Four Common Mistakes the Call Centre Agents Do While Answering the Calls of Your Customers
While there are multiple channels available for customers with a wide variety of opportunities for customers to get in touch with your organization be it email, social media, web chat and text messages, voice has continued to be on top of your customer’s interaction. One of the biggest challenge of your customer experience comes back down to the people who could deliver the best practices to your agents.
In a recent study conducted by Zendesk Study founded that the customers who have had a bad experience are 95% for sure going to share their worst experiences with others, where as 39% of people would prefer to avoid the vendors and choose another, and 24% of them would prefer to continue with the same vendor for two years after all the good experiences they have had with them.
The overwhelming take away from the study is it’s not that you cannot survive providing one of the best experiences to your customers, rather it’s that you would never survive if you provide a bad experience to your customers. Given below are the four common mistakes that the call centre agents do while answering the calls of your customers.
Today it’s more likely to be greeted on the other end of your phone call with a robot rather than a call centre agent. This is one of the best use of technology when it comes to improving your customers’ interaction if implementing the right IVR system. IVR are generally considered to be the most effective as they help to route your callers at the right place and at the right time. Having your customers wait for a long time would end up transferring your call from department A to department B, not giving your customers an option to talk to an agent right from the get go and end up with the frustrated customers before they actually interact with the agent.
Using a long, scripted answers as a first response to answering calls
Hi thank you for calling (Organizations name) here. This is (agents name) from (Department) and looking forward to help you today. Could I please have your account number and date of birth?
This format could be switched a bit when you deal with different companies, as this is the most common response you hear from your clients and customers. While they are busy reading the scripts, they spend a few seconds too long answering the calls, wasting enough time giving them the information that they already have without them knowing what’s the reason you have called them for. A much better approach to this would be something like this: Hi thanks for calling (organizations name). How can I help you? And you go right there…….
Reading from the scripts you have in hand
Scripts are considered to be great in the contact centres if you are helping your customers with something related to troubleshooting. You could take the customers step by step in order to see and know if the customer is missing out something. And as you were thought not to rely on the power point presentation, call centre agents in the same way must not reply on the scripts for customer’s interaction. When a customer asks you a question and the agents takes few seconds to answer then the answer here is clearly unnatural making your customers understand that your agents are not prepared to interact with them.
When Agents Become Sales Person
There is a huge difference when it comes to agents identifying the revenue opportunities when interacting with your clients and customers. It seems like you are paying extra every month when you are travelling and making use of this service. Say for example did you know that if you upgrade your plan then you get an unlimited access while travelling. Some agents continue reacting this way when they realize that they would not make any sales through the specific customer they are having a communication with, and is considered to be unacceptable to pride yourself for providing your customers with best services.
Abhishek Jain has over 10 years of experience within the BPO Industry and Finance and Accounting outsourcing services. Business Process Outsourcing (BPO) Services India delivers and manages various offshore/onsite projects in various technologies and domains.