When a customer approaches the call center executive with a query or queries, then it becomes an obligation for the telecaller to suffice customer’s query at the earliest.
Often, call center executives have to utilize the advanced call center software to resolve customer’s problems successfully.
The level of customer’s satisfaction eventually depends on the time taken by a telecalling agent to solve his problem.
According to the latest survey, around 90% of the customers want expeditious and promptest customer service to support 24x7.
Building rapport with the customers is an essential part of a freewheeling conversation with them.
Without building a correct professional relationship to the customers, it is impossible for the executives to convince the customers to buy a particular product or service.
1) Properly Listen to Customer: It is the trait of every successful contact center executive to be a good listener. He shouldn’t pass judgment without hearing the customer’s side of the story.
The 2017 survey on consumer behavior has revealed that the contact center executive seriously pisses off around 65% of the consumers due to bad calling etiquette.
As an active listener, call center executives can build better rapport with the customers.
2) Friendly and Patient Behavior: Customers are always right. They can sometimes behave erratically, but that doesn’t mean the contact center executive should reciprocate the same.
A telecaller has to handle such tricky situations diplomatically. He has to stay patient and friendly with the customer throughout the chat session.
3) Being Knowledgeable and Trustworthy : A call center executive is the first representative of a company. He should have immense knowledge about the products and services that the company deals in.
Any wrong information could eventually lead to miscommunication with the customers. So, a contact center executive should be knowledgeable with all necessary facts and relevant information.
The 2016 market research on consumer behavior has claimed that around 77% of the customers are likely to buy a product when the telecaller explains the complete facts and USPs to that customer during the first call itself.
So, a knowledgeable customer care representative is likely to convert a random client to the potential customers more easily than others.
4) Customer-Friendly Tools and Devices: The use of correct physical infrastructure in a contact center also matters a lot. The efficiency of a contact center representative is likely to multiply manifold when he uses the right combination of telecalling devices and technology at the contact centers.
Such tools also record the voice conversation for future use by the executives for rapport building purposes. IVR and CRM tools should be used indispensably at a call center.
5) Stay Positive, Focused and Helpful: A call center executive needs to stay alert and beneficial throughout any discussion with the consumers.
Whatever helps the customer care executive can render to the customer should be done. Such things matter a lot and create a positive impact in the minds of the consumers.
Case Study
A two-year-old call center worked with moderate success. Though it has a number of customers and clients, yet not too many of them report to this call center for help.
For technology part, the contact center installed the best call center software in the system for effective resolution of customer’s queries. However, the number of its clients kept falling.
After many investigations, the contact center owner asked his IT head to resolve the issue. Upon proper investigations of the integrated call center solutions, the IT head found that no call center executives could maintain a good consistent rapport with the previous customers.
Soon, the call center owner made it mandatory for the employees to not only just resolve their queries but also build a rapport with them.
The staff took the directive seriously and quickly maintained the customers’ data in the integrated call center software solutions for future use.
The trick worked well. Most of the call center staff now started building rapport with each customer every time they call. It proved immensely beneficial for the firm.
During a customer’s birthday or marriage anniversary, the company sends greetings to their email ids automatically with the online call center software in the process.
No comments:
Post a Comment