Customer service is a term used to describe a company’s assistance to its customers before, during, and after purchase when they encounter problems, ask questions, or make inquiries. Quality customer service is absolutely essential to the success of any business. Whether one is a B2B or B2C business, one needs to ensure that the customer service is of the highest quality. There are studies and reports on the importance of customer service and its quality by the best inbound international call centre in Kolkata. Getting proper customer service facility will allow the business to have a greater impact and sustain in the long run.
What Mistakes Should Be Avoided In Inbound BPO Services?
But one thing is certain, if you want to build a strong business that will keep a large number of repeat customers happy, you need to provide excellent customer service. You’re partly right if you think it’s too much to process and is provided by the best international call centre in Kolkata. But instead of thinking of special ways to improve the current customer service, start with the basics and eliminate errors. Some of the most common mistakes to avoid for are:
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Over-reliance On Scripts:
Scripts are a great guide to improving customer service. It contains outlines that guide agents on what and how to say, helping them when responding to customer queries. However, relying on a script and reciting it word for word can seem impersonal and unconvincing. When customers ask for help, they need human assistance, not autoresponders or template scripts.
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Inappropriate Tone or Behaviour:
The agents at the best inbound call centre in Kolkata absorb negative energy quickly. Since communication is a key component of the customer service, it is imperative that the account manager manages her reactions and behaviours when dealing with customers at all times. Train the support staff to always take the time to find the right answer to the customer with the right tone, whether it’s the tone of voice or the choice of words.
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Lack Of General Business Knowledge:
A customer finds time in the busy day to call the customer service when they have an urgent question. The last thing they want to hear is an inaccurate or inadequate response to their concerns. If the support agents keep piling up feedback, it can lead to customer frustration and confusion.
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Inactive Listening:
Customer service is all about the conversation. An experienced support agent at the best international call centre in Kolkata can provide a quick resolution within the first seconds of a call, but it’s still important to allow customers to voice their questions and concerns at their own pace. A complete customer experience includes not only support but also active listening.
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Frequent Call Forwarding:
Customers may find that the agent they are connecting to may not be the right person to solve their problem, and that’s okay. However, repeated transfer failures can be frustrating. As a company, it’s important for your support staff to understand the proper workflows and direct customers to the right staff for proper support.
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Too Much Promise But Too Little Delivery:
Nothing is more disappointing than having something guaranteed and the exact opposite. Too many support agent commitments. For example, suppose you say you were offered a faster delivery time or a better deal. In that case, your customers might hold onto every word. Businesses should only ensure that they can be reliably backed up by the best inbound call centre in Kolkata and nothing more, nothing less.
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Immediate Response:
In this digital age, everyone wants instant answers, and that includes answers from businesses. Every second counts when a customer is waiting in a queue. When a customer calls and waits too long for someone to help, the line can simply drop and send a message that tarnishes your brand image. You might come to the conclusion that
- You don’t care enough about serving your customers, and
- You don’t care enough about staffing your business to serve your growing customer base.
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Not Exceeding Expectations:
You can protect your brand by not making mistakes, but sticking to the books and limiting yourself to better customer service can hurt your business. It’s not good customer service if doing so might dissatisfy the customer. Take care of your customers, please them, and please them, even if it means deviating from your normal course at work, go the extra mile. Go beyond it if you can, especially if you know it’s worth it.
Customers are an important part of any business cycle, and keeping them happy is a top priority. Done right, a great customer experience by the best inbound international call centre in Kolkata can bring a lot of success to your business. One can think of the increased brand trust and awareness, loyalty, new customers, and selling points that it brings to the table. Get in touch with V3 Outsourcing Solutions Pvt. Ltd. for a highly result oriented and customer centric support services.