Customer Service Tips for Call Center

by Jose Luis Perez March 03, 2021
Customer Service Tips for Call Center

Customer Service Tips for Call Center. Companies that have the customer in the middle of their operation are benefiting from the increased quality of service from their interactions and conversations. Making interactions with customers more professional, personal and effective will increase customer satisfaction, with a more positive brand image and increase company revenues.

Learn more about Recordia, our Call Recording and Speech Analytics Solution

Every day more companies need to optimize and improve service techniques, for this reason we have created this article on Customer Service Tips for Call Center.

Customer Service Tips and Tricks for Call Center

Call Center Tips for Customer Service

Tip 1: Clarify customer complaints

Clearly understand what the customer’s problem is before proceeding to resolve the issue. Typically, customers will be impatient and frustrated, so clear communication must be ensured throughout the conversation to gain a clear understanding of the issue.

It’s a good idea to start with the basic questions – what, who, how, where, when, and why – to get a general idea of the problem, then move on to more specific questions to help steer the conversation toward an effective solution.

Tip 2: Be empathetic, not nice

Actively listen to the customer, acknowledge their concerns, apologize (on behalf of the company) if necessary, and do your best to convey all the information relevant to their concerns.

Let customers know that you are there to listen and help them solve their problems. Assure them that they will do your best to resolve their problems.

Tip 3: Stay positive and patient during the conversation.

As a Call Center agent you will have to get used to uncomfortable calls, when people are upset they often yell, curse and complain. But, you will have to maintain positivity and patience in the conversation, without affecting the way you respond to them.

Approach each call with the same correct attitude, use positive language, and try to steer the conversation so that it ends with a positive feeling for the call. Patience is a necessary virtue in call center work.

Tip 4: Efficiency… Efficiency!

A happy customer is one whose problems have been resolved quickly and in a timely manner, and this is the job of call center agents. We will never emphasize enough when saying: Efficiency! Efficiency! Efficiency!

To achieve this, try:

  • Give full attention to the customer while explaining the situation.
  • Have as much knowledge as possible of the products and services.
  • Be an expert in browsing databases of information to find answers you do not know.
  • Provide information as quickly as possible, but accurately.

Call Center Tricks for Customer Service

Tricks 1: Beginner? (Shhh, don’t let the customer know!)

Why? Because the client’s confidence that you will be able to solve their problem effectively will decrease if they know you are a newbie at work. Show confidence and your client will believe in your ability to help them.

Tricks 2: Always use a natural voice

A relaxed voice is a great tool to appease agitated and annoyed customers. Try to sound as calm and natural as possible, so your conversations will flow much more easily and the customer service experience will be that much better.

Tricks 3: You have to take notes

The best thing would be to have a call recording software that helps you convert the audio to text, so all the effort of the agents is focused on the conversation. I recommend that you learn more about our Recordia call recording solution.

In the case of not having the call recording solution, it is easier to take quick notes on the steps you took while serving a customer, rather than trying to remember everything you were told at the end of the call.

Tricks 4: If you are not sure, you better ask

Putting the customer on hold while asking someone to get a correct answer is preferable to giving a quick but wrong answer.

Try to have all the necessary information to solve the most frequent problems at hand and in order at all times, the result of your work will depend on it.

10 Tips for Delivering Great Call Center Customer Service

Typically when communicating with a call center, you may hear the phrase “This call may be recorded to ensure quality …”. Is all this information really going anywhere? Believe it or not, the answer is yes, and this is very important, so we provide you call center customer service tips around that.

By using a call recording and Speech Analytics solution such as Recordia, all calls are recorded and stored for later being analyzed, for example, an analysis to know the number of times a person has to call to resolve their situation, the time average attention span, the effectiveness of an individual customer service agent, among many others that will provide directors and managers with relevant information to make the best decisions based on data.

Here are some changes that can help you improve your call center customer service, resulting in a substantial improvement in your bottom line.

1. Enjoy every call

It begins with the desire to help the customer with an attitude of service. This attitude will help create a more positive connection. Treating clients with respect and at the same time being able to correctly analyze the problem will help maintain a healthy and positive relationship, and retain clients.

2. Be optimistic about the ability to find a solution

There is nothing worse than hearing “Oh no!”, “How difficult” or “I don’t think we can fix this.” Even if the situation is almost impossible to fix, try to speak with affirmations. Using more positive statements like, “I understand how frustrating this is” or “To solve this, I will put you in touch with someone who can get it done quickly,” will reduce the amount of negativity and make the client feel important and cared for. This will reduce negative comments about the company in general.

3. Practice active listening

When customers are asked what the key to excellent service is, they generally say it is showing interest and concern by listening carefully. Clarify and make sure you understand what they are saying. Don’t make assumptions based on what you think they want. Paraphrase the client’s questions. This saves time and helps avoid frustration.

4. Make sure they understand you

Call center agents and customers can often feel that they speak different languages. State your case in a way that the client understands. This may require rephrasing or explaining things in various ways, as well as using simple terms.

5. Use a calm and relaxing tone of voice

Show your empathy for each customer’s situation by expressing a sincere desire to solve the customer’s problem. An annoyed or angry tone will negatively affect customers, making it unlikely that you are a captive customer or want to make a complaint.

6. Do more than necessary

Think about and try to anticipate other problems the client may be experiencing or may encounter during the conversation. This will greatly reduce the need to repeat calls to solve more problems.

7. Waiting is not a positive experience

Respect customers’ time by explaining the reason for the hold live. You will be perceived as efficient and responsible.

8. Patience will be your main virtue and tool

The more patience you show, the more positive and effective the call will be.

9. Listen to recordings to learn and adjust

Reproduction is your best friend. Take time to listen to your recorded calls. Greater awareness of your behavior during conversations is a powerful improvement tool. See the good and take note of what was least effective for improvement.

10. Focus on your personal progress

The ultimate goal is for customers to end the conversation by saying, “I am very satisfied with the customer service. The agent answered all my questions and was very patient and knowledgeable. “And even better if you end with a phrase like this: This was the best service I have ever had with a customer service agent!”

Seek your personal improvement and challenge yourself to improve little by little, day by day. You don’t have to be perfect to be successful. Keep looking for ways to improve your skills and make positive changes.

How to boost call center excellence with the best 30 tips

At the moment of answering the phone

The way a business answers the phone says a lot about the kind of service you can expect to receive. The way you answer the phone sets the tone for the entire call.

The correct phrases said in the correct order can make a positive first impression and convey an immediate message about your business. The basic rules are as follows:

  • Pick up the phone in three rings.
  • Greet the caller.
  • Give your name or the name of your company.
  • Ask the client if he needs help and how you can help him.

Don’t make your greeting too long or overdone, as it can quickly get annoying. Nobody likes to be greeted with superfluous information, like: “Hello. It’s a beautiful day here at Recordia, the best call recording and speech analytics solution. How can I help you?”

Personalization and closeness to the customer

The way your agents approach customers is a key part of how they value and trust the company. Here are some tips for establishing some criteria when addressing callers in any way they want.

  • Again, listen to your customers; they will tell you how they like to be addressed. “I’m Dr. Stan” Call him Doctor, “I’m Mrs. Smith” Call her Mrs., “I’m Jane Brown” Call her Jane or Mrs. Brown, to be sure to be respectful.
  • When in doubt, play it safe and address your clients as madam or sir rather than miss or young man. If you want them to call you something else, they will let you know.
  • Ask permission to use the name of the caller. “Can I call you Bob, Carol, Ted or Alice?”

Remember that if customers don’t like what you call them, apologize and address them in whatever way they prefer.

When putting a client on hold

Using the proper form to put your clients on hold helps avoid some rather awkward moments. How to proceed:

  • Ask customers if you can put them on hold and wait for a response.
  • Tell customers why they are on hold.
  • Give the caller a period of time and explain how long they will be on hold.
  • Thanking customers for waiting after getting back on the line.
  • If it takes longer than normal, it is good practice to return to the call to advise that you are still online and that you will be back in a moment, long waiting periods can confuse customers and lead them to think that they forgot or that there was some connection problem.

Sometimes being put on hold is inconvenient for callers, so don’t automatically assume they’ll accept you. When customers don’t want to be put on hold, be sure to ask if you can have someone call you back, take a message, or transfer the call to someone else.

Sometimes silence is better than forced advertising

Most customers prefer to have silence or soft music while on hold. Some detours are very intense, including prerecorded commercials, weird computer music, or heavy metal. Any music that is loud, aggressive, or hurts the ears is not what you want to play for clients while they are on hold.

If the option is to transfer the call

Clients have the least phone tolerance when they are transferred over and over again. It is normal to understand that if they call it is because they are having a problem that they want to solve.

Customers think that moving from one department to another means that staff members are not trained, do not know how to fix the problem, or that the company is simply not interested in solving customer problems. This is what you should do instead:

  • Explain to the customer why the call is being transferred and to whom.
  • Ask the client if he is bothered by being transferred.
  • Ensure someone answers the call before hanging up.
  • Ensure that the person you are transferring the call to knows the customer’s name (how they want to be called) and the nature of the call.

In case the caller does not want to be transferred, offer to receive a message and assure the customer that you will personally see to it that the message reaches the right person to call you back as quickly as possible.

Then after hanging up, make sure the message reaches its destination safely.

When taking a message during the call

Poorly received messages produce uncertainty and concern for the customer and put the person receiving the message at a disadvantage when you call back.

You can take messages that give the customer a sense of trust and empower your co-workers by incorporating the following steps into your message taking:

  • Explain your coworker’s absence in a positive way, for example, using blanket phrases that don’t reveal too much information, such as “Mary is not available right now” “Mary is in a meeting” “Mary is busy talking to another client, Can I help you or would you prefer that I call you back as soon as I finish? “
  • Inform the person she is calling about the general availability of the person she wants to talk to before asking her the name of the person she is calling.
  • Give the caller an estimated time of their co-worker’s return.
  • Offering to help the caller yourself, take a message, or transfer the call to another capable person.
  • Write down all the important information of the caller and attach the relevant files.

At the end of the call

Never underestimate the importance of ending the call with a positive message. Key actions to end calls include:

  • Repeat whatever action you are going to take following the call to make sure you and the customer agree on what will be done.
  • Ask the caller if you can do anything else for them. Doing so gives the customer one last chance to tie up any loose ends that may not have been discussed during the call.
  • Thank the customer for calling and letting her know that she appreciates your reporting the problem (if any).
  • Allow the caller to hang up first so that they are not accidentally interrupted in the middle of a sentence.
  • Write down any important information as soon as you hang up the phone. Doing so will prevent you from getting caught up in other things and forgetting pertinent information.

For modern call centers, one of the main tools that help improve customer service is a call recording software such as Recordia, which thanks to its Speech Analytics can listen and analyze 100% of the calls automatically and without effort. Obtaining valuable information to make the best decisions and train agents with the best practices, all based on real data.

Learn more about Recordia and request more information.

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