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Top 6 Complaints In Customer Service - Taking You Forward, Inc. - ContactCenterWorld.com Blog

Top 6 Complaints In Customer Service

Customers contact customer service for different reasons: it can be to inquire about the product or service, report a problem, or  to resolve an issue.  Whatever their reason for calling, we need to ensure that our service meets or surpasses their expectations.  If they end up complaining about the customer service instead, this could seriously discourage them from continuing to patronize your product or support your company.   

Keep your customer service above par by avoiding making the following mistakes:

  1.  Lack of information on the websiteMost customers expect self-service features available on the website to give them the option to resolve their issues on their own.  This is especially helpful when they don’t have the time to call customer service.  This way, they will only call customer support for urgent or critical concerns.
  1.  Being put on hold and waiting on the lineWhen customers are put on hold especially for a long time, it takes up more of their time.  This can be even more frustrating for customers who are already calling to complain about a problem with your product.  If they will need to wait longer than usual, one thing representatives can do is to offer them the option of a callback instead and assure them that they will be contacted as promised.
  1.  Being unable to talk to a representativeDespite our dependence on technology such as mobile apps, websites, and social media for issue resolution, there are times when we’d still prefer to speak with a representative, especially for urgent and critical issues.  It’s a good idea to provide more customer service channels for customers to choose from, but always make phone customer support available.
  1.  Unpleasant representativesAlthough issue resolution is the main goal for every customer interaction, you can strengthen your relationship with your customers if their experience was a positive one.  Conversely, customers will remember acutely if their representative was rude or sounded unfriendly and this could affect how loyal they will be to your brand.  Aside from the knowledge and skills to correctly handle the concerns of customers, representatives must be able to listen actively, respond sincerely and empathize with the customer’s feelings.
  1.  Constantly being transferred to another representativeWhether representatives are unable to find information, or they lack the competence to take care of the issue, constantly transferring customers or routing them back to the IVR implies a problem with either your process or your training programs.  Make sure your representatives have been properly trained before interacting with customers and regularly evaluate your procedures and system tools to find ways to improve them.

You might also like: Outsource Customer Service to Turn Complaints to Compliments

  1.  Needing to call more than once for a recurring issueIt’s not unexpected that issues will crop up about your product from time to time but these can become opportunities to improve your product and show customers your commitment using your after sales support.  If the same issue keeps happening to customers, however, this is likely to make them quit using your product or service.  For issues that require follow-up, make sure that representatives do contact customers again and follow through on action plans.  

Take steps to prevent these mistakes and you’ll be closer to ensuring a consistently positive experience for your customers.  If you’re thinking of delegating your customer support to a BPO service provider, Taking You Forward, a contact center company in the Philippines, offers high quality customer service, technical support, and sales among others.


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Source: http://www.takingyouforward.com/blog/top-6-complaints-in-customer-service/

Publish Date: March 28, 2017 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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