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The Yes and No’s to working in a Contact Centre - Telnet - ContactCenterWorld.com Blog

The Yes and No’s to working in a Contact Centre

Yes and No’s to giving great customer service when working in a contact centre

Yes’s

Give the customer their identity

Remember their name and use it in the conversation you have with them.

Talk AND listen

Remember that when you are dealing with a customer, they are wanting you to fix their problem and they are wanting you to reassure them that everything will work out in their favour. It is important to listen as much, if not more than you talk.

What does the Customer want?

Do you know what the customer is wanting and do you know their problem? You need to focus on that, rather than the ‘aim’ or ‘goal’ of up selling or closing a sale. You are solving a problem, NOT being a Sales Shark.

Measure

We honestly can’t put enough stress on this and we mention it any chance we get. You need to measure the success of a call, or the satisfaction of the service you have given. If you aren’t measuring, how do you know if you are doing a good job, or solving the issues at hand?

 

No’s.

Do not get frustrated with the customer

Sometimes the customer can get you frustrated and can make you want to lose the plot with them. Not everyone has unlimited patience come to them naturally.

Don’t only rely on the script

Scripts are great to use when you are in training, or when situations are getting tricky. Sticking to a script will save you. However, what about the conversation that makes you human? You can have conversations with you customers without breaking any rules.

Don’t admit that you have no idea.

You can say that you are unsure but that you will find the information out, but you can’t admit that you have no clue. That will not only upset the customer, but they will quickly start to doubt you and your job.

Don’t put your customer on hold

This is another killer of Customer Service. No one enjoys being put on hold, it’s irritating. Sometimes it is necessary so that you can find the information you need. However, you can’t constantly do this to your customers, it gets annoying and becomes frustrating.

 

Source: http://telnet.co.nz/uncategorized/2949/

Publish Date: April 18, 2017 5:00 AM


2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

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.
PH: 508-862-8600

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.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 



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