For this very reason, how your call center agents interact with your callers is of the utmost importance. Your phone representatives are the face of your business and how they speak and act can have a positive or negative effect on your public reputation. If you want to improve your customer service over the phone, then here are five things you can do to help you achieve your goals.
A person’s attitude can easily be represented in their tone of voice. So, if your agents speak loudly or they sound aggressive, even when they are sticking to the script, they will almost always present a negative image in the mind of the caller. On the other hand, a quieter voice shows more respect for the caller. As a result, call center agents should always start off the conversation by speaking softly.
Have Language Standards in Place
Using curse words or other aggressive words, should never be permitted during a customer service call. Your agents should be fixing problems, not engaging with callers or escalating the calls. Inform your agents to use courteous, caring, and thoughtful language at all times. This shows the caller that your company employs professionals who take their issues seriously.
Happiness is infectious and when your call center agent speaks with happiness in her voice, your customer will hear it. When your call center agents are happy, they’ll be more capable of making your customers happy and that’s the benchmark of an effective customer service department.
It is always easy to identify a new call center agent, but if that agent is trained well, then a positive solution is still attainable. If you truly want your customer service department to deliver on your promise, then your agents need to receive ongoing training and support so they can be as effective as possible.
Drop the Automated Voicemail Service
Nothing frustrates a caller more than getting a voicemail message. Instead, provide your callers with 24/7 live agent support so they’ll always reach someone whenever they choose to call. This not only shows your customers that you care about their satisfaction, but just imagine what kind of effect this type of customer commitment will have on your brand’s reputation.
CallNET’s Answering Service in Charlotte, NC Makes Great Customer Service Easy
CallNET provides exceptional answering services in Charlotte NC that are capable of delivering the type of results you’re looking for in your customer service department. Our highly-trained agents answer every call within three rings so your customers never have to wait to speak to a live person.
From after-hours customer service to anytime order processing and more, CallNET has a full suite of services that can be easily customized to any business’s needs. With our custom plans, you only pay for the features you use and nothing more. Best of all, you can try CallNET’s answering service in Charlotte right now at no charge for a limited time. Sign up today and see for yourself how our state-of-the-art answering services can help improve your customer service.
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