“Anyone can work in a call center. All you have to do is answer the phones when they ring…. Right?” Jilly scoffed, rolling her eyes at her friend Sammy.
“Well that’s not true Jilly,” cautioned Sammy, “If you want to be operating at a gold standard level, you can’t just answer the phones like how you would do at home”
“Really?” Jilly looked puzzled.
“Think about it. When you contact an agent at a call center, you want to speak to someone who knows how to quickly resolve your issue while providing you with a quality experience. I mean you have to know how to keep the customer satisfied without them having to come to your office in person to create a stink.” Sammy laughed.
“Thanks, Sammy, I never thought that a simple call could have such an impact on someone from a business perspective….”
Call Center Customer Service Tips
The fact of the matter remains that your selected B2B call agency is going to do most of the interactions with your customers. They serve as the face of your product or service. Bearing this in mind, we’ve compiled a shortlist of call center customer service tips that have been proven to achieve amazing results.
Neutrality is Key
Indeed, you may have an opinion about an item which a customer may show interest in, However having an opinion is not an invitation to share it, especially without being asked to do so. Likewise, when resolving a customer’s issue, demonstrate empathy but maintain a neutral stance. Doing so will allow you to find a quick solution for the customer with a clear thought process, unclouded by your personal bias.
Demonstrate Interest and Competence
Take a genuine interest in the customer’s concerns and requests and the experience will be pleasurable for both parties. This way you are able to connect with the customer and keep your spirits vibrant. However, if the customer needs to be referred to someone else who can be of greater assistance, do so. The faster the customers can get the solutions they seek, the happier they shall be.
Deliver Professionalism, Honesty, and Respect
Every customer deserves to feel like your most valuable asset as each one contributes to the success of your product or service. As such, the customer should always be treated with respect. To do so, you simply have to be mindful of their request and provide a compassionate response that resolves their inquiry. Always maintain your calm and professional demeanor. Do not attempt to engage in verbal warfare with the customer. If you can’t help them, allow them to know why you are unable to help and who you are transferring them to for assistance.
Make Useful Notations
It’s a good practice to have a notepad to jot down useful bits of information provided by the caller. Customers experience great frustration when they are asked to repeat the same information several times. Be an active listener and take notes to ensure you are not missing out on any useful information. Perhaps having a predesigned spreadsheet to capture your information can further assist your organization process. You must be organized to deliver what the customer requires in a timely manner.
The reality is, by the time the customers get through to a call agent, they are frustrated and seeking satisfaction. Translation – they are angry, shouting and possibly disrespectful. Remember you are not representing yourself but serve as the link joining the customer to the company’s product or service. Therefore you are to remain calm and handle the customer’s concern with patience.
3 Key Ways To Improve Call Center Customer Service
Practicing our suggested tips for effective call center customer service will surely improve your agents’ performance when dealing with customers. Here is a shortlist of methods which be can be utilized to further improve upon the customer service experience which your partner B2B call center agency provides.
Provide Multichannel Support
Offering outstanding support is reliant on interacting with customers on their preferred channels. Be willing to focus on getting customers the tools and answers they desire through whatever means, whenever they want it. Therefore companies are encouraged to provide multichannel support which is available regardless of the device used for the inquiry. Your company would then be sufficiently prepared to meet the changing expectations and requirements of your growing customer base.
Improve With Feedback
Time must be spent to analyze the feedback provided by customers who interact with your products and services. Their feedback is meant to be used as an opportunity to find methods to improve so that customers feel that:
- What they say matters. A personal response to their concern or a gesture to resolve their negative experience makes a major difference in keeping and gaining new customers. A potential customer can be easily lost with bad reviews or feedback from previous customers who did business with your company.
- Your company not only listens but acts promptly upon the recommendations made. Customers who make time to participate in a survey do so in the hopes that there can be visible improvements in the not to distant future due to their well-intended feedback. Responding to the feedback by providing discounts, exchanges or waving various fees are but some of the ways your company can improve output.
Hire Dedicated Teams
If the heart is not in it, it won’t work. Many companies make the tragic mistake of hiring call center agents who do not possess what it takes to provide the A+ service that customers require. Meaning, such call center agents aren’t willing to or don’t possess the following values and are not:
It is the duty of your call center agents to meet the needs of the customers by doing whatever it takes, such as troubleshooting an issue on-site. Day or night your chosen agency’s agents must be there to provide superb support which adds value to your company.
Companies That Need Call Center Services
Wondering if your company could benefit from partnering with a call center agency? If you have a large customer base to keep satisfied, hiring a call center agency will significantly reduce the workload to allow your company time to focus on improving quality outputs with feedback received. Here is a shortlist of some of the companies who have benefited from outsourcing to call center agencies:
- eCommerce Companies
- Digital Marketing and PR Firms
- Publishing and Media
- Medical Suppliers & Health Care Providers
- Medical / Health Technology
- Education Technology
- Government Agencies
- Trade Associations
- Compliance Companies
- Big Pharma
- The Fortune 500
Connect with us so that we can determine which customer service tips best suits the needs of your business.