Mistake Call Center Newbies Make

mistake number three that a lot of call
center agents make when assisting
customers
and that is relying on canned responses
to answer the customer's questions
ooh this is a big one today i'm going to
talk about every single scenario that
this could happen
let's begin
[Music]
so again response is basically a
pre-made answer
pre-made response to all the customers
frequently ask questions
so what a company usually does is they
gather the data or the data
of the customers frequently asked
questions and then
they create a template so the next time
that a customer asked one of the common
questions
an agent doesn't have to type everything
from scratch
so all the agent has to do is to type in
a code in the system
and a corresponding template or
corresponding pre-made
response will pop up that he just sent
to the customer
now are camp responses useful
yes do they save you time
yes do they make life
easier for you as an agent absolutely
but the problem happens when an agent
has this impression that
can responses solve everything
here's an example so as you can see in
this email
the customer initially ordered 50 black
aprons
but she later found out that the blue
aprons are cheaper
than the black aprons so she decided to
have it modified from black to blue
second she's also asking about the
amount of the refund that she's going to
get and third
the time frame of the refund and fourth
the
shipping time frame and then
agent jennifer got this email and she
read the email
and she understood that this was about
modifying an order so what she did was
send the customer the the
canned response for modifying orders
and here's what she sent her as per your
request we have modified your order and
have refunded you the price difference
allow five to seven business days for it
to reflect your original method of
payment
so now let me ask you a question did the
agent answer the customer's question
because after all it was about modifying
orders and
the agent did send her the modify order
template or canned response
five seconds to answer the question
no actually you know what you already
know the answer to that question you
don't need any time to think about it
we know you know that the
agent's reply to tabitha's question just
wasn't enough
there were four questions and only one
request was addressed
the rest of the three questions they
were all neglected
[Music]
are canned responses still important
absolutely they are still important they
still play a crucial role
in making sure that the agent saves time
in answering the customer's questions
but you know what's also important
common sense put yourself
in the situation of the customer here
and
picture what would you feel if you
ask four specific questions one request
three questions and you get this for an
answer
of course you will be infuriated of
course you will be upset you will be
disappointed
i mean it's just a basic need
from a customer standpoint that if you
ask a specific question
you get a specific answer
so instead of sending a hundred percent
canned response
make sure that you modify your canned
response according to the customer's
questions and needs
here's what could have been done better
the texts
here that are highlighted in yellow are
the
parts that the agent added to the
existing
canned response so the response would be
more
personalized as you can see there's the
part of
we have modified your order of 50 aprons
from black to blue
so that's the first request addressed
and we have refunded you the price
difference of 49.50
and then there's a breakdown of 0.99 x
50 aprons
that answers the question of the
customer as to how much refund
she is getting third allow five to seven
business days for it to reflect
to your original method of payment this
was actually answered
by the first response but that's about
it
and then your order should ship before
the end of the day tomorrow once shipped
you will receive an email with a
tracking number
so this answers the last question about
the shipping time frame
so as you can see the canned response is
the foundation of the answer here
but it's not everything you have to
customize your response
according to the customer's questions
and needs and this
is exactly what candice did in this
email
[Music]
now second example and this is probably
more damaging than the first one
here it goes i returned two items but i
only got a refund for one
i got the refund for the handbag but not
for the shoes
i think it's odd because i put them both
in one package so they should naturally
be processed at the same time right
and how long is the refund time frame
and now again jennifer got this email
she's nub and because the customer the
customer was asking about
return and refund she sent the return on
refund template
to tabitha and here's what she sent
all items are returnable within 30 days
from delivery date
it doesn't mean anything it does it's
it's not
answering any of the questions in the
email no
this this part should be removed to
initiate a return
simply pack an item with its original
packaging and return label
again it doesn't mean anything it
doesn't answer
anything in the email once we receive
them in the warehouse
it takes two weeks for the refund to
reflect your original method of payment
this answers the question a little bit
but it's still
not fully answering the question so it's
kind of telling the customer
wait for two weeks for all the refund to
be processed to your to your account
but still it's not it's still not
answering the question as to
why both items were in the same package
but they were not refunded at the same
time
and this is exactly what the customer is
asking but it was never answered in
jennifer's response
here's what could have been done better
hello tabitha i can see here that
the eileen shoes in beige returned is
currently being processed for refund
unlike the emily handbag though it just
wasn't finalized yet
because we processed returns by order
number items from the different order
numbers may not be processed at the same
time
even if they were returned in the same
box
rest assured though that this is normal
and your refund
should not go beyond the two-week time
frame
which will be on the 26th of june
if it does feel free to reply to this
email so i can check on your behalf
so if i were the customer this is
exactly how i would want the agent to
reply to my email
i want to i want to feel that this agent
is really
reading my email or not just skimming
the email and sending me a canned
response i want that
agent to know exactly what i'm asking
about because when you're a customer
who's asking a very specific question
and you get
a canned response it's infuriating
because it feels like you're being
neglected by the company
it feels like your question and your
concern
are not important enough for them to
actually take a little time
to answer and address your concerns and
lastly it just feels like there is no
difference between
a robot or an ai and
a human assisting you it just feels like
i'm not talking to a human at all i'm
talking to a a very
primitive kind of ai
[Music]
from a customer standpoint this just
sucks and one company that
really loves doing this in my experience
is pldt
especially the pldt in social media the
one who
answers their questions through
messenger oh
they suck big time and i'm sorry
sorry but not sorry pldt this is really
atrocious customer service and you need
to change that
and i am pretty sure that the reason for
this
is because of the extreme number of
workload that
each agent has to take every single day
the quota is just
mind-blowingly high and and i'm
sure that agents are just scheming over
the emails because they just don't know
how to
answer a hundred or probably 150 emails
per day
so in this case the quality
of the interaction is just totally
diminished
and i think this is not for the agent to
change really
it also should be the responsibility of
the company to actually
know that agents are not robots they are
not
computers they have their own
limitations if you start
dumping workloads after workloads
expect the quality to diminish but again
i'm not sure if pldt actually cares
about their quality
because i mean the internet
service itself is already horrible
and the customer service oh i'm not
gonna say anything more but
you know what i mean you know what i
mean and this doesn't just apply to pldt
this also applies to all companies who
are assigning heavy
unreasonably heavy workloads to their
employees
and if you are the agent and you're
really having a hard time with the
workload maybe it's time to
think about your options maybe think
about
maybe i can find another job another
skills maybe i can learn the skill
so that i can get out this job because i
understand how hard it is
i really do or maybe if possible talk to
your team lead
tell them that the workload is just too
much for you to actually
give a qual high quality customer
service and
maybe just maybe the management is going
to hear you out and they are going to
reduce the workload but if not then
it's not the end of the world you can
still get other jobs
in the bpo industry remember that call
center is just one of the jobs
in the vast umbrella of bpo industry
so definitely think about it
[Music]
but if you are one of those agents who
have a reasonable amount of workload but
is still
sending canned responses without editing
edit edit
editing them it is time for you to
change your ways
and actually take the time to read
every single word that the customer is
sending you
and make sure that all the questions all
the concerns
are addressed with your response this is
especially important with email
interactions
because if this happens with calls and
chats
the customer can just clarify with the
agent
live right after the agent is sending
the canned response
but with email guys it's so different
because you're gonna have to wait a few
hours
minimum or probably 48 hours maximum or
even weeks
before you get another answer from the
from the agent so it's really important
that
you answer every single thing that the
customer is asking in that email
all right guys that is all for today if
you have any questions comment down
below
uh mistake number four will be up in my
next video and once it's ready i'm gonna
put it up here
and if you haven't already check out the
mistakes
number one and two and that's it for
today
thank you so much for watching bye