Call centres, as the name suggests, handle calls, whether outbound or inbound. On a daily basis, agents call or answer calls. And these people are total strangers. Well, there are other tasks such as administrative work, but the main thing to do is to talk.
Talking is an everyday thing. It is one way of expressing oneself to other people. A word or sentence can be interpreted in many ways depending on the words, the tone of voice, and actions used. But if talking is part of the livelihood, then it is time to make an effort to control it. So here are tips on how to improve your team's in conversation skills over the phone.
Whether you are placed in outbound or inbound, the last thing you want to happen is to stutter and fumble. Outbound agents should be proactive to get information about the prospective customers you are calling to be able to provide better service, while inbound agents should get information about the caller to solve their issues faster.
Have a positive disposition
How you look while working does not matter since customers don't see you. However, having a positive disposition will affect your brain in producing words and actions. Some may think you look crazy, but what matters is what you are saying since it is a phone call.
Be clear on everything
Being clear does not only mean on diction alone. This also involves on how articulate you can be with words and explaining things. Since talking is the job, it is important to be able to speak clearly so that the other party can understand what you are saying. Spare the customer from embarrassment in asking again and again what you are saying because this can damage on how they view the business.
A telephone conversation can be hard to do every day, but with practice, it will eventually become a breeze. No matter how difficult it can be. These tips can serve as a guide for new or experienced agents from contact centre outsourcing to be able to provide better service to customers.
Publish Date: February 13, 2017 5:00 AM
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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