What’s stopping your customers from complaining?

OABPO Blog Team Published on November 20, 2014

Whats-stopping-your-customers-from-complaining--Open-Access-BPO--Philippine-a-call-center__
If a Philippine call center receives few customer complaints, it s usually taken as a sign of healthy business. Nothing could reflect excellent service and superb products than zero complaints about your brand, right?

Wrong. When instances of complaint calls go down, there s a high chance that your service quality and customer loyalty are also slipping. When this happens, what follows are profits going down the drain.

Whats-stopping-your-customers-from-complaining_

However, the number of angry calls going through the roof doesn t conversely mean that you win as a brand. What you should really count is the number of complaints you solve for you to determine if you re acing customer service. So complaints should actually be welcomed, as they give you an insight on areas of business that need improvement and how they can be improved.

But how can you work your way into a more ideal brand if the very people who could truly say what you should work on won t even bother telling you what s wrong?

Yes, your current complaint count is just the tip of the iceberg. That s not even 25% of the total customers who are having issues with your brand, according to Salesforce. Then where do the 75% turn to? No, they don t keep the problem to themselves, but instead of reporting, they tell an average of three people about their unpleasant dealing with you. This is obviously bad for your brand, so you should be able to encourage people to reach out to you and voice out their concerns, and fix an issue before it becomes a public, overblown, and become slanderous.

But first, you should know what s holding back complainants from making the call.

1. Complicated contacting channels

Whats-stopping-your-customers-from-complaining

Unless customers need a solution at this very moment, they won t likely contact you to complain because it s such a hassle. They d rather not go through confusing menus or listen to long voice prompts because it would only add to the problem at hand. So, make it easy for them to reach you by offering convenient communication channels like social media, live chat, and email aside from your phone lines.

 

2. Low expectations

Whats-stopping-your-customers-from-complaining-

The last thing a disappointed customer wants is another disappointment, especially one that comes from your frontline people. It s discouraging to call customer support if you know that the representatives wouldn’t be able to do anything to help you at all. Customers who have low expectations are likely the ones who have witnessed your people s inability to fix problems. Prove them your competence by making sure that your customer service agents are not just well-versed about product specifications and policies, but also courteous at all times.

 

3. Expensive solutions

-Whats-stopping-your-customers-from-complaining--

If an inconvenience was caused by your end, it would, of course, be unfair to make the inconvenienced customer shoulder the expenses. You should be able to appease for a mistake by going beyond the expected level of service and giving a token of apology. This may come in the form of discounts, free items, or even in-store credits.

 

4. Time-consuming process

Whats-stopping-your-customers-from-complaining---

Your contacting channels should be as responsive as it is usable. Like the reason in point #1, customers would rather not report an issue if doing so would just consume too much of their time. As you make your platforms less complicated to use, you should make your responses and processes fast as well—always make sure that there s someone ready to answer questions, that all equipment is functioning well, and that there are no waiting periods as much as possible.

 

Join us on facebook
Open Access BPO Yesterday
Knowing your customers' language and knowing how to speak it isn't enough to deliver an authentic #CustomerExperience.

The culture behind those spoken words means more to your customers than you think.
Find out more: https://buff.ly/e28Yt8N

----------
Create meaningful experiences for your customers with a trusted #CustomerSupport expert: https://buff.ly/lhteQGz

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO 2 days ago
𝗛𝗲𝗹𝗽𝗶𝗻𝗴 𝗬𝗼𝘂𝗿 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗔𝗴𝗲𝗻𝘁𝘀 𝘄𝗶𝘁𝗵 𝗧𝗶𝗺𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁
https://buff.ly/BHHgR6Z

Time management is more than just a metric in #CustomerService
It translates to:
• high productivity;
• impressive #CustomerExperience quality;
• good brand reputations; and
• assured customer retention.

The key here is to encourage your #CustomerSupport team to be mindful of how they manage their time.

----------
Worried about handling critical business needs while managing agent productivity?
Let us worry about program and employee management so you don't have to!

Outsource now: https://buff.ly/4orA88D

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO 2 days ago
One way of ensuring excellent #CustomerExperience is to make sure your in-house or outsourced #CustomerService team recruites high-performing employees.

But finding those employees can be tough! Don't let apathetic or ineffective communicators ruin the customer rapport, satisfaction, and loyalty you've worked hard to build.

𝗟𝗲𝘁'𝘀 𝗶𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝘁𝗵𝗲 𝘁𝘆𝗽𝗲𝘀 𝗼𝗳 𝗿𝗲𝗽𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝘀𝗮𝗯𝗼𝘁𝗮𝗴𝗲 𝘆𝗼𝘂𝗿 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗮𝗻𝗱 𝗯𝗿𝗮𝗻𝗱 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻: https://buff.ly/9xglwf8

----------
Open Access BPO's stringent #recruitment and #training processes ensure that only the best agents represent your brand.

Ready to build a world-class support team?
Contact our #CX experts today over at https://buff.ly/kIT2J3x

#WeSpeakYourLanguage
#CSat #EmployeeManagement
#CustomerSupport
Open Access BPO 3 days ago
Today marks International Day of Awesomeness, a reminder to embrace the extraordinary.

One of Open Access BPO's core values, "Make Awesome Happen," guides us in our commitment to excellence.

We strive to create an awesome work environment for our team, build awesome partnerships that drive success, and ultimately, deliver awesome solutions that positively impact our clients' customers.

#WeSpeakYourLanguage
#AwesomeOABPO #OABPOholidays
#InternationalDayOfAwesomeness
Open Access BPO 3 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗻𝗶𝗹𝗮'𝘀 𝗦𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗕𝗹𝗼𝗼𝗱 𝗗𝗼𝗻𝗮𝘁𝗶𝗼𝗻 𝗗𝗿𝗶𝘃𝗲

Open Access BPO Manila's annual blood donation drive last March 5 was a success, with more than 30 employees taking part in this life-saving initiative.

Held two weeks after the Davao team hosted their leg of the program, OABPO Manila's Clinical Services team partnered with the Philippine Red Cross.
Employee blood donations totaled nearly 14,000 CCs, expected to help over 90 patients.

Open Access BPO makes it a point to give back to the community this annual bloodletting event and several outreach programs.

#WeSpeakYourLanguage
#OneForHealth #OABPOCares
Open Access BPO 6 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢'𝐬 𝐂𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭 𝐭𝐨 𝗚𝗲𝗻𝗱𝗲𝗿 𝗘𝗾𝘂𝗶𝘁𝘆 𝐨𝐧 𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗪𝗼𝗺𝗲𝗻'𝘀 𝗗𝗮𝘆

On International Women's Day, Open Access BPO acknowledges the significant contributions of women leaders and innovators globally.

This year's theme, #AccelerateAction, reminds us that we must urgently dismantle barriers to gender equality.

Open Access BPO is dedicated to cultivating an environment that empowers women at all career stages.

We support established leaders, high-potential employees advancing within the organization, and emerging talent exploring their professional capabilities.
Our global offices are structured to ensure safe and inclusive spaces, fostering professional development and innovation.

We're committed to building a #diverse and equitable workplace where women are empowered to realize their full potential.
Open Access BPO actively supports initiatives that drive systemic change and contribute to a more equitable future.

#WeSpeakYourLanguage
#OABPOonIWD2025 #IWD2025
#InternationalWomensDay