Lessons Learned by the Successful Call Center

Lessons Learned by the Successful Call Center

School teaches us more than reading, writing and arithmetic – it provides us hands-on experience with life lessons. Follow these rules – inspired by early education – to make your call center the strongest it can be.

1.       Treat others the way you want to be treated

They say the customer is always right; however, it can sometimes be difficult to keep this mentality as a call center agent. Arguing with a customer isn’t going to help your business succeed – especially considering the fact that research by Gartner shows that only 15 percent of customers are satisfied with phone experiences. Kindness and patience go a long way in helping that percentage grow.

2.       If you don’t have something nice to say, don’t say it at all

For the call center, this rule really translates to, “If you don’t have something correct to say, don’t say it at all.” More than 40 percent of customers in a survey commissioned by market research firm Harris indicated receiving inaccurate customer-service information. Simply put, that just isn’t fair. Customers listen to you because they trust you and what you have to say. Keep up your business by not letting them down.

3.       Don’t make promises you can’t keep

If a customer is promised something – be it a timeframe for delivery, a service, or information – they will (and should) expect the agent to make good on that promise. Don’t be wishy-washy or make vague assumptions on behalf of your customer. Rather, be firm and honest in what you can do for them.

If you follow these rules as often in your call center as you do in life, your business will undoubtedly reap the rewards. Vocalcom’s call center software can help you get started – for more information, click here.

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