subject: Answering Service Tips to Save the Day [print this page] Answering Service Tips to Save the Day Answering Service Tips to Save the Day
I am not writing this article with the intention of providing something that no one has even done in answering service. Nor do I claim to take it for granted that BPO firms have been doing this wrong all along. If they did, they would be achieving the success that they have done. My only aim is to jot down the points for those inbound call center agents who are new to this field and for those entrepreneurs who want to know the basics of call center services. To invest in a particular business outsourcing service, it is integral that you know as much as you can about it.
Answering service follows certain rules and practices. For example, the inbound call center agent has to be friendly while talking to the callers. They have to set aside their personal set-backs during the day to appear cheerful for those who are calling. The BPO agents have very little margin for error. The tone and enthusiasm of the agent reflects the client's willingness to do business. If that is lackadaisical, callers would not be interested either. The voice over the telemarketing call is the only way your prospective caller perceives the client's business. It's the duty of the agent to keep that from wavering.
Confidence has its own language. A confident answering service agent can achieve more than a not-so-confident one. Consumers trust the voice that is strong, prompt and professional. BPO agents are trained to be confident on the phone. You have the shield of being on another side of the phone. Make use of that. Shed your inhibitions. The inbound call center agent must be unabashed about talking about products/service that he/she is trying to sell. Get to the point directly and talk proudly about what you are offering. There is more in how you offer than what you offer.
Processing the calls is an important aspect of answering service. Take down the messages diligently. If you don't get a point that the caller is talking about, cross check. If you can't get the name, ask the caller to spell it out for you. If you are taking down a phone number, always repeat it after you note it down. These are essential little things that will score well for an inbound call center employee. Telemarketing is competitive and you have to get the basics right before you think about innovating. Try to avoid fillers like "like" and "you know". These make the customers feel that you are buying time to cover up something that you don't want to reveal. It makes the customer defensive.
Prompt answering service is one aspect that is a must. Sometimes the inbound call center agent may not have the required information ready. It's a good practice to get back to the caller with it within a business day. Otherwise all the good telemarketing work done in getting the customer to be interested in your business gets undone. Lead generation being tough as it is, the loss is nothing short of a catastrophe!
