In our last blog, we revisited the ever-important topic of having high employee morale in your call centre in order to provide your customers with the best service possible. In order to maintain high levels of customer satisfaction, it’s imperative that your team of phone agents follows some call centre do’s and don’ts. Let’s take a look at a few big ones, shall we?
DON’T say you can’t help someone.
“That’s not my job,” “There’s nothing I can do for you,” and “Sorry, that isn’t my problem” are all phrases that should never leave the lips of your call centre agents. Even when a request is made by a customer that is completely unreasonable – “Give me back double what I paid you!”, for example – it’s best to respond calmly by informing the customer what you CAN do.
“While I’d love to assist you with that request, I’ll make sure to post a full credit to your account to ensure you don’t pay anything for this item” would be a more appropriate response to the aforementioned demand.
DO return all calls and voicemails.
There’s almost nothing worse for a customer than being made to feel that he/she doesn’t matter. In 2019, most consumers expect immediate access to the businesses they support. In many cases, they don’t even expect to have to leave voicemails. So make no mistake about it – returning customer calls as promptly as possible is integral to your company’s sterling reputation.
“When a customer takes the time to reach out to you, it is imperative that your company takes it seriously,” insists Answer365.ca, “Voicemails and messages should be returned as soon as possible – and at least within 24 hours on a business day.”
DON’T say “I’m new here”.
Maybe it’s your first day on the job. Hey, we all have to begin our careers at some point, right? That’s no reason to tell your callers about it. All customers require the confidence that the agents they’re speaking with are capable of handling their requests and answering their questions. Instead of using the cop out that you’re “new”, simply inform your caller that you’ll confer with an associate to confirm your responses are correct.
“This is a pretty understandable thing to say if you are indeed new to the job and you’re getting a bit flummoxed, but you still shouldn’t say it,” advises CallCentreHelper.com of the “I’m new here” excuse, “It instantly kills the customer’s confidence in you, and they’d be quite justified in asking to speak to someone else. There are plenty of ways to ask a colleague for help without making the customer think you’re out of your depth.”
DO take advantage of MeloTel’s DaFeeder Preview Dialer.
You’re not still making your phone agents manually dial their leads are you? With MeloTel’s DaFeeder Preview Dialer, you’ll offer one-touch dialing to your agents. It makes their jobs easier and ensures they are more productive by getting more leads on the phones each and every work day.
DaFeeder Preview Dialer is a simple web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions. For more information, watch this video, or call us at 1-888-MELOTEL. May also use the Live Chat feature on our website!
