Running
a call center can also turn out to be one of the most rewarding tasks in a
business. The manner in which situations are handled when they arise can mean
the difference between the retention of loyal customers and losing customers.
Good customer service begins the very moment a call center agent receives a
call. If you are wondering how to gain more business through your call center,
you may want to start by looking at your agents’ phone etiquette.
Training
The
most important thing that managers sometimes overlook is the great need for
training. Whether your call center is being handled by one or two people or by
a large team of agents, training is the key for overall success. It is
advisable for small and large business owners to ensure that every person who
responds to customer queries and concerns on the phone has been trained.
Basically, any person who answers the business lines should have undergone
training. It is up to the business managers and owners to ensure that employees
apply company phone policies and best practices.
Here
are some of the things that should be observed to improve phone etiquette:
Consistency
When
it comes to consistency, it means making sure that everyone answers the phone
consistently. If a call is an in-bound call, it is important to indirectly let
the customer confirm that they got the phone number right. Most importantly,
the agent’s hello should be brief. Employees should be trained to mention the
company name first followed by their names. This simple introduction should be
enough.
Don’t interrupt the customer
No
one loves being interrupted, especially when they are expressing dissatisfaction
of a service. In this regard, never interrupt a customer who is complaining.
Business managers and owners should ensure that this is achieved regardless of
how difficult it might be. Employees should be trained to listen to the entire
problem regardless of how long it takes. This is particularly more emphasized
if the employee handling the call intends to hand of the call to another member
of the call center. It leaves the customer feeling well taken care of.
Knowledge of how to use the phone system
Ensure
that every employee with permission to respond to business calls knows how to
use the phone system. Does everyone know how to make use of the hold button? One
of the worst things your employees could ever do is to the put phone to their
chest with the intentions of muffling the mouthpiece for them to speak amongst
themselves. Customers might hear things you really do not want them to hear. In
such instances, the hold button is your best friend.
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