3 Ingredients of trustworthy customer service

OABPO Blog Team Published on August 22, 2014

There are many factors that businesses claim to be the main ingredient behind their companies’ success.

Producing quality products and delivering excellent customer support, for instance, are some of the fundamentals. Success, however, boils down to the level of trust your customers have on your name.

happy call center group talking with team leader

Without it, none of your efforts will be well-received by the public no matter how topnotch they are. This is why in the customer service outsourcing industry, trustworthiness is highly upheld in every practice, from the management strategies down to the slightest interactions that your representatives have with your customers.

Before knowing the keys to trustworthiness, you should first know how the concept of trust is defined, both by your customers and by your organization.

For the buying public, it’s having expectations and knowing that you will deliver them. For you, it’s most likely a good reception from the public regardless of your company’s background and longevity. Trust is not something you can achieve overnight, but it’s something that you can lose in an instant. So to make your brand trustworthy through customer service, here are the elements that you need to cultivate in your workplace:
 

1. Credibility

smiling customer service agent in call center

Your organization should be credible not just in words but most especially in action. What you say to one customer should hold true and should be consistent to everyone else, whether they’re your client or not. Fortunately, technological advances can help you do this.

Have a centralized database for all units that directly interact with customers so that when someone inquires via live chat, for example, the customer can get the same answer from a phone agent in case he transfers to that channel. If your website says that a product is available, buyers should be able to affirm this via phone when they make a purchase. Make sure that there’s always consistency and no misinformation between channels, platforms, and employees.
 

2. Reliability

3 Ingredients of trustworthy customer service- Open Access BPO--

Reliability goes hand in hand with credibility, and this is mostly accomplished by the technical end of your operations. How could your databases and channels provide credible information if they are prone to technical failures?

Always have the best tools to carry out your processes, and always make sure that they’re in top shape. Voice channels should be clear and unhampered, while web-based tools like live chat and email should be fast and responsive. You won’t just gain reliability from doing these; escalations, call durations, and waiting periods would also be kept at a minimum.
 

3. Intimacy

Despite the mostly tech-reliant services, you should be able to maintain intimacy and a personalized approach in every interaction with customers. So, don t let the interactive voice response (IVR) system do all the talking. You also shouldn’t let representatives rely too much on scripts, as doing this can give off an unnatural tone. Customers should always feel that they re truly speaking with a real person at the other end of the line because it’s understandably hard to trust a robot or a faceless corporation.

Indeed, gaining trust takes time, and maintaining it takes an even greater effort. But once achieved, you will surely gain more than just your customer’s nod, but also their strong loyalty and good word that they can spread to others. It pays to know your audience’s needs and the channels from which they want to receive those needs.
 

Start building trust by identifying those needs. You can take that step further when you partner with a trustworthy service provider like Open Access BPO, a multilingual call center providing multichannel support to fit your customers’ needs. Get in touch with us today to find out how we can turn customer service into brand loyalty.

Join us on facebook
Open Access BPO Yesterday
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗲𝘃𝗲𝗿𝗮𝗴𝗲𝘀 𝗜𝗺𝗽𝗿𝗼𝘃 𝗳𝗼𝗿 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗧𝗲𝗮𝗺 𝗗𝘆𝗻𝗮𝗺𝗶𝗰𝘀

Open Access BPO Manila recently hosted 𝐈𝐦𝐩𝐫𝐨𝐯 𝐏𝐥𝐚𝐲 𝐋𝐚𝐛 on March 28th, bringing new experiences to its workforce.

This engaging session provided a hands-on experience designed to cultivate collaboration, creative problem-solving, and stronger communication skills among team members. By exploring the fundamentals of improvisation in a supportive environment, participants enhanced their adaptability and teamwork abilities – qualities crucial for effective partnerships and workplace harmony.

This initiative underscores Open Access BPO's commitment to fostering a dynamic and people-centric work culture, ultimately benefiting our partners through more cohesive and innovative service delivery.

#WeSpeakYourLanguage
Open Access BPO 2 days ago
Ready to elevate your brand? Open Access BPO empowers you to unlock new opportunities and achieve scalable growth.

From customer support to back-office solutions, we're your partner in expansion.

#WeSpeakYourLanguage
Open Access BPO 7 days ago
Call center managers are responsible for keeping operations running smoothly.
This means they also have to take note of the usual issues they need to keep at bay.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝟰 𝗼𝗳 𝘁𝗵𝗲 𝗯𝗶𝗴𝗴𝗲𝘀𝘁 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝘁𝗵𝗮𝘁 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗿𝘀 𝗺𝘂𝘀𝘁 𝗳𝗮𝗰𝗲: https://buff.ly/CCAZeNL

---------
Our industry expertise and the skilled workforce enable us to create exceptional experiences for your customers.

Call us today and let's start building the best team for your brand:
https://buff.ly/zQqgKkw

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#CustomerSatisfaction #outsourcing
Open Access BPO 8 days ago
The Holy Week is a time to renew our faith and find peace in reflection.

If you’re traveling to be with family or friends or venturing on a pilgrimage, do so with patience and caution.

Let's extend care not just to our loved ones but also to everyone we share the road with. May your journey be safe, and may this season bring you clarity and renewal.

#WeSpeakYourLanguage
#OABPOholidays #HolyWeek
#MahalNaAraw #HolyWeek2025
Open Access BPO 8 days ago
Given the substantial complexities of staff and project management, it is understandable that numerous team leaders underachieve or fail upon assuming this role.

𝗙𝗼𝗰𝘂𝘀 𝗼𝗻 𝗰𝘂𝗹𝘁𝗶𝘃𝗮𝘁𝗶𝗻𝗴 𝘁𝗵𝗲𝘀𝗲 #𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽𝗦𝗸𝗶𝗹𝗹𝘀 among your #CustomerService team leaders: https://buff.ly/9BhNb6G

——————————
Invest in your leaders, elevate your #CustomerSatisfaction.

For a #LeadershipDevelopment program that ensures high-quality #CustomerExperience and drives tangible business results: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
Open Access BPO 8 days ago
Improving on your #CustomerExperience can be just as simple as #outsourcing to a #CallCenter.

But is it really worth it? How can an outsourced call center upgrade your CX strategy?

Learn all of that and more in our latest blog: https://buff.ly/lSMmCDo

——————————
Open Access BPO is your trusted partner to see your #CX strategy through.

Partner with us today: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
#OutsourcingCX #CallCenterCX
#CustomerExperienceOutsourcing
#BPOCustomerService