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Tips for working in a call centre - Telnet - ContactCenterWorld.com Blog

Tips for working in a call centre

Call centres handle a huge amount of calls and are sometimes stressful places where you can forget the basics. But being in a call centre, you are often the only point of contact customers have with the company. Here are a few starter tips on how to work in a call centre.

Be polite:

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First and foremost, customers hate bad Customer Service. Being polite will not only make your customers feel special, but they will most likely be more willing to co-operate.

Treat customers like individuals:

Understand that each customer is an individual with individual needs is the first step to a happy customer. Treating all customers as if you are a robot will only anger them and probably make them regret calling in the first place.

Keep calm:

The worst thing you can do it get angry or worked up. In a call centre, you will come across so many different callers so it’s essential that you keep calm, even when this isn’t your first instinct.

Be interested

Or if not, at least act interested. This will help to make the customer feel relaxed and makes you seem personable. Great Customer Service starter tip.

Show competence

When someone has called for help, the worst thing is when they feel that the person on the other end has no idea what they are doing. Show that they are wrong. Be confident that you know what you are doing. Not only does this help the whole situation by making the customer feel at ease, but it will stop the situation from getting out of hand.

Show that you care

In fact, one of Telnet’s core values is that ‘We Care.’  This applies in every situation in life. But when in Customer Service, showing the customer that you care will make the whole conversation flow with ease.

Don’t be biased

When a customer calls with an issue, they will be wanting help. You can’t go into the situation already thinking that they are wrong and not wanting to help them. You must take every interaction as a new one, with a fresh mindset and understand that the customer doesn’t know everything that you do.

Source: http://telnet.co.nz/uncategorized/tips-for-working-in-a-call-centre/

Publish Date: March 10, 2017 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

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.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

4.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

5.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

6.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier
PH: 213-943-2023
 



View more from Telnet

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