How To Do Successful Communication with Customers In Top 4 Ways

Call center executives have to tackle the calls of lots of customers on daily basis using the apt call center software in the process.

Their convincing and communication style will eventually decide whether talks with various customers are successful or not. 

Each customer is distinct. They have different behavior, personality, communication style, and conversation patterns.

Some consumers are quick to make a decision, whether to buy a certain product or not while some others seek more time to do so. 

Usually, it is found that calling etiquette and convincing style of the call center staff matter a lot.

The 2016 study on consumer behavior has found that around 88% of the customers immediately stop transacting with a firm because of poor customer services.

So, telecallers have to exercise utmost caution while dealing with random customers. 

1) Keep it Detailed and Analytical: Not all customers are in a hurry to disconnect the call. Some customers want a systematic and fruitful discussion with the call center executives.

Hence, they want serious, business-like, rational and productive talks during any conversation. They are definitely the future prospect of the firm. Any discussion with them should be analytical and complete. 

A market research survey has indicated last year that 77% of the customers are in the age group of 18-35. So, a call center executive should try to keep his message precise and up to the point as far as practicable. 

2) Professional Attitude with Humane Face: Another style of effectively dealing with customers is by behaving in a professional manner with them.

This style of communication is the most standard form of chatting conventions that call center executives have been following for the last few decades together. 

However, while keeping the professional discussion with a client, telecaller should never refrain from helping out his customers if needed. Such style of communication can be called professional style with a human face. 

3) A friendly and Fruitful Communication: This is another popular style of communicating with the brand’s future clients. A call center executive has to keep the discussion supportive, open, responsive and innovative. 

The 2017 survey on company behavior has revealed that 87% of the companies need to improve more their contact support strategies.

Hence, such style of communication is gaining momentum these days. Through a friendly communication, a call center staff is likely to create better personal rapport with the customers. 

4) Being Expressive and Charismatic: Sometimes, what customers feel the most is the aura of the call center executive! In such cases, customers quickly get convinced at what the executive is saying, and may even go on to buy a product on the recommendation of that telecaller.

The telecaller needs to be creative, enthusiastic and extrovert. He should remain truthful to the customers.

Case Study

A call center launched its operation a couple of years back. It has a team of 7 call center executives who work constantly for 7-8 hours. The contact center also installed the call center solutions to improve its business. 

However, for the last few months, the call center finds no enhancement in its customer’s base. The call center owner installed the best call center software to augment its business but again failed.

The owner was highly tensed to resolve the crisis at the earliest. Then one day, he decided to check the IVR recorder integrated within the call center software solutions to understand how his staffs performed during a live chat. 

The owner was shocked as most executives follow the same pattern of conversation style while dealing with multiple consumers. The owner then appointed an experienced trainer to improve his staff’s communication styling. 

In fact, the installation of the online call center software is indispensable to know the performance of the call center executives during a live chat.

Such communication devices keep the entire record of voice conversation data in chronological order for quality enhancement purposes. 

The trainer introduced various modes of communication styles to all the call center employees. It was left upon the call center executives to decide how and in which style they wish to chat with the customers.

Next month, the call center gained around 13 new customers.