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A company’s reputation is most often formed by the ways it makes its customers feel. If people genuinely enjoy their interactions with a business, they will be a lot more likely to support it for the long haul. Sure, high-quality products and services count for a lot. But we all know that there are options out there.
If you use a call centre to regularly service your customers and/or to solicit new products and services, your strict attention to providing optimum customer service is necessary. Without the use of facial expressions, hand gestures and other forms of body language, the tones and inflections used by your call centre reps have to convey courteousness and respect. As well, it’s vital that your phone agents are able to display vast knowledge of your company’s offerings.
There are few things that get under the skin of the average consumer more than company representatives who sound like they don’t know what they’re talking about. Sometimes, that isn’t even the case. But the use of “negative language” by phone reps can make a company seem as if it is unable to satisfy its customer base. On CallMiner.com, Scott Kendrick stresses the need to avoid negative language.
It is “worth training agents to avoid certain phrases and types of language to avoid negative interactions,” he writes, “For example, instead of telling a caller ‘I’m going to put you on hold’, encourage agents to use phrases like ‘I’m sorry, I’m actually not the best person to answer your query, but let me transfer you to our resident expert who will be with you in two minutes. Thanks for your patience.’”
Using positive affirmations is certainly a great way to significantly improve customer satisfaction with your call centre. It’s important to regularly remind your employees of this. Never forget that your employees require regular feedback in order to keep them on their toes. Feedback is actually necessary for a number of reasons.
Firstly, positive reinforcements are excellent ways to keep your staff motivated and encouraged to perform at their best. Never shy away from publicly acknowledging jobs well done in your call centre. Secondly, feedback is needed to help your team members correct mistakes and improve their performances.
The innovative Monitor/Whisper Control Panel allows you to listen to your call centre reps while they are on their calls. Both your rep and the other party won’t be able to hear you. That is unless you choose to use the “whisper” feature. While you will still go undetected by the caller, your phone rep will be able to receive immediate feedback that can help him or her on the call. This amazing service has a growing reputation of making call centres throughout North America top-of-the-line customer service providers!
For information about Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!