subject: How To Handle Phone Calls The Professional Way [print this page] The heart of every company's customer care services is the call center. There is a critical role that various agents play so that the business can grow and succeed. How agents handle phone calls is one factor that can influence the entire company's chance at success. If agents can perform their roles without compromising customer care, it is only then that customers can identify that they are not automated answering machines.
Call center agents must follow some essential tips when receiving an inbound call from a customer. Remember, customers must be able to distinguish between you and automated answering software. They should answer on the third ring of the telephone and greet the customer cheerfully. If you are an agent, make sure that your voice is clear and audible so that your customers will understand what you are saying.
Also, make sure that you can give your client 100% of your attention without leaving him hanging on thin air. Introduce yourself to your customer and from what department you represent. Even when you are on the telephone and the customer cannot see you make sure that you smile while you are talking to him because customers could feel it from your tone and the way you speak.
You should offer help, assistance and support whenever it is needed and make sure that you voice out the instructions very well. Always get the caller's name and use it only when necessary. Be polite in all your conversation with the customer so that whatever issues he has would be reduced and avoid any unnecessary arguments.
In telephone call centers, correct handling of phone conversation should also be given considerations. For instance, you need to be positive even on the first few seconds of the call even when you are anticipating that the customer is irritated about something and has called to submit an issue.
Even at rsvp services, the way you handle phone conversations will always matter. When you start right, the conversation will go on successful and satisfactory for both you and the customer. Remember, you have to listen to the voice at the other end of the phone and do not interrupt while the person is still talking.
telephone call centers usually have training on handling phone calls. This would also include ending the phone call on a positive note just like when it was begun. You need to give as much emphasis on your ending note just the same as your greeting. You need to make sure that the customer do not have any more issues and let him hang up first.
