Call centre do's and don'ts for swifter growth

The job of a customer support executive is really challenging. He has to simultaneously perform multiple activates. Taking orders, handling queries, resolving problems and continuous assistance are just a few to mention. The way your executive deal with the prospects determine whether you are getting a loyal customer or losing a potential one. There is a long list of call center do's and don'ts. Below tips explained are most significant among them.

Educate the executive thoroughly about the company and its provisions

Assure that your customer support staff is well acquainted with the details of your company as well as specifications and every single feature of the products offered. This will help them to solve customer issues quickly thus increasing your credibility. Customers will love the experience and trust you more. Also, the confidence level of agents is hugely increased which makes them to perform even better.

The identity of customer must be given more importance

If you demand details of customers on every single call, they will definitely feel annoyed and this should not happen.  Train the people with you to make use of best CRM solutions. By this, the employees can easily, effectually and speedily handle queries. This improve the productivity of agent and decrease customer’s waiting time.

Listen and speak

The communication process must be two way. Firstly listen to customer’s problem and let them finish without interrupting. Only after they are finished, start politely and in minimal words offer them the best solutions. The whole interaction must proceed in a two way mode.

Never overly push products

The agent should keep his focus on the interest of customers and their requirements. Understand their situation and solve the problem at the earliest. This make the caller believe in you and they will reach you first when they are in need of any products or services that you are offering.

The above call center tips for agents can really help in making your business capture new heights. However, there are certain things that your agents should stay away from. Few are explained below.

Never lose patience

The agents will have to deal with different types of people. They may be rude, shout or even abuse. The agent must keep his cool and in case if a client misbehaves, they should be given the freedom to report it to the higher authority. This keep their morale up. Employee satisfaction is as crucial as client satisfaction.

Script is not the final thing

People hate robotic experiences. The agent can depend on the script initially but giving personalized support is what matters more. Reading every single line of script sound too cold and this will not help your business in anyway. However, every executive in your company must be furnished with product information, value proportions and FAQs.

Avoid making customers to be on hold longer

While you search for information, keep the conversion live rather than simply putting their call on hold. Give them attention and try to avail a personalized experience. Don’t make background record irritate them. Also don’t forward the call to higher levels in the hierarchy always. This again creates bad impression in the caller.

Keep customer confident about the customer support team

It is sure that call center agents in a call center outsourcing company may not know everything. There may be doubts or many things about which they don’t have clear idea. But never make the customer or caller feel so. Be positive and do enough work to stay updated and informed. You should guide them and conduct regular internal meetings to keep your agents vibrant.

PGBS being an experienced company offering comprehensive call center customer support services has been a regular hunt for businesses globally. The company uses most modern techniques and sophisticated tools to back their skilled and trained workforce. By making level-headed utilization of a mix of manual and automated entities, the company delivers services that are of immense quality. As there are several tactically custom-made packages, every business will find it affordable and comfortable to associate with the company. For more details, get in touch with PGBS today itself.