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Complaints

Definition

Definition of Complaints in the Call Center

In the BPO industry, complaints are statements from the clients to express their dissatisfaction in a certain situation. Customer complaints range from people who are slightly irritated to those who are in a panic. Call center agents are trained to resolve and deal with the client’s complaints. 

Handling complaints is vital to satisfy the customers. Trying to come up with a solution to complicated complaints should not make the client feel uncomfortable. Instead of being transferred repeatedly from agent to agent, a customer would prefer to work with one knowledgeable agent.

Types of customer complaints

There are various reasons why customers file complaints. Here are some of the usual customer complaints to expect in call centers: 

  • Poor product or service. Unsatisfactory product or service is the most common reason why customers complain. When the product breaks, the customer calls the support team to complain. In some cases, the customer does not understand how to use it.
  • Long while on hold. Average Hold Time (ATH) is one of your most essential call center metrics. Clients want quick answers, and they can not spend their time with a phone.
  • A total absence of follow-up. When you should have to follow through on a scenario, clients may also have standards about follow-ups. Any consumers will demand a constant sequence of alerts, while others will be more patient.

How to respond to customer complaints

Complaints from customers can come across a variety of mediums, have varying degrees of dissatisfaction, and involve different solutions to address the problem. There are two common actions to resolve the customer’s complaint. The first is to listen to the perspective of the client in its entirety. The second is to apologize.

Complaints from customers can come across different mediums, have varying degrees of dissatisfaction, and involve various solutions to address the problem. There are two actions to resolve the customer’s complaint. The first is to listen to the perspective of the client in its entirety. The second is to apologize.

When you have a client complaint, the agent’s first duty is to listen to the matter and reflect on what the client is feeling. The complaint of the consumer should still be considered as real, as many people should feel the same way. Lend full attention and compassion to the complaint of the client.

Take a minute to deal with the feedback and decide what steps you need to resolve the complaint. Check back to see if the client is satisfied with the outcome. Finally, incorporate improvements from client reviews.

 

Definition of Complaints in the Call Center
Definition of Complaints in the Call Center
Outsourcing FAQ

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.

How does Business Process Outsourcing work?

When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions

 

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).

Location

Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Top BPO companies in the world's top outsourcing hubs

A wide range of BPO companies in different parts of the world provide utmost services to their Western and local clients. Many of them have even earned awards and recognitions by award-giving bodies due to their performance on both the roles they take and on their way of taking care of the employees.

Check out the top BPO companies in several outsourcing destinations below:

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

What is Customer Satisfaction Rating (CSAT)?

What is customer satisfaction (CSAT)?

Customer Satisfaction Score (CSAT) is a popular key performance indicator that tracks customer satisfaction. The process involves a survey question or a set of questions. 

The customers answer by indicating their level of satisfaction. The most popular scale is 1 to 10, with 1 being the least satisfied and 10 as the most satisfying level.

The result gives a business the necessary output whether or not to improve customer service right there and then. However, the possible ambiguity might be a disadvantage, especially if a customer is dissatisfied with the service.

Why is CSAT important

CSAT tells a business about how satisfied their customers are with their services. From this, they can also understand the needs of their customers through feedback and comments they give in each survey. 

The best timing to use this methodology is after-sales, before the renewal of subscription, and after customer support. These times are crucial especially for repeat customers.

With this, a business should have first-hand knowledge of its customer satisfaction. A simple interview or a feedback form after a sale would do. 

How to calculate CSAT?

Calculating a CSAT score is pretty straightforward. 

All you have to do is add the positive responses together, divide them by the total number of responses collected,  then multiplied by 100. The outcome leaves you with the overall percentage of customer satisfaction in your business.

For example, if 50 people took part in your survey and 30 of them gave positive feedback — your CSAT score would then be 60%

See here:

(30 positive responses / 50 total responses = .60 x 100 = 60%).

This indicates that while the majority of your clients are satisfied with your service, you can still improve it to better serve your customers.

CSAT in outsourcing

Customer satisfaction score might be the simplest metric but it’s a powerful tool for all businesses. It closes the loop on first customer interaction and helps businesses move on to the next level. 

Computation is quick and easy. You add up all the ratings and divide the total score by the number of respondents. Most likely, you’ll get a percentage. 

Get your customer satisfaction score a notch higher by outsourcing your customer service team. Check out Outsource Accelerator’s extensive list of outsourcing companies in the Philippines.

What is Quality Assurance?

What Is Quality Assurance?

Quality Assurance (QA) is any structured method to avoid mistakes and errors in services or manufactured products. Quality assurance involves logistical and procedural tasks performed in the quality chain to ensure that the specifications and expectations for a product, service, or operation are followed.

Businesses and organizations use quality assurance to guarantee that the product is designed and delivered with proper procedures. QA is vital for manufacturers and companies to avoid problems when supplying products or services to the customer. It also provides oversight of the quality of raw materials, assemblies, products and components, manufacturing and maintenance facilities, processing and testing procedures.

Importance of Quality Assurance

Quality is an essential factor to consider in any product and service. That is why manufacturers and service providers are continually looking to improve their products or service quality. The primary purpose of a QA strategy is to establish customer trust and the reputation of the organization or company; while at the same time enhancing work processes and performance and allows the company to compete favorably with others. 

QA needs a large commitment in people and systems. Doing quality assurance can be time-consuming that may influence the arrival of products. With a few exceptions, the downside of QA is more a prerequisite for a necessary step to be taken to ship a quality product. Without quality assurance, there will be none to guarantee the legitimacy of the qualifications.

 

What is Community Forum?

What is a Community Forum?

A community forum is an online meeting space created by a person or an organization, so that the members can engage, congregate, ask questions, discuss interests, share knowledge, and have interactions about a range of topics.

If it’s being related to customer service, community forums are online self-service customer support spaces where customers can find fixes or resolutions to their issues by asking other members of the forum, and without the need to communicate with a customer service agent.

Purpose of online community forums

Community forums can be utilized by companies and brands for a variety of purpose, including the following:

Customer support Word of mouth advertising Product development Customer engagement Customer experience Market research

 

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.