In this day and age of competition, people are forgetting basic behavioral etiquettes. The cultural shift is pretty common in different parts of the world. But one place where you cannot compromise etiquettes is call center services. An agent needs to be at his best behavior with the customers and a manager needs to behave well with the agents to keep them motivated and positive, and so on. In all this, etiquettes play a major role
The Need for Disciplined Call Center Services
Do you know that even a single mistake by your agents can have a negative impact on your overall business operation? For example, if an agent behaves badly with a customer and the customer starts slandering your brand, then you not only lose that customer but also others who are influenced by his negative opinion of your company. Scouring the right talent for call center operations is less about the actual skill and more about finding people with the right attitude. For most companies who run makeshift in-house call centers, it is very difficult to assemble the right agents. On the other hand, good call center outsourcing companies understand theses processes inside out and only hire people with the right attitude.
Traits of a Quality Agent
Whether you run a customer care operation or an aggressive telemarketing campaign, the agents should always have a polite demeanor when talking to the customers and prospective clients. Below are some positive traits of an agent that can become beneficial to your process:
Ability to maintain temper when customer is irate
Youngsters of today are aggressive and may not take it kindly if the customer is irate. They might resort to replying in kind, which may make the situation even worse. But when you outsource call center companies, you access the services of agents who have already handled such situations in the past. They know how to control their temper and pacify the customers.
Minimize hold and mute times
Hold and mute are often used by agents to just pass time or for taking small rests. This is a horrible practice. It can aggravate your customers so much so that they might leave your services without even giving you any hint. The best agents are sensitive towards customers and only use hold and mute sparingly.
To ensure a quality call, it is vital that agents maintain some sort of rapport with the caller. A positive rapport enables agents to get excellent CSAT from the customers. High customer satisfaction leads to the growth of a process in a positive way.
When the customer is in a bad mood or facing a difficult situation, the agents should be able to empathize with them. Showing that you care actually helps you receive positive feedback and call-handling becomes that much easier.
Enthusiastic call greeting and ending the call on a positive note
Regardless of what happens on a call or how an agent’s mood is, the opening script and the final script should always be positive. It is found that agents who leave the customer with a positive frame of mind get better results. Most seasoned call center outsourcing companies know about this and have Quality Analysts (QAs) who rigorously check if the agents are doing well while opening and ending their calls.
At Noida Exim Pvt Ltd, we are committed to delivering high-quality call center services to your customers, which is why; we always hire the best agents with the best etiquettes for the job. After hiring our agents, we instill them with a spirit to help customers, so they always maintain a high level of customer satisfaction.