subject: Some Answering Service Don'ts [print this page] The answering service department of every call center remains in focus. Clients keep a close tab on how the inbound call center agents are receiving and processing a call. They are careful about the incoming calls and customer service. Modern business finds itself in grossly shaky territory if they are not providing with proper answering service facilities. The customer base finds itself depleting. Without after-sales support that lives up to the expectations of the consumers, business firms find it harder than ever to retain their business subscribers. In short, the importance of this BPO function cannot be undermined. Here are some ways in which the agents of call centers can do a better job at this desk:
1.Amicable Behavior: Nothing works better at phone answering than a pleasant smile. You may argue that the person cannot see you smile! But the fact is that when the inbound call center agent does so, the tone of the voice and the inflexions change. The conversation becomes less of a conflict. Even agitated and aggressive callers are known to calm down when the BPO agent greets them with a smile. Its also important to talk to the callers in a friendly tone. By friendly I dont mean that they call center agent would speak like a pal and make things uncomfortable for the caller. An amicable conversation is not just good for the business. It is important for the brand building efforts as well. Consumers like to be associated with companies that take them seriously and treat them well.
2.The Hold Factor: The single most irritating part of calling an inbound call center desk is the part where you have to hold the call. This is something that you cannot do away with. What you can do is make the delay less of a bother for the caller. Get your BPO agents to tell the callers how long they need to wait and why. Dont put them on hold and disappear indefinitely! When you give them a time, make sure you respect that. Streamline your BPO service in a way as to make room for quicker service. Remove unnecessary clutter on incoming calls like making the caller repeat their personal information to every agent that comes on the line. Keep a unified system of data entry so that every corresponding agent knows the details of the caller as soon as they take the call from another agent.
3.Communication Skills: The communication skill of an answering service agent distinguishes the good ones from the better ones. A good phone answering agent need not just talk clearly and logically. The person also has to be a good and active listener. You have to find out what the caller is talking about before you begin to offer a solution. Many call center agents jump the gun and start talking about solutions before they know the problem in its entirety. BPO units would do well to train the agents in their call center services before they take the floor.
