Call center representatives are the interface between a company and a customer. They communicate directly with the customers and leave a lasting impression of the company or organization. Hence, it is imperative for the call centers to train agents in phone etiquettes.
A business owner trains his employees to treat the customer or client with highest level of courtesy. But they tend to disregard the training in telephone etiquettes. It is assumed that since the person was pleasant and professional enough to make it through the interview and hiring process he can handle the calls too.
This line of thinking is faulty. Phone etiquette is a skill that must be taught, practiced and perfected. Telephone etiquette is something that is rarely noticed when properly executed but failure to practice it may cost the organization loss of valuable customers and clients.
Call centers know this. With the help of training, practices and dedication it is possible to achieve excellence in call center phone etiquettes and convert the calls into sales.
-->The agents need to be prepared for the calls. The beginning of the conversation is very important as the first 30 seconds of it decides whether a sale or services is will be fruitful or not.
-->Any caller would be impressed with the 4-part greeting and will demonstrate the organization’s commitment to service and excellence. If a phone call gets an awkward start, it can go downhill quickly from there.
-->The pitch and tone of the voice is also very important. No one likes to do business with somebody whose representatives speak in a dull and monotonous voice. In fact the voice tone forms the non-verbal component of the telephone personality. With proper training programs agents learn to control and vary the pitch and tone of their voice.
-->Try not to put the customers on hold. It causes them discomfort, puts them off and makes them unapproachable and rude. If you need to place them on hold get their permission. After that they should be updated after every 30 seconds.
-->It is very frustrating to be transferred around organization’s phone system and having to explain your situation to every person you speak with. It would be better if the person to whom the call is being transferred is informed beforehand about the nature of the call they are to receive. Never should a customer be put on a speaker phone. It is the rudest thing one can do to him.
à When the message is taken, the customer should be get a return call within 24 hours so that he gets the information. Even if his problem is not solved, yet he should be informed about the progress.
-->It is very important to build rapport with the caller. The agents need to identify whether the caller is a high powered businessman or a soft-spoken elderly person and then they have to be assisted in appropriate way suiting their personality and need. Speaking clearly is also a part of phone etiquettes. The language used also plays a very important part as negative words or phrases put the caller off quickly and it is likely that he would not like to come to you again. Always treat your caller as you want to be treated over the phone. Better still; treat your caller as your boss or owner of the company; that will keep you attentive.
The agents are functional entities of the call center, so they should be examples of practicing phone etiquettes to perfection maintaining uniformity, professionalism and courtesy at all times.
