5 Important Phone Tips for a Call Center Company
Operating a call center for a customer support is not easy in the first place, in fact, is the most challenging. It could never be successful if you don’t know how to handle situations in building rapport between loyal customers and the business. Once the agent answers incoming calls, customer service support makes sense with the help of this 5 important phone tip:
Train Staff to Be Consistent
The key to have an effective customer service is to be consistent. There are 2 kinds of calls in a contact center, outbound and inbound. If it is an inbound call, “Hello” should be concise. The staff who will answer the call should state the company he/ she belongs and then their name. There is the common script for every call. For example. “Hello, Telco’ Lines, this is Leo.” is sufficient.
Train Staff to Be a Good Listener
It is normal for a customer to complain. Train the staff to listen to the problem of the customer, don’t mind how many minutes they have consumed, and is important to understand and analyze. By the time she is done, you will have an idea on the problem how it will be solved. Most important thing is to never interrupt them because they will feel rejected and tend to be irate towards the customer representative.
Keep Customers Informed
A time frame is important for a customer, if in case the representative will hold them on the line, or transferring the call to the other department. So, it is necessary to inform the customer what you are going to do in fixing their problem. For example, the agent says, “Mrs. Reyes, here’s what I’m going to do. After this call, I’ll immediately call the supplier until I reach the assigned person. It may take a few days for the shipment to arrive.
Smile While Talking to the Customer
Being polite and smiling is effective for any contact solutions company. Smiling over the phone will make the customer feel wanted and happy talking to the representative. If the representative sounds awful, it is worse to hear them on the other line, like they are not interested about the issues, thus it should be avoided.
Deal Properly with Irate and Offensive Customers
There are customers who are nasty throwing foul words and sounds rude. The representative should first calm down, just let them talk even and give them a time. If the customer sounds disappointed, apologize and empathize will do.
To find out more how June Spring Contact Solutions can help you with your contact center needs, call us at (US) 408 600 2621 or (AU) 08 6102 5588. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.