How to take good calls.
Right from the start of his career, a contact center agent must follow a pattern that he can routinely implement on every inquiry. That way, he won't fail any call because of his mistakes. Especially for the requirements that are standard and necessary to pass calls on the quality parameter.
This article gives you simple three steps to follow on each call to become better in call handling and provide excellent customer services.
Here we go.
1) Scan the account in the beginning
As soon as you get a call, look into the caller's account while you greet him/her. Greeting is quite easy. You are proficient at it. You become an expert to open a call with a welcome note when you hear a beep, so you won't find it difficult to scan an account.
Particularly look for:
- Password if any: So that you don't fail a call for not verifying the password which is the most important quality criteria.
- The notes of the former representative who handled the call: You learn the background and get hints on how to manage the customer.
- How many times the caller has called so far: You get to understand that it's an issue call if there are many instances of the customer calling for the same reason. That helps you prepare yourself to be more careful, patient, and understanding to handle the call.
Otherwise, you know it's a regular or a first-time query if there aren't any previous logs.
Doing this, you have already established a good base, and you can channel the rest of the call in a positive direction.
2) Hear the caller out
As soon as you have asked 'how can I help you today?' Focus on each word the caller says next. If you are not good at multitasking, leave everything else and concentrate only on what is being said. After the customer has finished stating the query, you must be sure whether you got the issue or not. If you still haven't understood the purpose of the call, probe and seek for clarification. It is imperative you comprehend the query right. Then only you can take the required action. Failing to do so will only make the call a complete failure. You don't want to do that. Do you?
3) Do the required thing
You have verified the customer. You have seen all the previous records. You have understood the inquiry clearly. Now, take the correct action.
While resolving the issue:
- You must never take action that your process/department doesn't allow.
- Do not create exceptions just to get rid of the caller.
- If the instructions manual is clear, do not take manager's approval.
- Do not give false hope to the customer that speaking with your supervisor or anyone above should resolve the issue.
- Provide alternatives that callers will find as useful substitutes.
If there are no options, educate the customer properly why can't the issue be resolved and what error the customer has done that makes the issue unresolvable.
The steps are elementary and efficient simultaneously.
Below are the benefits you will get if you follow these steps:
- You will form the right habit that will never fail you.
- You will follow the correct method and practices.
- You will rarely make mistakes.
- You will become perfect.
- You will maintain your AHT (average handling time).
- You will be a performer at work.
- Your KPI's (key performance indicators) will be rewarding.
- You will be effectively able to handle any calls including issue calls.
- Happy customers will give you a good score in surveys.
- You will be assertive while giving options.
- Callers will believe you.
- You will love your job.
- You will be a role model to others.
Implement these steps and become a customer service champion. Making these recommendations as a habit will develop more good habits to enhance your career in a fulfilling manner. That is what makes you an excellent customer service representative.