If call center agents are able to apply the techniques described below, it is possible to improve productivity and at the same time reduce future customer complaints.
No false hope
Never under any exception give false hope to a customer. If at first we are not able to give an answer to our client, it is even better to move the conversation to another time. To resume it later. But not because we want to give a quick answer and in the moment we must never give a false answer.
Every second counts
When we call a client we have to understand that we are taking time out of their life at that moment. The best thing to do when calling a client is to ask them if they have the time to process our call. If not all we are doing is wasting the client’s time and ourselves as an agent.
Generate interest in the client or listen attentively
When talking to our customers, it is important to always address them by name. what is more complex when using a software call center is the first time we call. There are more ways to improve our call center and from the inside. Motivating employees is a way to have staff with a proactive attitude. Employees strive harder and come to see the business more as their own when they know that there are certain goals as incentives to achieve. When offered incentives, call center employees strive harder to achieve these.