Call Center Management Featured Article
How to be the Best Call Center Agent
Call centers can be a make or break for businesses. If a customer calls in with a complaint or concern and gets a disengaged or rude agent, the chances of giving the brand a positive review or shopping at the retailer again is very slim. Fortunately, there are some tips to help call center agents better deliver the best customer service to keep customers both happy and coming back.
Always listen to what the customer has to say. Do not offer up any resolutions or answers without thoroughly listening to the whole issue. Interrupting, even if an idea pops up, is inappropriate because the customer needs to vent. It is their time to express frustration. In many instances, once the caller says all they have to, they will calm down and the agent can offer the proper resolution. Just be patient because, in that moment, the call revolves around them.
Be extremely personal like the caller is a friend and that starts by using their name. Being conversational and friendly will put the customer at ease and more willing to accept what an agent has to offer. Yes, agents must give the caller what they want but not go to extremes. Free shipping or coupons can go a long way for someone who is a frequent shopper. Agents want to keep them as a consumer and remember, the customer is always right.
Placing blame on other people serves no positive purpose. By apologizing in general for any inconvenience but promising to rectify the situation is the best course of action. But remember to never make promises that cannot be kept.
Finally, be happy when speaking to customers. Just smiling as an agent is handling a situation goes very far for callers. They can sense when someone really cares or when someone is just trying to appease them.
Apply these skills and watch retention go up.
Edited by Ken Briodagh