How your customers view you as a company, often dictates the success or failure of your business. No matter how accomplished you are in your core process, if your customer-facing team is not up to the scratch, then you risk losing all the goodwill that you have generated through your product/services. This is the primary reason why the inculcation of call center etiquette in representatives by businesses has become so crucial. If you can’t do this on your own, the call center should be outsourced.
5 Must-Follow Call Center Etiquettes
Whether you’re in a small or big business, the behavior of your call center agents is crucial. A bad customer word travels at lightning speed, which is why ; you can’t afford any laxity in call center duties. The perfect way to improve customer behavior and ensure customer satisfaction across all channels is to instill the right strategy by promoting the right labels in Voice & Accent sessions. Five of the most significant call center India Outsourcing tags are below:
Hold protocol and use of mute – If you unjustly use hold and mute buttons, you should know that there is something very wrong with your call center procedure. In many call center processes, the agents use these buttons for their personal comfort. Such officials also do not follow the right hold protocol, leaving the caller in a state of lurch. By telling the client that you will be gone for the estimated length of time, this scenario can be easily averted. Agents should provide this information as part of the hold protocol taught to them by their V&A training. Also, when it comes to mute, the agents should only use it when there is a crisis-like situation e.g. a sudden alarm. Putting a call on mute is like saying to the agent that you do not actually care.
- Ownership of the call – Some representatives talk as if the company for which they work is forcing them to talk that way. Statements such as “They do their utmost to fix the issue.” Or “They will get back to you whenever they have time” are totally out of place in a call center procedure. The time an agent picks up the call, he should know that he represents the company and takes the owner of the call. Using words like ‘I’, We and ‘Our’ conveys to the customer that you represent the company. This instills trust in customers and they are able to talk more openly about the issue. Whether you are running an in-house operation or are a call center outsourcing vendor, your agents should be capable of taking ownership of the call to ensure that your services are effective.
- Not interrupting the customer – ‘Customer is god in the business globe is a well-known proverb. Some officials do not even treat customers as human, let alone god, though. Some representatives, especially the qualified ones who think they know everything, often cut short customers in the middle of a sentence. They may believe in their minds that they are helping their own company by reducing Average Handling Time (AHT), but they are efficiently doing a important disservice. Such practice undermines the client and he feels dominated. Such behavior can completely alienate the customer from the debate and at the same time enrage him. Although there are instances where it becomes essential to stop the customer from indulging in a monologue, such occasions are rare. On a regular basis, such a malpractice can adversely impact the performance of a call center.
- Using the words ‘company policy’ as an excuse to get out of an argument – While it sometimes becomes compulsory for a call center officer to use the words ‘ business policy’ to inform clients that they are bound by it, it is an significant turn off for clients to use it ever so frequently when there are other methods to fix the problem. An agent should always try his best to meet client demands. In case, he is unable to do so, he should use another way to convey the information instead of using the word ‘company policy’.
- Not avoiding calls by using VoIP phone malpractices – This is a lesser-known problem with the call center, but it can have a important effect. Some officials use illegitimate methods to prevent calls involving fiddling with VoIP telephone environments or messing with call center software. Although it does not seem to hamper customers ‘ ground knowledge, it does. When an agent makes himself unavailable by using such illegitimate practices, the number of calls in the queue increases. Hence, other agents get pressured into finishing the calls they are taking, which negatively impacts customers’ experience.
A call center requires all agents to follow basic labels that are deemed essential for call processing to be efficient. The most important among the many are the above-mentioned 5 marks.
We, at Noidaexim, are a call center outsourcing company with rich experience in handling all types of businesses. We always ensure that our agents follow the best practices and adhere to the basic etiquettes for the success of your business.