At MeloTel, we have many years of experience working with business owners who run call centres. We’re very well aware of the extremely hard work that is put into making call centres run smoothly. Naturally, hiring dedicated and energetic phone agents is an absolute necessity. And, of course, equipping your call centre with state-of-the-art equipment and software is integral to the company’s success.
Of course, the MeloTel team prides itself on offering cloud-hosted Commercial Phone Services and DaFeeder Preview Dialer – two practical must-haves for any call centre. However, we also believe that we possess a wealth of information in the customer service department.
We all know that customer service provided in person and customer service provided over the phone are two different animals. Without the use of hand gestures, facial expressions and other forms of body language, it can be a lot more difficult to communicate your messages.
So what steps are necessary to be the absolute best phone agent you can be? Here are three:
You can practically guarantee your caller a poor customer experience if you’re not properly listening to what he/she has to say. A multitude of problems can be avoided by getting all of the necessary information you need correctly the first time. Even the slightest misunderstanding can lead to a major mix up. Be sure to listen attentively on every call.
“Active listening is essential for effective communication,” says Shauna Geraghty on TalkDesk.com, “It allows for a better understanding of the customers’ needs and shows a willingness to help. Allow the customer to talk without interruption, reflect back their main question or concern and ask clarifying questions when necessary.”
The best customer service representatives always strive to provide solutions to their customers’ problems. And, in some cases, the companies they work for can’t necessarily provide those solutions. Is there a way to solve a problem that may involve your caller going to another company? While it’s not ideal, your honest advice will go a long way in building trust with your callers. Don’t be surprised to hear back from such customers for their future needs.
“When you’re helping our customers with issues they’re having with your company’s product or service, you’ll likely run into some obstacles,” notes Mary Barkley on CustomerThink.com, “It’s simply a natural part of the job. You may offer a solution that they’re not thrilled about. Since your job is to make the customer happy and try to exceed their expectations, make sure you offer alternative solutions.”
In blogs of past, we’ve highlighted the importance of asking for your callers’ permission to be placed on hold. We’ve stressed that a “May I place you on hold for a minute or two while I look into that for you?” significantly outshines a “Hold please” when it comes to providing optimum customer service.
Geraghty notes that making a habit of asking questions instead of making assumptions or demands will help for better customer interactions. “Statements can sound harsh,” she writes, “Asking appropriate questions makes the conversation more collaborative.”
Allow MeloTel to help your phone agents be the best they can be. For more information about our Commercial Phone Services and DaFeeder Preview Dialer, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"