In many cases, poor customer service is defined by how long a person has to wait when he/she calls a company. “I was literally waiting for someone to pick up for about a half an hour,” we often heard our colleagues say, “Over and over again, I hear this message saying ‘thank you for continuing to hold, your call is important to us’. If the call was really that important, they’d answer it, wouldn’t they?”
Immediacy is a necessity.
We understand if your company can’t necessarily get to every single call right away. However, if it takes several minutes to provide service to a caller, it’s a sign that some changes need to be made to your customer service protocol. Could your company be in need of a call centre? Putting several talented phone agents to work for you may mean the difference between gaining a sterling reputation as a great customer service provider and losing customers by the droves.
What type of business do you own? As Martin describes on Cleverism.com, there are numerous types of organizations that benefit from using call centres. “Mail-order catalog companies, telemarketing firms, computer hardware, and software help desks, and mobile money financial service providers are some examples of companies that rely heavily on call centres,” he writes.
Friendly + knowledgeable is a winning combination.
Who should you hire to work in your call centre? A huge part of providing customer service over the phone is having a friendly countenance. It’s a mix of tone, inflection and genuine interest in what callers have to say. Starting up a call centre allows you to have more people working the phones to provide service to your customers. But you can’t just put anyone on the phones!
On HubSpot.com, Neha Saboo reminds us that call centers act as a fundamental component of customer service. Phone agents are often the primary means of communication between a business and its customers. “To work in a call centre, you’ll need to be motivated by customer success,” she insists, “Call centre agents are tenacious problem-solvers who are committed to enhancing customers’ experience with a company or brand.”
Call monitoring is an essential component to your call centre’s success.
If you own and/or operate a call centre business, MeloTel’s Monitor/Whisper Control Panel is practically a must-have. Gone are the days when you had to sit beside each of your phone agents in order to hear how they sounded during their calls. Today, this incredible service allows you to sit at your own desk and listen in to your agents’ calls without being detected.
The “monitor” portion of the service lets you tap into real-time conversations as they happen. The “whisper” portion of the service lets you subtly drop in to the phone calls so that you can coach your agents at any stage of the sales process. It gives supervisors the power to whisper suggestions without the caller or client hearing anything. If necessary, you can also jump into the conversation to provide your rep with assistance.
For more 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!