Answering Service Innovation Necessary

Answering Service Innovation Necessary

Answering Service Innovation Necessary

Have you talked to an answering service agent lately? Have you noted how they speak in practiced, rehearsed sentences? This routine approach to all clients and customers is the problem for the new-age inbound call center team. The future of phone answering does not have provisions for agents who follow the one size fits all' policy. I understand that you cannot blame the call center agents for doing what they do.

The call centers train the agents to speak in a particular way and to say certain things to begin and terminate a call. Ideally, that's where the change should come from: from the way telephone answering service is perceived in a BPO unit. The customer service call center has to improve significantly to meet up with the demands of the time.

The problem starts with the answering service agent receiving the caller in a particular way. Now, all callers may not have called in the same frame of mind. Some may be really happy with your call center services, some may be completely disappointed with what the outbound call center team has sold them and others may be just fishing around for information. Your call center agent cannot greet them in one fixed way.

When you talk on the phone with your pals, do you follow a particular pattern? Even when you are making formal calls, there is not set rule of conversation. Words should flow spontaneously to make it look real and genuine. There's nothing more irritating for a caller when the inbound call center agent offers a sympathetic tone that clearly comes across as fake.

Sensing that these are the problem areas for the call centers, the planners are now working out a way in which they can stop the answering service from becoming robotic. To be able to do that, the call center has to hire quality people. Spontaneity is one thing and poor performance is another. No BPO unit would like to bring down the standard of phone answering service to make room for spontaneity.

For that to happen, you need dynamic agents on the inbound call center desk. These agents must be able to adapt themselves according to the callers. Each call needs a different approach and every caller needs different things from the call center services. The work of the BPO services team is to make sure that they are working with a sense of confidence to be able to break the mold.

When in the process of training, make the call center agents feel comfortable about being spontaneous on the calls. At the same time, the call centers must make them aware that they are representing the client and a brand name. So they cannot afford to be flippant or irresponsible. If the managers of the inbound call center team make them feel comfortable with the practice of working beyond set parameters, it won't be long before their personalities take over. Then the callers can have the experience of talking to an actually live' answering service agent!

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