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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:

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


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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.
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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.
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