The outsourcing industry is kicking and alive. There are so many reasons why this industry gain reputation. The main thing you have to pay your attention is your etiquette. We need to show respect not only to people we encounter every day but to show dignity to our family, friends, coworkers, and acquainted individuals.
Good breeding in talking to customers especially in the voice account (or call center) is the perfect background for outsourcing industry to be famous. Any call center cannot survive without partnership with the customers. That’s why, the smooth relationship between the agents and the customers will bring success and development to every contact centers operating in any parts of the world.
Owning a contact center, you need to make sure that you are monitoring the way your agents deal your customers over the phone. A simple expression of happiness when your agent is talking to your customers is a way that he or she deals accordingly with their clients. In this way, establishing rapport to your customers can express in so many ways like saying: "Thank you for calling...", "You have a great day..." "May I put you on hold for a quick sec..." and many other rapport your agents build.This is very important in your business.
When receiving calls from the customers, the tone of your agents' voice should be calm and well balance. Call center managers, team leaders, and quality analysts see to it that they monitor the calls coming in everyday. Very often customers are upset because they'd been on the phone for 30 minutes and worst to one-hour of waiting. Sometimes we can't avoid that we will be receiving volume of calls in just a day including number of call waiting.
Customers who are showing expression of irate on the phone is not a good indication from start talking to the customer up to the end. But this is a stressful situation especially to a new agent. Nevertheless, in due time your agent will going to learn effective way of giving solution to every customer they encounter. The agents should speak clearly, as they could to avoid negative remarks from the customers.
But there are cases when agent cannot handle the situation, then it is better to call the attention of the supervisor to let the call handle properly. It is essential for the customers to have explanation and solution to their problem. In this case, attention and better approach will cause fantastic resolution to the conflict.
Proper etiquette will build trust to your customers that your customer service people are the best in the world. You should value your career in contact centers. Remember that an ideal contact center is a model in solving the communication barrier between your skilled people and your customers.
You have to teach your people to smile all the time whenever they are on the phone. Try to encourage them to avoid slacking off on the floor, instead make them useful and effective at the end of the day.