When a caller comes through it goes without saying that they can’t see our face, they can’t read our expressions and they can’t monitor our body language. They have only our tone to go off, our inflection and perhaps most importantly, the words of our carefully crafted scripts.
Our agents might know those scripts off by heart and the Compliance team monitoring and marking the calls will pick up if you’ve missed a few sentences or changed a few words, but the caller on the other hand has no idea. In fact, it’s most likely that they won’t remember the exact words you’ve used at all. What matters to the caller is the service you provided.
I called a contact centre only yesterday, less than 24 hours ago, and I wouldn’t be able to tell you everything we discussed. I don’t remember the agent’s name nor what exact words were shared between us. What I can remember however is that I was unhappy with the customer service. It wasn’t because the agent didn’t stick to the script or tick every box compliance-wise, I’m sure they did, but I was unhappy because customer service isn’t always about what you do, it’s about how you do it.
The job isn’t always an easy one, but the caller doesn’t need to know that. Tone and manner are just as important as a resolution. People will forget what you said, they may even forget what you did, but they will never forget how you made them feel. When people call us it’s usually because they have a problem or a query. We need to make them feel listened to, understood and valued. We do this with our tone, not our script, and it’s service like this that makes the caller more willing to comply with a process or disregard how long a difficult call might take. It is this kind of service that sends the customer away feeling like the call wasn’t a waste of time.
Publish Date: August 29, 2017 5:00 AM
|1.)||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.
|2.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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