Customers have incredibly high expectations and they are not always fair. They expect the best service at all times. This is why call answering services are growing in popularity. Smaller companies might realise that they have no real hope of keeping abreast of customer wants and needs, not on their own. So they have turned […]
Customers have incredibly high expectations and they are not always fair. They expect the best service at all times. This is why call answering services are growing in popularity. Smaller companies might realise that they have no real hope of keeping abreast of customer wants and needs, not on their own.
So they have turned to phone answering services in the hopes of finding a partner that can alleviate the stress. But answering services do not have it easy either. Because customers have high expectations of businesses, businesses have high expectations of answering services.
If your office is struggling to meet these expectations, these are just some of the ways you can add another level of excellence to the quality of your service:
Speed is essential when answering the phone, and for good reason. Businesses use a call answering service because they want to completely avoid missing calls, and do not want to keep customers waiting. Call Center agents understand the importance of resolving each customer’s issues as quickly as possible so that they can move on to the next caller.
However, it is worth mentioning that, as critical as swiftness might be, it is actually not as important as efficiency. The callers that complain the most about customer service are not the ones who can’t get through to your agents. Such customers tend to call back later on. After all, they still need their problems solved.
The angriest calls come from customers who feel like they are not being heard or valued. And this feeling is nurtured in situations where call agents are more interested in offering a swift service than actually meeting the needs of the caller.
This is where efficiency comes into play. You must encourage your agents to stay on point, to hear every problem expressed and answer every question presented before moving on to the next caller. They should be encouraged to avoid idle chatter. However, they should be discouraged from rushing to dismiss a customer’s call before the situation they raised is settled.
Your phone agents need to know that you have their back. They need to understand that the people in your office are a team. In other words, when they go wrong, you should rebuke them. However, if customers raise unjustified complaints, you need to stand up for them.
There are times when things simply go wrong, where mistakes couldn’t be avoided. If you want to increase productivity, you need to raise morale. And the easiest way to do so is to show your people your support. Make sure they feel comfortable enough to present their challenges to you. And once that happens, do everything in your power to help them.
The easiest way to improve the quality of a call answering service is to be knowledgeable. Try to predict the queries callers might raise and ensure that your call agents have all the information they might require to resolve each query.
In fact, it is better if your call agents have every potentially relevant scrap of information nearby. There is no way to know what callers will ask. The better prepared your people are, the more efficient they will be, the happier you can expect the callers to be.