When a customer is having an issue with a product, the first line of defense is typically customer service. Many businesses have a call center where customers can speak to a real live human about the problem they are having. Usually, the customer is frustrated already, so providing a positive experience is crucial.
In fact, 73 percent of consumers will switch to another brand if they have a bad customer service experience. The good news is that knowing call center basics can help you provide superior customer service to help retain your customer base.
So, let’s go over the top customer service tips for call centers to help you reduce churn and keep customers happy.
The top tips & etiquette for call centers
Call center service is exactly what it sounds like. Customers call when they are having an issue, and the representative at the other end needs to be able to solve it. These people wouldn’t be calling if everything was working properly, so they are likely already frustrated. It’s the customer service agent’s job to ensure that the issue is taken care of and the customer is happy. We’ve compiled these tips to make that easier.
Maintain a positive conversation
To start, it’s important to stay positive and empathetic when you’re on the phone with a customer. Avoid blaming them for the issue, and be reassuring.
Listen actively
While you’re talking to the customer, make sure you are actively listening. When they’re explaining the issue, make sure to not interrupt so you get the full scope of what’s going on. After they’ve explained things, repeating their concern can help reassure them that you were listening.
Exhibit patience
If a customer is frustrated, don’t try to rush their explanation. Let them express themselves and practice patience during the call.
Acknowledge customer issues
It’s also important to ensure that you’re acknowledging their problem or concern. You should use empathetic phrases such as “I understand” or “I’m sorry to hear that.” they should feel validated and that you believe them.
Respect customer time
Customer issues should be taken care of quickly and efficiently. Hold times and transfers should only be as long as they need to be, and ensure they are aware of how long it will realistically take.
Effective hold communication
If there is going to be a long wait, inform customers of the hold time. Callbacks can be a great alternative, so customers who may already be irritated aren’t waiting on hold longer than they have to. It is also important to always ask permission before putting a customer on hold.
Establish a friendly tone
It should go without saying that using a friendly tone is an absolute must when working in a call center. You want customers to feel comfortable and that they can tell you what’s going on. If your company has a script to read from, practice it so you sound as natural as possible.
Adapt communication to the customer
Another call center tip is to adapt to how the customer is talking and their emotions. Call center agents need to use clear language, especially in tech. Stay away from jargon that could confuse the customer.
Guide customers through solutions
The troubleshooting process should be collaborative with the customer. You can use cobrowsing tools such as Fullview to show customers exactly how you’re resolving the problem for them. This type of software allows customer service agents to initiate one-click screen control calls with users so they can resolve tickets by taking control of the customer’s computer screen. It includes annotation tools so you can clearly demonstrate what you’re doing each step of the way.
Seek assistance when needed
Sometimes, call center agents won’t be able to resolve the issue on their own. In that case, they should transfer the call to someone who can. Ensure the customer knows what’s happening and how long the transfer may take.
Adhere to call center etiquette
Another one of the biggest customer service tips for call centers is to always follow company policies for calls. Keep it professional, and if you have any questions refer to your handbook or ask a manager. The biggest key is to stay consistent and respectful.
Continuous improvement
Call center tips and tricks are always evolving, so sharing success stories with other agents can help everyone improve. Staying up to date on trends and technology such as Fullview for replays will keep agents ahead of the curve.
Introduce yourself and the business
Begin every call with a friendly greeting. Always introduce yourself and the company you’re with, so they know they’ve come to the right place.
Utilize note taking
Taking detailed notes during the call can help agents capture important information. Keep these notes close by during the duration of the call to ensure all of the customer’s concerns are met. These notes can also be shared with colleagues to break down intra-department silos and improve CX across your organization.
Inform customers of your actions
Before you do anything, you must tell the customer your plan of action. They need to confirm it before you proceed. Using replays can be helpful when describing how you plan to solve the issue to make customers feel more comfortable.
Speak clearly and calmly
Enunciating and speaking at a moderate pace is another one of the call center basics. Keep a consistent pace and calm voice so customers can comprehend what you’re saying.
Use appropriate language
When working at a call center that deals with technology, it’s crucial to use language that’s easy for customers to understand. Tools like Fullview can help because you’ll be able to show them exactly what you’re talking about on their screen, as well.
Maintain a respectful tone
Typically, a customer is calling because the situation is urgent. It’s important to maintain a tone that reflects that, so they know that you’re taking them seriously. This can be difficult on features such as live chat, but while talking on the phone avoid sounding dismissive.
Avoid background noise
One of the top call center tips and tricks is to always avoid background noise. A customer shouldn’t be able to tell that you’re working from home. It can also be very distracting to have background noise. Using noise-canceling equipment helps agents avoid this.
Call back/respond to missed calls
Missed calls or dropped calls are going to happen, and agents must return calls as fast as possible. Make sure to apologize for any interruptions and assure customers that issues have been resolved even if the call was disconnected.
Send acknowledgment messages
Always send a follow-up message or email after an interaction. This lets the customer know that you’re making an effort to value their time and concerns.
Focus on the problem source
It’s essential that customer service agents investigate the root cause of customer issues, not just surface symptoms. More often than not, there will be an underlying problem that requires agents to dig deeper because the customer won’t always know what it could be. Getting to the bottom of the source prevents recurring issues.
Apologize when appropriate
While they may not be blaming you personally, the customer is likely upset with the issue they are facing. When a call center agent apologizes, it shows accountability and is appreciated by customers. It will make your brand look good.
Share anecdotes
In order to inspire confidence in your abilities, call center agents should share relevant success stories or positive experiences. Anecdotes will show customers that your company is invested in making sure problems are resolved.
Focus on what you can do
Customers don’t want to hear about limitations. They want to know what it is that you can do to help them right there on the phone. It’s imperative that you find ways to address their concerns, and find a way no matter what speed bumps you hit.
Do your research
When a customer calls, there will typically be a customer history file you can look at. That way, you’ll know if they’ve had similar issues in the past, and will keep you well-informed.
Be patient with technology novices
You must remain patient when talking to customers who lack technical competencies and break down technical terms while avoiding jargon. The last thing you want to do is confuse them even more.
Press mute when necessary
When working at a call center, the mute button is your best friend. If you’re in an office, use the mute button when the customer is talking and others are having a discussion near you. Always unmute when it’s your turn to talk.
Don’t mention inexperience
If you are new, don’t say that. This could make a customer think that you won’t know what you’re talking about, or that you’re incompetent. Act like you’ve been a pro for years, but seek help when you need it. Don’t guess or assume something if you don’t know the answer.
Practice database usage
Study the company’s resources inside and out. If you know how to navigate the database, you’ll be able to find answers for the customer more quickly and this can cut down on customer support costs.
Be reflective
After every call, take a moment to think about what went well and what you could have done better. This will benefit you in the future.
Solicit feedback
At the end of the call, agents can encourage customers to provide feedback on their experience. This can be done with surveys or feedback forms for insight and improvement.
When talking to colleagues, be sure to also offer constructive feedback and pinpoint areas to work on. A culture of collaborative feedback will ultimately lead to better success.
Final thoughts
The bottom line is that providing stellar customer service in a call center can make or break a business. Following these call center tips and tricks can make sure you’re on track to provide the best service possible with the best customer support software.
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Sources last checked on: 01-Nov-2023
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