Establishing a good rapport with customers is an essential aspect to ensure good customer experience. To achieve this, every agent must remain compliant with the proper call etiquette specially developed for the call centre operations of the business. If every agent reflects a high level of professionalism and courteousness for every customer calls they take, it will not only enhance their experience with your brand but will also improve your overall image as well.
But in reality, many call centre managers and agents fail to show these qualities during calls, let alone understand their importance in ensuring quality customer service. Too often, many customers complain about being connected to agents that sound sleepy or distracted during the call. Many customers also experience agents who sound unfriendly, or worse – angry, during a call.
To avoid these circumstances, there must be a quality policy that must be enforced strictly on anyone who answers customer calls. To do this, you need to understand what should be considered as a rude and unprofessional call.
What is Rude Call?
A rude call is defined as a call in which the call centre agent is offensively impolite, vulgar, or mean-spirited. An agent may use profanity, sarcasm, or other inappropriate comments deemed unacceptable by the management.
What is Unprofessional Call?
An unprofessional call is defined as a call which is contrary to the standards of excellence and quality as defined in your agent training manual.
Knowing the difference between these two type of calls will help you actively track violations in your policy and administer the right action to any agents who will violate your rules.
To further help you out, here are some tips that will ensure excellent professionalism and courtesy in the call centre operations of your business.
1. Be Consistent
Most probably, your call centre agents have a script to follow when taking calls. Make sure that all the lines in their script are consistent throughout each call – this includes the greeting, follow-up question, and closing line. Many call centres these days also omit the line “How can I help you?” to make the call more brief and straightforward.
2. Let the Customer Speak
In reality, the last thing that agents would want to do is to interact with an irate customer. But even if handling calls from these customers can be very stressful, agents must remain calm, act rationally, and treat the caller as if they were the most valued customer.
More importantly, agents must not interrupt a complaining customer. This can be very challenging, but every agent must be trained to listen to the whole problem first, no matter how long it takes. It may compromise your Average Handling Time for that call, but it ensures that your customer feels taken care of by your company.
3. Be Competent
Having courteous agents would be completely useless if they are not capable of solving your customer’s problems and needs. All agents must demonstrate a certain level of competence to adequately address customer’s needs – ideally – the first time they call.
When the nature of the call is too technical and/or requires specialized skills, your agent must be able to transfer the call seamlessly to someone with the right skillset or someone that has more knowledge about the issue or concern.
4. Show Enthusiasm
The biggest difference between having a customer agent and Interactive Voice Response (IVR) System in your call centre operations is that the former is able to humanize the interaction between the customers and your business.
This means that your customers expect your agent to have a genuine interest in their concern, and should not feel like they’re speaking to a robot. While call centre work can be very monotonous, agents should strive to keep it fresh by taking a genuine interest in each caller’s unique situation, asking personal questions and attempting to make a quick connection.
5. Avoid Offering Personal Opinions and Biases
In relation to the previous post, agents must defer from giving opinions or introduce their own biases into the conversation. They should always take the neutral stance of controversial issues but emphasise on customer needs. Doing so will allow your agents to more effectively solve problems in an efficient manner.
Some customers may call during the wee hours of the morning due to some important reasons. Therefore, your agents must be prepared and flexible enough to give the customers important information as quickly as possible.
Providing quality service is the most important goal of every call centre. To achieve this, you need to define clear call quality guidelines that include proper etiquette for your agents. When done properly, your business will be able to establish itself as a trustworthy, honest, and efficient brand, which is critical to your company’s success.
To learn more about how you can bring your call centre operations to the next level, contact Healthy Business Builder today at 1300 833 574 and let us help you build a more efficient call centre operations and more successful business today.