What do you do if your BPO clients aren't providing feedback?

1 Establish clear expectations

One of the first steps to ensure effective feedback is to set clear expectations with your BPO clients from the start. This means defining the scope, goals, metrics, and timelines of the project, as well as the roles and responsibilities of each party. You should also agree on the frequency, format, and channels of feedback, and document them in a contract or a service level agreement (SLA). Having clear expectations can help to avoid confusion, misunderstanding, and conflict later on.

2 Solicit feedback regularly

Another way to get more feedback from your BPO clients is to solicit it regularly and proactively. You can do this by sending surveys, reports, or updates at key milestones or intervals, and asking for their opinions, suggestions, or concerns. You can also schedule regular meetings or calls with your BPO clients, and use them as an opportunity to discuss the progress, challenges, and results of the project. By soliciting feedback regularly, you can show your BPO clients that you value their input and feedback, and that you are committed to meeting their expectations and needs.

3 Make feedback easy and convenient

Sometimes, BPO clients may not provide feedback because they find it too time-consuming, complicated, or inconvenient. To overcome this barrier, you should make feedback as easy and convenient as possible for your BPO clients. You can do this by using simple and user-friendly tools, such as online forms, polls, or ratings, that can capture feedback quickly and efficiently. You can also use multiple and accessible channels, such as email, phone, or chat, that can suit your BPO clients' preferences and availability. By making feedback easy and convenient, you can increase the chances of your BPO clients giving you more feedback.

4 Acknowledge and act on feedback

Another important tip to encourage more feedback from your BPO clients is to acknowledge and act on the feedback that you receive. You should always thank your BPO clients for their feedback, and let them know that you appreciate their time and effort. You should also follow up on the feedback, and show your BPO clients how you have implemented their suggestions, addressed their issues, or improved your performance. By acknowledging and acting on feedback, you can demonstrate your professionalism and responsiveness, and build trust and loyalty with your BPO clients.

5 Provide feedback to your BPO clients

Finally, one of the best ways to get more feedback from your BPO clients is to provide feedback to them as well. You can do this by sharing your insights, observations, or recommendations on how they can improve their processes, systems, or communication with you. You can also highlight their strengths, achievements, or best practices that you have noticed or learned from them. By providing feedback to your BPO clients, you can create a two-way dialogue, a collaborative relationship, and a mutual learning experience, which can foster more feedback and feedback culture.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?