It’s easy to assume that answering the phone is a pretty simple task. Receiver is lifted, vocal chords engaged and communication ensues. However, the ability to handle any call is in fact one of the most impressive feats in human psychology. The moment the voice on the end of the receiver begins to speak, we are unconsciously assessing the caller’s mood, whether we can assist with their problem and how we should respond.
Even if you aren’t on the phone as much as a call answering company, chances are, picking up the phone is a big part of your business and it can be mortifying to find yourself lost for words. And let’s face it, we’ve all been there.
In an effort to reduce those moments of not knowing what to say, we’ve compiled some nifty tricks to help you answer even the trickiest calls.
The truth of the matter is that sometimes you will be asked a question to which you don’t know the answer. This is particularly problematic if the person on the other end of the phone is becoming irate or impatient, because all too quickly you can find yourself becoming flustered. The most important thing in this situation is to keep calm and not be afraid to pause for thought.
If you don’t know the answer, but know a person who would, putting people on hold briefly can allow you to transfer them or get a message from the person you need. Equally, if you have no idea how to help a customer and also no idea as to who might be able to help them, then you also need to give yourself the time to find out. As long as you don’t keep people on hold forever, then giving yourself a moment to consider what to do is not only fine, it’s necessary.
On the phone, in a meeting, heck, even in your own household, giving yourself pause to think is no bad thing. A few moments of silence shouldn’t be scary for anyone, honest.
It’s a classic tale, someone calls and demands to speak to a co-worker who isn’t there, or pushes for information you don’t know or can’t give out, and once again you have to be the gate keeper.
It’s easy to lose your head when you have a caller determined to get their way, but there are some great tricks to manage the situation without seeming flustered:
Publish Date: March 28, 2017 5:00 AM
|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
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
PH: (+61) 406 501 368
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
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