subject: Exclude Certain Things While Providing Call Answering Services [print this page] All businesses want to provide the best answering services to their customers but it is often noticed that the quality of call answering services often decreases due to inefficient call answering services. Call answering services are found to be inefficient when the customers calls are not properly answered.
This is why businesses hire call centers to provide professional call answering services, as they are the first major point of contact between the customer and the company.
Only when customers calls are efficiently answered and their queries and questions resolved do they renew their loyalty to the company. The more the number of customers, the greater the profits of the company will be. Hence, call answering services should always be of premium quality. In order to make phone answering services efficient, answering agents must never say the following things:
This flimsy and pathetic excuse to avoid taking action on complaints or requests by simply stating its not the companys policy is not only poor manners but damaging as well. If an employee is incapable of fulfilling the request or fixing the complaint, he or she ought to consult a superior for advice or be given authority to find alternatives that will transform the customer from disgruntled to appreciative. Either way, keep the customer informed at every stage.
Everyone working for the company must be prepared to cater to any and every caller's needs. At the very least, if the employee lacks the ability or responsibility, he or she should get a phone number, ask a manager for help and call back. Simply stating its not a part of his job description shows a carefree and unprofessional nature.
When call answering agents have the guts to say that they are presently busy and should be called back in some time it boggles the customers mind.
When computer or server troubles occur it is not a reason to suspend service. Business runs with or without active monitors. Apologize for the fact that you cannot help, and then jot down the number with a pen on paper.
If you forget to return a call on time, take responsibility and apologize. This advice further applies to people who make a habit of returning calls during off-hours, like 7 a.m., lunchtime or 10 p.m., when respondents aren't likely to be at their desks. Never blame undeceived voice mail for your shortcomings.
If you have not called back on time, never tell a customer it was because you were waiting to gather more information before doing so as it is insulting to the customer and proves your incompetency.
Because many people have gender-neutral names, guess work should not be used as they can be wrongly addressed them. Research must be done on the web to better determine their gender.
Agents working in call centers are specifically told to never ask the customer to wait while he is being put on speaker phone, as this will irritate the customer because on speaker phone he will not be able to clearly hear and he will also feel like his privacy is being threatened by eavesdroppers.
Dont mention personal tragedies or traumas during business call unless you have a long-term and personal friendship with the caller.
In addition, 24 hour answering services must be provided by all businesses. Not providing 24 hour answering services shows that businesses do not care enough about customers round the clock business needs and encourages customers to move on to rival businesses.
