Your Business Relies on Your Call Centre’s Success

No matter your role; whether you are accountable for the sales or customer service at your call centre, you need to ensure that all your employees provide the best service possible.  Your business relies on the success and efficiency of your call center which in other words translates to the quality of your customer service. We invest in customer service quality with the following advice on how to improve upon the efficiency of your customer lifeline.

Never Underestimate the Importance of Call Logging

With CRM software that automatically initiates call logging, you take the burden for this task off of your employees, who may be more caught up in trying to help the customer than in remembering to record all of the necessary data. Call logging enables you to know immediately who last spoke with the customer, call outcome and what promises, or assurances were made.  How can call logging ensure a fair process for employees? As an imperative customer service tool, call logging can take the burden of an employee’s shoulders so that they can concentrate on assisting the customer instead. Safe in the knowledge that every detail of the process is documented, call centre staff members may focus on listening and solving a problem instead of trying to remember and write down essential details.

Furthermore, for those customers who insists that “The girl I talked to yesterday said she will send me an email” or, “the person I spoke to yesterday said I can have a discount” call logging can be a safety blanket to always verify a previous conversation or details pertaining to a case. It also ensures that your call centre workers have extra incentive to implement great customer service. Knowing that their conversations are recorded of course.

Is your Call Center Training Employees in Phone Etiquette?

You may assume that most employees simply understand basic manners and respect when talking on the phone, but it may surprise you, that a lot of individuals may be missing this. This is especially important when it comes to older individuals who tend to take phone etiquette quite seriously.

It is essential to train your employees in the following to promote and sustain professional and beneficial phone etiquette:

·         Train your employees to smile when on the phone with customers or clients. It sounds strange but smiling makes your voice sound warmer and friendlier. In return customers may also be warmer and less agitated.

·         Make sure that your employees understand that keeping your customers up to date is important. Whether the situation is short-term or long term in nature, customers are easier to maintain when they have all the facts and feel like they are being kept in the loop.

·         Empower employees to practice active listening. Before speaking to clients, listen carefully to ascertain what you can help them with. It is also important to not interrupt another person whilst they are speaking.  This may be difficult as some clients may speak for very long periods, but fully listening and understanding what the customer wants and needs is a sure-fire road to great customer service.

·         Make sure everyone understands how useful the hold button can be. Proper etiquette requires that the hold button should preferably be used when an employee is speaking to another individual that is not the client. Or just be polite and place a client on hold with their permission whilst you are further investigating their query

Create and Perpetuate an Uplifting Call Centre Culture and Pleasant Work Environment

Many customer care workers find it to be an incredibly stressful job due to the amount of negativity your employees may have to deal with daily. By uplifting the work environment, you can ensure that your employees – and therefore your clients, are happier. Incentivise great customer service and recognize achievements. A smart and successful call centre manager can also offer staff members opportunities to take breaks between handling difficult customers. A winning recipe is the ability to share successes with the office to promote unity and team spirits. We firmly believe that employees work better in a positive working environment, and that means that you’re making your customers happier too.

We elaborate more on sales related topics and tasks with 10 Essential Salesforce Metrics for Every Company to Track and don’t forget, Zapro Digital can support your company in developing CRM technologies that makes business sense.