BPA Featured Article

As a contact center agent, telephone exchanges must be as meaningful as possible. The connection must feel personal, not like a hard pressing salesperson but rather a friend. Here are some tips to ensure agents communicate the best possible way for consumers and the business.

Personalization is key for the best possible relationship and that starts with the software installed. Whenever a caller phones in, their name, location, and purchase history should be readily available for the agent so the customer will be addressed by name, right off the bat. Additionally, smiling as you talk reflects in your voice so agents should try to follow this practice as often as possible. Happy agents breed happy customers.

Agents are given scripts to use when making and receiving sales calls but that should not steer them away from having a casual conversation with callers. Engage the caller in questions about what they like about the product and how they use it. Tell them the features that you, as an agent, most appreciate, why you like it, and how you leverage it. That gives a commonality between the agent and caller in a genuine, unscripted way.

This personalization is also a great way to sell products because it shows what consumers purchase the most. If a new product is launching, use the interaction as a way to create interest with the caller and possibly make a sale.

When agents realize all they have to do is have a genuine conversation and take a real interest with the caller, this should make for much better consumer interactions. And from that, brand loyalty will only increase making businesses very happy.  

All agents have had to be on the other end of the line before, so simply deliver the same service you would want to receive; a happy and positive experience from beginning to end.