Decisive vote: call centers don't live by telephony alone

[ashammi258]

At UIS, for obvious reasons, we talk a lot about how technologies help improve work with customer calls. On various scales: business efficiency, customer loyalty, quality of communication, etc., etc. And we do it — we sharpen the Virtual PBX and its satellite tools for such goals and business needs.

And we talk less about the fact that telephony tools are not enough to keep calling clients satisfied with the service. Although we imply this between the lines, providing tools for monitoring its second component - the human factor. For example, a trainer mode, statistics on operators or the ability to listen to conversation recordings . It seems clear that if a company employee tells a client to go to hell, then no personalization of the reception of his call in the Virtual PBX will save him. And, ultimately, the company's income will suffer.

There are enough statistics on this topic (here is an example ):

a dissatisfied customer is three times more belize phone numbers dangerous - that is how much the likelihood increases that he will share his negative experience of interacting with the company with his friends;
If your current customers are unhappy, you will spend 6-7 times more resources to attract new ones;
For example, in the American market, dissatisfied customers cost businesses $537 billion a year.
Conclusion: when using technologies, do not lose sight of the training of call center operators - theoretical (at the level of developing sales scripts) and practical (at the level of the ability to conduct a conversation in the right tone and the ability to reproduce scripts in real life situations).

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What can be done to make the voices of call takers potentially more profitable for the company?

Positive and considerate

convey a positive attitude to calling clients: a sincere, interested and natural tone of the operator’s voice will help the client feel comfortable during the conversation;
smile: facial expressions influence speech and are “heard” from a distance;
speak clearly and measuredly: a speed of 130-150 words per minute is optimal for the interlocutor’s perception;

call the client by name: this subconsciously brings him closer to the company employee;
and end the conversation on a friendly note: ask if there is anything else you can do to help, and say something nice and simple at the end. For example: “It was nice talking to you!”
Practice and training

play out different life situations and calls with your employees so that they are prepared for any of them;
Record your practice conversations and note what went well and what could be improved.
Debriefing

Listen to recordings of actual conversations with clients: it is worth doing this on a systematic basis to keep your employees on their toes and you informed about what is happening with brand communications;
Monitor the duration of the conversation and watch for situations where people who spent more than 10-15 minutes talking to a company employee ultimately did not become your clients. This is a reason to look deeper into the situation and, perhaps, contact them again.