Call centers are known for customer services. To get candid and fulfill the expectations of their clients, they follow very strict guidelines. However, things do go awry at times that compromise the reputation of call center in question and the clients, they are working for as customer services are first impression of call center/client and lasting impression for customers. To avoid any pitfalls, here are some quick checkpoints which can be considered for effective customer services:
Customer norms for Calling: 1) Try to answer the telephone in the very first ring. It is a common rule to answer the phone within three rings. If you are busy, signal your peer to reply the phone for you. It is responsibility and duty both.
2) Be friendly yet professional. Greet customers with smile and in pleasant manner. Avoid sycophancy. If you are not sure about the time zones, be general. Greet with ‘hello’ or
‘welcome’. No matters, how the callers behave with you, be cool and patient with them.
For instance,
"Hello. This is Jena Doe. May I help you?"
3) Develop the habit of listening. It will enhance your attention span. Show interest in the problems and solutions. Ask questions to get to the root of problems. Do not escalate the problems and keep him/her waiting until it is absolutely necessary. Always seek approval from the other side before going to hold mode.
For instance:
Mr. Andrew, I am really sorry for the trouble regarding the connection and payment retrieval. However, I am not the right person to talk about this issue but I do know whom you should talk to and if it is all right with you, shall I transfer the call, so that you have the correct information?
Never put the call on hold immediately as you picked up the call. Ask the caller if he or she minds waiting. If it is absolutely necessary never make the caller wait for more than 30 seconds. Always thanks him for his patience in return. If you need time to research more to glean valuable insight on the query, the maximum time limit for keeping him hold is two minutes.
"Thanks for waiting." or "I really appreciate your patience, Ms. Jones."
Or
"I need to check out that information for you. Do you mind holding for a few minutes or would you prefer I call you back?"
4) If a caller is with LEP - Limited English Proficiency, try to connect with him an agent who is proficient in his language or bilingual.
Customer services should be professional and agents should have an updated knowledge of current market scenario. Response should be prompt and in accordance with the guidelines predefined by the management.
