Much attention is given to the technology used in improving call center interactions, but even the greatest solution is all for naught if the agents at your organization are unable to effectively handle the equipment to assist customers with their requests.
It may be surprising to hear, but being able to relate with customers through fundamental communication skills – be it through phone, e-mail or other types of written communication – is more important than having extensive background in the technological arena in which your call center operates. That aspect of the job is certainly important; however, unlike that information, which can be learned, the ability to understand the needs of customers is much more difficult to teach.
Listening is Vital
When a customer calls in (or writes in) with an issue, there can be a tendency for call center agents to address the concern as quickly as possible, listening for certain keywords and moving the consumer along. Too often, though, this rushed behavior can lead to the consumer being inadequately assisted during their next step and they may even end up back on your phone line with the same issue.
Honesty and Transparency are Paramount
Every customer should know what he or she is getting, not just from the products and services they purchase, but from the experience that they have when reaching out to your call center. Agents should never attempt to hide inconvenient truths from customers just to make their own job easier. Be transparent and honest; you’ll not only retain current customers, but gain new ones due to the great word of mouth that is sure to follow.
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