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As one of the most renowned call centre outsourcing companies, managing outsourced customer service for 100s of clients, we understand the pressure customer service agents are under to satisfy the customer in every call. This, more often than not, involves providing an instant result or alleviating the customer’s apprehensions. There are times when this task becomes impossible and the caller utters the most dreaded words in a call centre - ‘let me speak to your manager”.
This could occur in two scenarios. In the first instance, the customer could make the request as soon as the call is connected. In the second, the conversation descends to a juncture where the customer feels that they only to resolve an issue is to speak to a superior in the call centre outsourcing companies. Whether the request was made escalating request was made immediately or subsequently, it lands the call centre agent in a dilemma on what course to take - comply with customer’s request immediately and disrupt the manager, which also puts a question mark on his ability to handle complex scenarios or try to change customer’s mind which can also backfire and may further infuriate the customer. On the other hand, with the right skills and judgement, the call centre agent can handle the situation at his end.
Most of the call centre outsourcing companies hold extensive training, mock sessions and case studies to train their call centre agents on how to handle such scenarios. This post explores the ways to do so.
Scenarios 1:
Encourage the customer to open up and talk to you
A call center agent cannot solve a problem if the customer refuses to explain it. He simply demands to speak to the manager. This implies that whatever led to the demand was a pre-existing condition before the phone conversation started in the first place. The task is to decipher the preceding conditions leading to the present call. For esclation handling, call centre outsourcing companies should first and formost train their call center agents on how to get the customer to open up? To begin with, call center agent should acknowldge that the caller is upset and politely ask somethig like ‘Sir, I understand that you are upset and I am guessing it is because somewhere we failed to meet your expecations…’ Since you are already admitting the responsibility and showed that you are willing to understand his problem, chances are that he will gradualy start explaining you the issue.
Decide what to do next
If the call centre agent successfully pulled off the step above, the customer would most likely tell him his grouse with the company or its product. The next step for the call centre agent would be to determine if the problem is one he can solve on your own or it indeed required a manager intervention. This is specially crucial if you outsource customer support to call centre outsourcing companies because this decision really depends on the level of authority that outsourced customer service agents have.
If the call centre agent can solve the problem without recourse to the manager, instead of telling the customer that you will be handling it, ask if he will allow you to resolve the issue for him. Hopefully, given the rapport you have built, the chances are that he would reply in affirmative but if he does not, it may be a good idea to pass on to the manger, that all call centre outsourcing companies usually have one board, without further insistence.
Refer To a Manager
As much as you want to solve every problem, some customers are simply adamant and wouldn’t listen to your advice. For these kinds, the best option is to refer them to the manager the previously requested for. However, it’s best to offer to have the manager call them back. This gives the manager adequate time to understand the customer’s needs before taking the call and gives some time to the customer to cool down a little. Just make sure that you do keep your promise and call back is made. All call centre outsourcing companies managing outsourced customer service should always have a manager on duty for such escalation calls.
Create a Team of Expert
A major issue in call centre outsourcing companies is that managers are spending a major chunk of their time handling escalations calls rather than improving performance. While this advice is directed towards call centre outsourcing companies ratherthan to individual agents, it is an effective way of dealing with escalation. It would be best for the call centre outsourcing companies to have a dedicated team of experts for dealing with call escalation. These individuals should work directly with the managers to ensure that the right answers are given to customers
Scenario 2:
The Delayed Request and it’s Prevention
This is where the demand for the manager isn’t immediate. This can be particularly demoralizing for reps of call centre outsourcing companies because it indicates that the customer has lost confidence in the prospect of the call. There are several reasons why the customer could make the request in this instance. Some of the prominent reasons are as follows:
The customer evaluates the conversation so far and finds that no progress has been made.
The rep is perceived as lacking in the prerequisite knowledge to solve the customers’ problem.
The customer thinks the customer care agent doesn’t understand his problem.
The rep uses words that give the impression that he cannot solve the customer’s problems.
The appropriate solution when this occurs is to immediately transfer the call to an adequate manager. But, it would be important to understand how to avoid this situation.
The following are ways to do so:
Understand Customer Emotions
Agents of call centre outsourcing companiesneed to understand how to pick up cues from the customer’s tone. Before the customer demands to speak with a superior, there must have been subtle cues in the conversation that helps the rep discover where the customer is at. If the tone of the customer shows frustration, you should immediately empathize with him and quickly give positive assurances.
Knowledge is essential
This tip is more important for agents of call centre outsourcing companies. Because such a rep doesn’t work at the company, he needs to go the extra mile to understand the business and key components of the company. Consequently, when he speaks to the customer, the knowledge gap isn’t evident. There should also be constant knowledge refresher about processes in the company.
Have the Next Step in Mind
It’s instructive to have a checklist at the back of your mind when speaking to a customer. The conversation with the customer should progress according to that checklist. Hence, when you fail to make progress, you can quickly guide the customer to the intended end. This checklist should be flexible depending on the purpose of the call and the customer’s needs. Call centre outsourcing companies should hold mock calls during training sessions so that agents can prepare themselves.
At LiveSalesman, we understand how to manage conversations. Our representatives understand the psychology of dealing with all kinds of customer and would ensure that the escalation rate is reduced to the barest minimum. If you are looking to outsource customer support, get in touch with us.
NobelBiz OMNI+ NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more)Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with the expectations of your customers while driving your employees' productivity and controlling your operational costs.
Are you ready to provide exceptional customer experience?
The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively.
- Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen.
- Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence.
- Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow.
CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes: CCaaS: Talk Desk, Five 9s, Nice, Genesys and more SIP Trunks: Many Global Providers to lower cost and improve operational efficiency SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility. Our service are at no cost to our customers. We look forward to meeting you!
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6.)
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.
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say... (read more)CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say goodbye to internal IT concerns, hardware costs, and service downtime with our cloud-based softphone. Everything your team needs to succeed and scale is on their computer or smartphone. Our UCaaS platform grows with you, with flexible month-to-month agreements and no price-per-head or user costs. You can manage remote staff, access virtual voicemail, and forward calls to any device around the world.
From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
contactSPACE Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
𝘀𝘁𝗼𝗿𝗺® Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify Huddle Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience... (read more)Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience by turning data from customer interactions into action, making an intelligent impact on your business that leads to exceptional customer experiences. We are proud to help record, analyze and improve millions of customer interactions every day.
Microsoft Teams Contact Centre Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
uContact uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound) - SMS, Email & Webchat in a Unified Inbox - A Call Center Designed CRM - Completely Customizable Reporting - Gamification - Recording - Voice Broadcasting - Quality Control - Live Coaching (Spy, Whisper, Collaborate) - Many More Features & an Open API.
Intelligent Contact Center Suite The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing. Key ROI metrics: • 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls • Answering Machine Detection rates averaging 85-92% • Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery. Core features • 100% TCPA-compliant auto dialer platform • Unlimited line capacity and instant scalability • Call recording and data storage (included) • No agent s... (read more)The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing. Key ROI metrics: • 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls • Answering Machine Detection rates averaging 85-92% • Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery. Core features • 100% TCPA-compliant auto dialer platform • Unlimited line capacity and instant scalability • Call recording and data storage (included) • No agent seat fees (ever) • Modern user/admin interface (create campaigns/ IVRs in minutes using sliders, drag-and-drop, checkboxes, and visual, contextual menus) • Agent Screen Pops / Dynamic agent call scripts with decision trees • Integration with payment gateways, CRMs, collection software, speech analytics • Stealth voicemail drops, automated text-to-speech, outbound IVR campaigns • Payment IVRs, P2PE integration, DTMF masking Intelligent Contacts maintains the highest level of data security and undergoes year-round 3rd party auditing and penetration testing of all production and testing environments. • Level 1 PCI-DSS Certified Level 1 Service Provider • Type II SOC 2 & SSAE 16 Type II Certified • HIPAA compliant and HIPAA HI-TECH certified
Technology Acquisition Consulting L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
LiveXchange is an online turnkey service designed to equip your corporation with the means to successfully develop and operate your own remote enabled contact center.
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
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