Call agents are at the center of any business that is built around customer satisfaction. The quality of call agents will go a long way in either boosting your reputation or limiting your customer retention potentials. So, firms recognize the need to equip their customer service arm with highly professional call agents.
Are there hacks to ensure your call agents deliver optimal services to customers? Surely there are. F.H. Cann & Associates, one of the leaders in the customer service agency industry, have put themselves at the forefront of customer response advice and service delivery.
From their wealth of expertise, they share four practical customer service tips that every call agent should practice. Whether you are a call center agent or a business owner looking to scale your company’s customer service, these tips from F.H. Cann & Associates will come in handy.
- Ensure clear communication
There is so much more involved in communication than hearing and speaking. Call center agents must provide firm responses with a professional choice of words, all without compromising warmth and friendliness.
As a call agent, clear communication includes being concise and friendly in their contact with customers. Also, the act of listening to the person on the other end of the line cannot be underplayed.
The best call agents listen well enough to provide responses that are valuable to customers. Perfect introductions and respectful choice of words are also vital communication skills for every call center agent.
- Have a working knowledge of the organization’s products and services
Customers place calls to customer service agents because they believe agents have a better knowledge of the firm’s products and services. In fact, call agents are brand representatives of their companies. Nothing beats the fulfillment of being able to respond accurately to the queries of customers.
To ensure adequate knowledge, employers should provide updates to agents on promotions and events. Should there be developments to a firm’s offerings, call agents are expected to be informed in due course.
Business owners should also look to upscaling customer service technology. Call agents are more confident if they access and operate databases to meet customer demands.
Just take a look at how F.H. Cann & Associates does it. Their employees are well-equiped with proper training to make sure they represent their clients with utmost excellence.
- Take the extra effort in meeting customer needs
Customer service agents are vital to customer retention. Like every human being, customers long for service delivery that shows how much their patronage is appreciated. Agents should go the extra mile in meeting the needs of their customers.
Offering courtesy vouchers to active customers or free delivery to compensate for service glitches are examples of acts that can bolster a customer’s loyalty. Employers can stimulate these responses in agents through motivation and training.
There are a lot of perks working for a contact center, especially if that contact center is F.H. Cann & Associates Inc.
So what exactly are these perks? Keep reading and we’ll let you know.⬇️https://t.co/fqjvAjOCyl
— FH Cann & Associates (@fhcann) December 22, 2020
- Show empathy
Placing customers first is inseparable from showing compassion and mutual respect. Call agents receive complaints and questions from callers of all temperaments and experiences. In these different circumstances, agents are expected to respond with an understanding of a customer’s situation.
Disappointed customers should be met with concern and reassurance. On the flip side, customers with enthusiasm deserve appreciation and a statement of further commitment.
Bonus Tip: Always Stay Ahead of the Game
It’s a fact that the Coronavirus pandemic has made things difficult and different for many companies. It thoroughly changed the way businesses work. Hence, it is extremely important to adapt fast and stay ahead. Check out how F.H. Cann & Associates is preparing for the post-pandemic contract center on this IGDleaders.org exclusive.