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Our Call Centre Manifesto - Answer-4u - ContactCenterWorld.com Blog

Our Call Centre Manifesto

The thing which separates the great from the good is very often attention to detail. Here at Answer-4u, we strive to be the best in the industry, which is why we take a lot of time in training our staff so that they, in turn, can be the best support to your business.

As such, our training has some core principles at the heart of it, and it’s these beliefs which act as the foundation for all the work we do.

Knowledge Is Power

We know how frustrating it is as a customer to speak to a representative who clearly doesn’t know the product or service very well. It wastes time, infuriates all involved and reflects badly on the business. As such, we dedicate a vast amount of time in training our agents for each individual client, and only when they know your business inside out, do we let them represent you.

People Like People

Scripts that won’t be deviated from are one of the number one pet peeves of many people. in many ways it’s more infuriating then being put through to an automated service, because while a human could go off-script, in many companies they’re prohibited from doing so, leading to many circular and frustrating interactions. While our agents adhere to guidelines set by you, we actively encourage that the human touch isn’t missed and that active listening and empathy are employed in each call.

People Like Individuality

In much the same way people dislike speaking to a robot, nor do they like being treated as one. We make a point of our agents using CRM systems which give them all the background details they need for each customer, including their name and the back-log of their interactions with us. This personal touch combined with being ‘on the ball’ makes your customers feel that they are valued and in safe hands, and means they don’t have to explain who they are and the nature of their enquiry over and over.

Be Bold, Don’t Hold (For Long Anyway)

It’s easy when the panic sets in for agents to get a little over-enthusiastic with the hold button. Of course, our agents are only (albeit brilliant) humans, and there will be times when they need advice or help from other colleagues. We encourage that agents seek help when they need it, but to also use the hold button sparingly and for short amounts of time, continually checking back to reassure the customer they are handling the situation. These little habits can make all the difference when handling a tricky call and ensure that your customers go away feeling happy with the treatment they received.

Simple Right?

We know, they aren’t exactly groundbreaking rules really, and yet in our experience talking with many business owners over the years, it seems that many agencies similar to ours simply don’t employ them. In customer service, a little attention to detail goes a long way and it’s by using rules like the four above that help us do that day in and day out.

Source: http://www.answer-4u.com/news/our-call-centre-manifesto/

Publish Date: November 7, 2017 5:00 AM


2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

5.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

6.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 



View more from Answer-4u

Recent Blog Posts:
If You Think The Telephone Is Outdated, Think AgainNovember 21, 2017 5:00 AM
Our Call Centre ManifestoNovember 7, 2017 5:00 AM
Choosing The Support That Best Suits Your BusinessOctober 17, 2017 5:00 AM
Speech Analytics and How It Benefits Your BusinessSeptember 12, 2017 5:00 AM
What Makes Our Call Centre Different?August 29, 2017 5:00 AM
The Big Changes We Expect in The Call Centre IndustryAugust 1, 2017 5:00 AM
The Weird & Wonderful: Mobile Phones of The Future.July 25, 2017 5:00 AM
Phone Facts: Dazzle your Friends and Impress your NeighboursMay 9, 2017 5:00 AM
How To Handle Any CallMarch 28, 2017 5:00 AM
Call Answering Services: The MythsFebruary 7, 2017 5:00 AM

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