettos in stock at a local store, the app would be able to say yes or no, AND offer the ability to reserve that kind of item or have them delivered to the customer's home.</div>
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5. <span style="font: normal 22px 'Oswald', sans-serif;">This is not the first time that chatbots were used</span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhWA5oG6oC0w8UckD_cbYbqZpuPja_Sf9DrhVKY8xhVXHTAbdwK0FBFxQWgynW9J5G8MsjMHr5pJ8Tgrv0uXJ-8QEkkmLOhyphenhyphenMjRe_ykQmTwKs-xt0-GCJxFT3nOMU_52syXTGWe7ROmTziG/s1600/robot-holding-blue-word-balloon.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhWA5oG6oC0w8UckD_cbYbqZpuPja_Sf9DrhVKY8xhVXHTAbdwK0FBFxQWgynW9J5G8MsjMHr5pJ8Tgrv0uXJ-8QEkkmLOhyphenhyphenMjRe_ykQmTwKs-xt0-GCJxFT3nOMU_52syXTGWe7ROmTziG/s1600/robot-holding-blue-word-balloon.png" width="550" /></a></div>
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A Forbes piece claims that <a href="http://www.forbes.com/sites/parmyolson/2016/02/23/chat-bots-facebook-telegram-wechat/#14cb599f2633" rel="nofollow" title="Get ready for the Chat Bot Revolution: They're simple, cheap, and about to be everywhere"> we are in a chat bot revolution</a>. This means that different communication platforms have been using it to provide customer service, way before Facebook has long thought about doing so. Let's take for example WeChat, a messaging and calling app that can be used to book medical appointments or to shop for clothers, among many other tasks.</div>
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Digital marketing experts and social media pioneers like Mark Zuckerberg have seen the potential use of chat bots to improve business’services. But organizations must take extra care in creating such so as to prevent the spread of incoherent chat bots that may end up being annoying and useless to customers.
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Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.comtag:blogger.com,1999:blog-6057251919532355232.post-85225827545603630252016-03-31T05:22:00.001-07:002016-04-07T20:46:06.480-07:00How to provide effective customer service to millennials<img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgrt-zj5OOY-sAH9zPFu7w8f_SC5Pe3Z4KeQwxLrHTu1-UGzs1pIwIBfA0t9V3j94TwcOZoWMARZpxA9ZHvNmDc44Ed4Fv8JXXc6nAlkHWkAjJk-NK7wSYo-4TOaSPk2sMBFvlrOwvSIptG/s1600/millennilas-young-group-squeezed-together-for-selfie-groupfie.png" width="600" />
Millennials where born into a world dominated by online technology. They're used to constantly having a mobile device around that lets them conveniently connect with the rest of the world. Aside from the usual phone call and SMS messaging, they communicate through instant messenger and social media, and even <a href="https://www.openaccessbpo.com/blog/shoppers-want-5-things-from-mobile-ecommerce-sites" title="Shoppers want 5 things from mobile ecommerce sites">purchase things with just a tap of a button</a>.<br />
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<div style="float:right;padding-left:8px;"><a href="http://openaccessbpo.blogspot.com/2016/03/how-to-provide-effective-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjpMiXoh5ZEp7to1loROuEXNHzFOAjnfNOpWvrh7-b_c5E_dNcLKFQfi7ZBhbUKcBEK36B4Kn2V0FTxyRyydRa2WZ6Kqt4TqPby63yXrRF59mv3pza2GM7cgS9FZTZLHgMBQHw0AUyvVY6A/s1600/smiling-young-woman-sitting-on-bed-looking-at-smartphone.png" width="350"/></a></div>On the other hand, those who grew up playing online games as a children may even <a href="http://www.positiveparentingconnection.net/what-are-the-benefits-of-playing-online-games-for-children" rel="nofollow" title="What are the benefits of playing online games for children?">credit those video games</a> in helping build their creativity, sense of responsibility, critical thinking, and other skills.<br />
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These early exposures to digital technology become a foundation for many of their traits, including being accustomed to a fast-paced world, being self-reliant and tech-savvy. Now if you want to engage with these individuals, such as catch their interest to support your brands, you may need to adjust your customer service approach and level it to meet their behaviors or unique qualities. Here are particular ways to do that:<br />
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<div style="margin-left: 15px;">1. <span style="font: normal 22px 'Oswald', sans-serif;">Provide personalized service</span></div>
<a href="http://openaccessbpo.blogspot.com/2016/03/how-to-provide-effective-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjX0lYifMWFxYjwgbHzUO8WJApiSkOC9Kl33Nc6e6WTnjbkZV9BlDmtt8cHFHmfe6jbaZ-a84fIKJRMw8zRe7sDxEQxTfQ185cohR7Sfi7odP-xz8DLCGir0KIfZTjHIGQIkTFOgV85Z7Qh/s1600/woman-giggling-during-a-phone-call-outdoors.png" width="550" /></a>
<div style="margin-left: 15px;">Stress on the need to have a personalized approach during conversations. In particular, you must greet and address millennial customers by their names, and send them particular information that focuses on solving their concerns. It would also help if your customer service representatives proactively work on <a href="http://call-center-world.com/call-center-agents-can-establish-rapport" title="Going back to basics: How call center agents can establish rapport">establishing rapport</a> with their customers.</div>
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<div style="margin-left: 15px;">2. <span style="font: normal 22px 'Oswald', sans-serif;">Listen to customers on social media</span></div>
<a href="http://openaccessbpo.blogspot.com/2016/03/how-to-provide-effective-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgiWkVthzR2VfaxQor4_0R7k-ZcDD1UaP1eclT6NXZeAsWkBFLPnioDeeI4pK6NDsEEqZA2HyigRrT4D8cu6_-YMYWaeXlHtx4Sh1gOcDibsMyI19FHcCiRM6R06hJkfM9aNhCC0gMHbYcb/s1600/young-man-enjoying-a-cup-of-coffee-while-reading-from-a-tablet.png" width="550" /></a>
<div style="margin-left: 15px;">Millennials may <a href="https://contently.com/strategist/2015/09/24/study-not-all-millennials-use-social-media-the-same-way" rel="nofollow" title="Study: Not all millennials use social media the same way">use social media in different ways</a>, but they remain to be the social web's <a href="http://www.pewinternet.org/2015/10/08/social-networking-usage-2005-2015" rel="nofollow" title="Social media usage: 2005-2015 | Pew Research Center">biggest and most active user group</a>. And among their regular online activities, they post comments about the products and services they've tried, whether on their own feeds or on the brands that they support. So make it a point to monitor your social media accounts for their feedback to know what they're saying about your products. That way, you would be able to determine the areas to improve on so that you can further serve them better.</div>
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<div style="margin-left: 15px;">3. <span style="font: normal 22px 'Oswald', sans-serif;">Prioritize providing fast, accurate solutions</span></div>
<a href="http://openaccessbpo.blogspot.com/2016/03/how-to-provide-effective-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgoArRDUDfUYfp7V_ZW37g6-O3SEmmWESqgaloutklCcHhztgwlOjs32VeG8FetcOUMQv9mMqB16N3TUDMgIpChXDhthFraOOhKuQZjdUY_ljKhU8KXa_RAH_BEkx2Sg1yaQFB1PwK1VZYQ/s1600/male-millennial-call-center-agent-at-work.png" width="550" /></a>
<div style="margin-left: 15px;">Make <a href="http://bpo-world.com/important-first-contact-resolution-philippine-call-center/" title="How important is first contact resolution to a Philippine call center">first contact resolution</a> a priority during training and make it a part of every agent's evaluation. This will ensure that customer support will be carried out efficiently. After all, most millennials expect dealings with your company to be simple, straightforward, and fast. They want to obtain answers now, rather than wait after a few days for their concerns to be resolved.</div>
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<div style="margin-left: 15px;">4. <span style="font: normal 22px 'Oswald', sans-serif;">Use other channels</span></div>
<a href="http://openaccessbpo.blogspot.com/2016/03/how-to-provide-effective-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEix5kGP5-REqsR9r3EUWNzuZHN8YN70jZKrSp4UdmQ05zLGXhLzrNRUaK-0W53oyuIZXwBW91YfffLF8DJQgK4a_ZzEbAWxUBqdgXV7XUtoAqHNSsjVel1kXuUbhp5DhummqJOK2xTs7Sid/s1600/young-man-using-laptop-tablet-and-smartphone.png" width="550" /></a>
<div style="margin-left: 15px;">When structuring your brand's customer service delivery, be sure to heavily consider opening up multiple ways for your customers to get in touch with you. Consider using other platforms such as social media, email, or live chat. They will find using these channels more convenient than actually getting on the phone with a customer service representative (which is the least thing they would do).</div>
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<div style="margin-left: 15px;">5. <span style="font: normal 22px 'Oswald', sans-serif;">Provide self-service options</span></div>
<a href="http://openaccessbpo.blogspot.com/2016/03/how-to-provide-effective-customer.html" imageanchor="1" ><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi1HWS9gxrg-Z2Fx2E2itq5OrDkzbnuTqdDOr2jwkMTjmZjFajWitgnxRHzktfwmHvIqo_JMHFJUP7msaWZSokd5pN1rD5x5AhMYzxCgMSPFT7GtHWjoVMN_mFnfFiv4W1CrvSBNeRSPFbX/s1600/man-making-decisions-in-front-of-laptop.png" width="550" /></a>
<div style="margin-left: 15px;">As many millennials would love to figure things out on their own first before speaking with an agent, have self-service tools available. For example, include an FAQ section on your web page, or provide mobile applications for making transactions easier for them.</div>
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Open Access BPOhttp://www.blogger.com/profile/10890370765969899557noreply@blogger.com