5 Tips for Having Better Conversations in the Call Center - Talkdesk - ContactCenterWorld.com Blog
What is a call center designed for if not talking on the phone? Whether you’re an inbound agent or an outbound rep, the bulk of your job is speaking to strangers on the phone. Sure, there’s after call work and other administrative tasks, but the most important thing you do all day is talk.
We all know how to talk. We do it every day, whether it’s chatting with friends, texting our parents, emailing our boss or scolding those hooligan teenagers across the street.
In every situation and on every channel, there are different ways we express ourselves. This includes different vocabulary, mannerisms and tone. We make these changes intuitively.
But now that your livelihood depends on your telephone talking skills, it’s time to move from what you intuitively think is right, to consciously making an effort to do things well.
Here are a few tips for having better telephone conversations:
1. Be prepared
Whether you are inbound or outbound, the last thing you want to do when you get someone on the line is start fumbling. As an outbound rep, it’s your prerogative to be informed about the prospect you’re reaching out to. After all, you called them! For inbound agents, the more information you have about the caller, the quicker you can resolve their issue.
2. Smile and sit up straight
Even though the person on the other end of the line can’t see you, adopting welcoming and professional body language sends a signal to your brain to speak in that way. For this reason, it also makes sense for you to dress professionally and keep a clean desk, even if you’re working from home. The more you put yourself in a serious, professional environment, the more it will be reflected in your conversations.
Face-to-face conversations involve speakers reading each other’s body language. Unfortunately, on the phone, all of those cues are lost. This means that it is absolutely essential for you to speak clearly to ensure that the other party understands what you are saying. Don’t put them in the embarrassing position of having to repeatedly ask for clarification. That will leave a bad taste in their mouth that will taint their view of your company.
Central to treating someone with respect is listening to what they have to say! If you are using a browser-based call center solution, there may be some temptation for you to click around. Likewise if you work in a busy environment, you may get distracted. Do everything you can to stay focused on the person on the other end of the line. That’s the telephone version of maintaining consistent eye contact.
5. When in doubt, ask
Speaking to someone from a call center may sometimes feel like it’s a handicap to communication. When you feel you’re not connecting, use the most powerful tool in your toolbox: your words. Instead of guessing how the call is going and whether the other person is getting what they need out of the conversation, ask them directly!
Telephone conversations can be difficult, but they get easier with time. The longer you work at a call center, the more you learn to adapt to different situations and types of callers. Employ the above tips to help make your conversations more efficient and pleasant.
Publish Date: June 8, 2016 5:00 AM
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