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How to Build Good Rapport over Telephonic Conversations

If you are associated with a call center outsourcing company then you would know the importance of rapport building for successful telephonic conversations. By successful, we mean that you should be able to get the desired outcome from your conversations. Even in our personal life there are many instances when we just ‘Click’ with a person and get along very well with him or her. Such conversations are very comfortable, smooth and productive.

Offshore call centers are always trying to build rapport with the callers in order to achieve desired results. Further, a comfortable ‘state’ where both the parties can talk comfortably is most effective for the business. Mentioned below are some tips that will help you in building good rapport with your callers.

Start with A Smile: You may not believe it, but a smile can be heard over the telephone. Maybe not exactly heard but if you open the conversation with a smile and carry on with a smiling voice then you are definitely going to make a positive impact on the caller. They will become more open and welcoming.

Use A little Warm Up In The Beginning Of The Call: Starting the call with a sentence such as “Hi, how are doing today?” or “How has your day been so far?” can be very effective in breaking the ice and making it more comfortable for both you and the caller. After that you can start with your work by carrying forward the call with “so how can I help you today?

Be A Good Listener: Without being a good listener, you can never be a good call agent. It is one of the most important requirements to work in the offshore call center industry. Remove all the distractions and focus on what the caller has to say.

Be Friendly: It is very important to be friendly during the calls. If you maintain a completely formal attitude during the calls, the people at the other end are going to feel tensed and will not be able to convey their problems. If you are friendly then you will be able to connect more efficiently with your callers and get better information from them.

You Can Go Off The Script: The agents in a call center outsourcing company are given a proper script according to which they talk to the callers. However, you can also go off the script if it is required. Inserting little informal bits in between will make the person at other end more comfortable and open. Offshore call center service providers should encourage their agents to use the above mentioned tips while having conversation with customers and it will help them in building rapport with them. Thus, better services can be delivered to clients.
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