Reduce Call Time for Callers by Using Telephone Techniques
Callback Option: Many customers prefer not to wait on hold. If your business is experiencing high call volumes, it would be a good idea to offer this option. Ask the customer whether they prefer to be called back, or to wait on the phone. If you plan to call them back, write a detailed note that includes their name, number and reason for calling.
Do not allow Employee-to-Employee Interaction: It happens! Some employees can get distracted by their coworkers and put customers on hold. This behavior should not be tolerated in your office. A good receptionist will know that customers should always be the first priority.
Call Waiting Option: Call Waiting is a service that allows someone to stay on the line while you answer another call. This service is usually included in all phone packages. A tone will be heard when you speak with one person on the phone. This tone alerts you to the possibility that someone is calling in from “on the other side”. You can then decide whether you will answer the call or not. If you decide to answer the phone, politely ask the original caller “May I place your on hold?” Once they answer “yes”, thank them, and then answer the second call. Keep the first call short as it is your priority. The call wait time should be reduced.
Use Speaking Abilities: It is crucial to communicate clearly during phone conversations. Communicating effectively over the phone can be difficult, as we have already mentioned. Avoid mumbling, talking too fast, or using a loud volume. This will prevent miscommunication between you, the customer, and your voice. You should also make sure you correctly pronounce your words to avoid confusion between the customer and you. When dealing with a difficult caller, the tone of your voice is crucial. It can be too gentle, and it could come off as patronizing. It can appear that you don’t care or aren’t gentle enough. These mistakes can make things worse. A calm and steady voice can help you calm down. If necessary, apologize and show that you are serious about the situation. Softening your tone and showing empathy for the situation will be a good thing. Do you prefer to answer the call right away or later? Most business phone calls are short and easy inquiries, such as “How late do you open?” Some of these questions are more complicated and take longer to answer. Tell the caller that you are concerned and ask them when they can call back.
Phone Etiquette is Important: First impressions are crucial in business and personal life. The company’s reputation will be affected by the first impressions. Telephonic conversations are often the first contact a customer has to a company. It is important that agents are proficient at using the phone. Randomly assigning cases can lead to customers not getting the same agent every time they call. It’s crucial to follow up with customers, and offer ways to reopen cases if the problem isn’t resolved. Good phone manners are a good starting point to provide a positive customer experience. The first contact can make a big difference in helping to get a sense of what your business is all about. Make them feel comfortable. People will feel more comfortable doing business with people who have great phone manners. Online communication is so prevalent that it seems like conversing with your real voice has become a lost art. Many businesses still value the ability to answer the phone and use proper etiquette when communicating with customers.
Optimise Call Routing: Call Center software that optimises call routing cuts down on handling time. It ensures that every call is handled by the most qualified agent from the beginning. Your business’s routing system should be up-to-date and capable of meeting its unique requirements. An automated self-service queue can be used to help customers with common issues like tracking packages, setting a password or paying bills. Keep track of common customer issues and have them reviewed periodically to see if any new menu items are needed. Agents should be able contact one another and collaborate in their own work space. Agents shouldn’t need to use a third-party app in order to communicate with each other. Having a system that allows for quick and efficient internal communication results in better customer satisfaction.
Use Call Data: Call reports give you a wealth information and insight into your calls. You can get a clear picture of your call center performance by knowing the details such as who left a call, what time they called, and how long they waited before calling back. This will allow you to make informed decisions about how to improve on-hold times and reduce call abandonment. A solid understanding of the patience threshold of callers and the ability to manage call queues effectively will ensure seamless customer service for your agents as well as your customers.
Quick Answering Technique: Customers don’t want to wait for a person to answer their questions. Customer would prefer to speak with the person who has the authority to make decisions. Customers will feel frustrated if a receptionist is allowed to act as a mediator and that they are not worthy of the time taken to make decisions.
These useful options can reduce call time on the telephone and help call centre agents become more effective with customer interactions. There are many more methods, techniques and skills that could be gained by joining in one of our training courses or have us tailor one to suit your team. Contact us to learn more or view our short courses.