Improving the service provided by your call centre is a crucial issue of customer service delivery. How can you boost it? When phoning a call centre, you’ve probably heard more than once that the conversation will be monitored for quality. But does it really happen? Is the conversation analysed? Are the necessary conclusions made? The truth is that it is absolutely necessary to analyse the whole range of issues during a phone call:
- The number of times a customer has to call;
- How long it takes before a phone call is answered;
- How long it takes to resolve a problem; and
- How efficient a customer service representative is.
If you analyse this information on regular basis, it’ll help you to adequately improve your customer service. Unfortunately, the latest statistics show that more than half of the customers who contact call centres are unhappy because their issues are not resolved during their first phone call.
Call Centre - how to achieve a great level of service
Now think about how much incorrect call centre attitude costs your company. The numbers will strike you as soon as you calculate the value. The following are some key points on how to improve customer service at a call centre.
- Always look on the bright side – make your customers believe that it is possible to find a solution. You have to stay cheerful and optimistic throughout the conversation. Never use words or phrases that indicate your disappointment or frustration. Sound optimistic and speak in positive sentences instead of negative ones. Assure your client that the problem will be dealt with and resolved even if you have to ask somebody else for help.
- Show your appreciation of the call – enjoy it. As a customer service representative, you have to be helpful. Your attitude, the way you talk and the manner with which you approach your customer is very important. This will help you to establish successful relationships with the customer and to build rapport. Be respectful, analyse the problem and offer solutions. This is your job.
- Clarify everything to ensure you are understood – make sure you and your client are on the same page. Rephrase and reword if necessary; your main goal is to be understood. Explain things patiently, and use clear and coherent language.
- Be an active listener – if you ask your customers about what makes a customer experience great, they’ll probably tell you that they’re happy with the service when they are heard. What does it mean to “be heard”? It implies being understood. You can’t guess or make assumptions about what your clients need. Listen to them – it will help you avoid disappointing your customers.
- Do more than is asked – it’s always a good idea for you, as a customer service rep, to try to anticipate problems. This way you’ll make sure that a customer doesn’t have to call you back again when some other issue arises.
- Pay particular attention to the way you sound – your voice, its tone and pitch play a very essential role during a phone conversation. You should sound empathetic. Express a genuine desire to help. If, by any chance, a client perceives you as angry or irritated, they won’t be able to trust and rely on you. They might even stop doing business with your company as a result.
- Be patient, and don’t put your clients “on hold.” Respect your customers’ time – putting them on hold won’t provide a positive experience. Secondly, be patient no matter what happens. This is crucial if you wish to create a good impression and ensure your client comes back.
- Focus on personal progress – always find room for improvement. How can you do that? First, listen to the recordings of your phone conversations to see what can be improved. Always treat criticism as an invaluable source of information. Pay attention to your strengths and weaknesses to make yourself more efficient. You don’t have to be perfect, but you do have to challenge yourself to become better.