The primary way to start a nice productive conversation with customers is by initiating a patient one-to-one communication sans any network errors.
Most contact centers usually install the advanced call center software in the process for that very purpose.
The trend has set in, especially, after the 2015 consumer survey report that claimed 89% of the consumers stop doing business with a firm because of bad customer support owing to constant call drops.
All contact center executives have to personalize the interaction with customers for better results. Here are some simple tips to personalize interaction with customers.
1) Call the Customer by His or Her First Name: Every call center executive should call a customer by their first name during any telephonic interaction with them. By calling the first name creates a sort of good bonhomie with the customers.
The 2016 survey on consumer behavior has revealed that around 90% of the companies admitted that they need to work more towards ensuring customer service mechanisms in their firms.
2) A Familiar Executive for Known Clients: Ideally, one who has already talked to clients should be asked to respond to any calls from that customer in the future.
This way, the personal bonding between the call center executive and customers become stronger than ever. Such call center executives should have the customer’s voice data intact within the system.
3) Personalized Call to Convenient Timings: A call center executive shouldn’t randomly dial customers during his working hours.
Usually, when the customers are HNI (High Net worth individuals) telecallers should call them at comfortable timings after taking a prior appointment with them.
The 2017 survey on market intelligence has revealed that 73% of the consumers want to receive a call from a known contact center executive with whom they have already communicated to in the recent past.
4) Resolve Customers’ Query at the Earliest: There is definitely some magic in offering promptest service to customers. Offering the speediest service to your consumers is a pure bliss.
This enhances the personal rapport between the customers and the call center staff. It is highly recommended in current days of cutthroat competition.
5) Use of Applicable Tracking Tools: A call center has to behave pragmatically. It should keep a record of all the visitors logging on to the company websites.
Any personal data of consumers should be strictly kept secret, and telecallers should use them for making calls only.
6) Effective Use of Web Chat Facility: Sometimes, customers want an instant solution. They want their pre-sales enquiries, and questions should be solved at the earliest even before the actual purchase of the product.
In such situations, web chat is an ideal option to resolve customer’s pre-sales enquiry and builds a good rapport with him. Webchat option is usually given on the home page of the company’s website.
Case Study
A call center was running smoothly. It installed all the latest and applicable call center software solutions in the process for a hassle-free discussion with the clients.
However, the call center couldn’t retain any customers. Somewhere, the personal rapport of the consumers with the call center staff was missing.
Soon, the contact center decided to revamp the call center completely. The contact center administrator asked its entire staff to ensure that customers feel delighted after every call.
Initially, it came as a big challenge for the contact center admin as most of the staff were completely oblivious of how to initiate a proper and friendly dialogue with the consumers.
The owner soon integrated the best call center software in the system network for better coordination of customer-centric activities.
The installation of the advanced call center solutions in the process helped the call center expedite its contact center work round the clock.
Even customers were also pleased because of the contact center’s super-efficient working and personalized behavior from the staff.
In the age of today’s cutthroat competition, offering astute and timely service to customers is indispensable. The installation of the appropriate online call center software acts as a blessing in this regard.
The tool stores all the necessary customers’ data in the system for future use by the sales personnel and contact center staff.
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