Call center agents do not just resolve customer queries or bring new leads to a business, but they become the primary representatives of any business because they bridge customers to a business. The agents become the face of a company and, therefore, it is important for them to maintain etiquettes when greeting or communicating with a customer.
It is highly likely for a lead to convert into customers or for a customer to convert into loyal customers if he/she feels satisfied after interacting with a call center agent. Therefore, positive interactions with the trained agents lead to the growth of a business, as it improves a brand’s recognition and increases the ‘lifetime customer value.’
The following tips can help the call center agents, as well as managers, learn the correct etiquettes of communication.
1. Courteous Greeting
Customers want their issues to be resolved or questions to be answered as quickly as possible when contacting a call center. However, almost every customer would desire to receive a courteous greeting when conversing with an agent.
Hence, it is important for call center agents to display a well-mannered attitude. The following suggestions may help an agent to gracefully handle an issue.
- A call center agent may ask a client how he/she wants to address their problem.
- It is equally important to correctly pronounce a customer’s name, as this mistake may result in a customer’s dissatisfaction.
- It is vital to remain calm and to talk with a smile, as it can spread a cheerful feeling.
- It is important to let a customer complete his/her speech before giving an answer or making any suggestion.
2. Appearing Professional when Addressing a Problem
A courteous greeting or introduction enables a call center agent to start a conversation with a positive feeling. It is equally important to maintain professionalism throughout the conversation, as call center agents represent an organization.
Therefore, an agent’s attitude is supposed to reflect the corporate values of an organization and to maintain a certain level of professionalism.
3. Having an Honest Attitude
It is crucial for every call center agent to maintain an honest attitude at every point of conversation. Lying or fabricating the answer, if the agent does not know the solution should be strictly avoided.
It may not be possible for a novice agent to resolve a complicated issue. In this scenario, it is prudent to transfer the call to a skilled customer-care representative or the team leader.
It may also become difficult for a call center agent to answer a question that may be out of his/her area of expertise. In this scenario, it is prudent to transfer the call to the correct department.
4. Respectful Attitude
Everybody deserves to be treated with respect and it is critical for the call center agents to remember this point despite the pressure of target or nagging/disrespectful behavior of some customers. It is essential for a call center agent to treat each contact as the most valued customer and to remain level-headed despite witnessing unfriendly or hostile attitude.
A call center agent may benefit from remembering that contact has no personal enmity towards an agent and the frustration may be associated with the service/product of the company.
It is equally important for an agent to attentively and patiently listen to the reason behind a customer’s problem and to understand how a particular problem may affect a customer’s behavior. This understanding enables an agent to answer the questions with compassion.
Let’s find out more about call center etiquette:
5. Having Confidence
To convince a customer, it is essential to appear confidence during communication. With the delivery of adequate training and correct software applications, a call center manager makes sure that the agents have the confidence to manage any type of situation.
With confidence, a call center agent can convincingly and productively interact with the customers.
6. Showing Competence
It is equally essential for a call center agent to competently address a customer’s needs and to resolve an issue. In some scenarios, a customer’s demands may seem extremely complicated or extensive to an agent.
It is wise to transfer these issues to a more skilled call center agent, a team leader or a manager in such scenarios instead of addressing a subject incompetently.
7. Showing Reliability
Appearing reliable when communicating with a customer/client does not just increase the chance of success; it improves a brand’s image and builds positive brand awareness. It is crucial for a call center manager to monitor the agents’ adherence to the following characteristics, such as honesty, integrity, loyalty, or reliability.
Adherence to these characteristics can instill confidence into a customer regarding a brand’s value during an interaction.
8. Seem Interested
It is essential for a call center agent to show sincere interest to a customer’s problem in order to seem genuine. It makes the entire process of communication enjoyable for call center agents and customers. Showing interest in customers’ problems also relieves the call center agents from monotony.
A call center agent may ask questions relevant to a customer’s inquiries in order to seem genuinely interested in a problem and to resolve the issue.
9. Seem Non-Opinionated
It is equally essential for a call center agent to steer clear of passing any judgment or comment based on their biases or view regarding an issue when communicating with a customer. To seem empathizing to a customer’s problem, it is essential for an agent to have a neutral view or opinion regarding the situation.
It also enables a call center agent to remain practical when resolving an issue.
10. Flexible when Resolving an Issue
It is impossible for an agent to predict a problem upon receiving a customer’s call. Therefore, the agent should be flexible and willing to change the course of action as per the need. It is equally important for an agent to inform a customer about the need for a change in the procedure.
Increasing the efficiency of agents with the help of user-friendly software solutions is not enough. It is important to train them on how to politely greet each customer or how to stay calm when faced with unfriendly behavior.
Call center managers or team-leaders may define guidelines on proper call center etiquettes to agents through training and may monitor their adherence to guidelines during real-time conversations.