Your Business Relies on Your Call Centre’s Success

No matter your role; whether you are accountable for the sales or customer service at your call center, you need to ensure that all your employees provide the best service possible.  Your business relies on the success and efficiency of your call center which in other words translates to the quality of your customer service. Zapro Digital invests in customer service quality with the following advice on improving the efficiency of your customer lifeline.

Use Call Logging to Ensure a Fair Process for Employees and Clients

How Call Logging Ensures a Fair Process for Employees

Call logging can improve your employee’s service by taking the burden of call logging off their shoulders so that they can concentrate on assisting the customer or client. Furthermore, it ensures defense against unreasonable clients who may accuse employees of poor service on unfair grounds. Lastly, it ensures that your employee, knowing that he or she will be recorded, has extra incentive to implement great customer service.

How Call Logging Ensures a Fair Process for Clients

Call Logging Ensures a fair process for clients by you being able to make sure that your employees are employing the correct Phone Etiquette with them.

Is your Call Centre Training Employees in Phone Etiquette?

You may assume that most employees simply understand basic manners and respect when talking on the phone, but it may surprise you, that a lot of individuals may be missing this. This is especially important when it comes to older individuals who tend to take phone etiquette quite seriously.

It is essential to train your employees in the following in order to ingrain professional and beneficial phone etiquette:

• Train your employees to smile when on the phone with customers or clients. It sounds strange, but smiling makes your voice sound warmer and friendlier.
• Make sure that your employees understand that keeping your customers up to date is important. This is whether the situation is short-term or long-term in nature.
• Train your employees to always practice active listening when speaking to clients. This may be difficult as some clients may speak for very long periods but fully listening and understanding what the customer wants and needs is a sure-fire road to great customer service.
• Train your employees to understand the utility of the hold button. The hold button is especially useful and should preferably be used when an employee is speaking to another individual that is not the client.

Create and Perpetuate an Uplifting Call Centre Culture and Pleasant Work Environment

Many customer care workers find it to be an incredibly stressful job due to the amount of negativity your employees may have to deal with on a daily basis. By uplifting the work environment, you can ensure that your employees and therefore, your clients, are happier. You can do this by recognizing and publicly rewarding achievements, and offering breaks when needed such as after working with a particularly challenging client.