CIO Today

CIO Today Network Sites:   Top Tech News  |   CIO Today   |   Mobile Tech Today   |   Data Storage Today
Daily Briefing for Technology's Top Decision-Makers
Vblock™ Systems:
Advanced converged infrastructure
increases productivity & lowers costs.

www.vce.com
Wednesday, April 16th 
The future of tape is here.
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Trending Topics:   Security Heartbleed Big Data Cloud Computing Windows XP Data Centers OS X Mavericks
Home
Enterprise Software
Enterprise Hardware
Big Data
Network Security
Cloud Computing
CRM Systems
Data Storage
Operating Systems
Communications
CIO Issues
Mobile Tech
Chips & Processors
World Wide Web
Business Briefing
After Hours
Press Releases
 
Free Newsletters
Top CIO News
 
Mobile Tech Today
 

Business Intelligence

Top 10 Tips for Top-Notch Call Center Service

Top 10 Tips for Top-Notch Call Center Service
December 19, 2013 7:07AM

Bookmark and Share
One of the most frustrating experiences for customers is to explain their problem in great detail, come close to a resolution and then suddenly get disconnected before the deal is sealed. At the beginning of the call, always ask for a number so you can call the customer back if disconnected. Most contact centers don't do this, but all of them should.

Neustar, Inc. (NYSE: NSR) is a trusted, neutral provider of real-time information and analysis to the Internet, telecommunications, information services, financial services, retail, media and advertising sectors. Neustar applies its advanced, secure technologies in location, identification, and evaluation to help its customers promote and protect their businesses. More information is available at www.neustar.biz.

So you want to equip your contact center agents to deliver better customer service in 2014. A flexible, easy-to-use CRM system is key, but in the end, top-notch people skills can make all the difference. If you're in charge of your company's call center, or perhaps you're on the front lines yourself, where do you begin?

As they say, the strength is in the fundamentals, like service with a smile, active listening, and of course, treating the customer as king. Check out our top ten tips for customer service strategies to help call center agents boost sales and drive customer satisfaction. And when you're done, we welcome you to share your own tips as well.

1. Start with a Smile

Did you know that your voice sounds different when you smile? You sound friendlier and more engaging. Beyond being courteous, professional and respectful, contact center agents who smile on the job come across with more warmth and breed more trust with customers.

2. Listen Before You Speak

Staffing the customer service desk, contact center agents may think they hear the same complaints or requests all day every day. It's easy enough to make assumptions about what the customer is asking. Don't make that mistake. Failing to listen to the customer can be a fatal flaw. Listen and listen closely, clarify the customer question or complaint, repeat the concern back to them, then work on solving it.

3. Know Your Stuff

Few things are more annoying to customers than a contact center agent who doesn't know their products and services well enough. Or a service rep who gives pat answers that the customer could have simply read on the Web site. Or, worse, a rep who gives wrong information. Make sure your contact center agents know the answers to frequently asked questions and not-so-frequently-asked questions alike. And equip them to find the answer quickly if they don't know it by heart.

4. Balance Speed with Consistency

Customers don't like to be placed on hold, but they don't want bad information either. The contact center agent's job is to provide a consistent customer service experience that meets the needs of every caller as efficiently as possible. That demands a searchable database that allows contact center agents to find the information they need quickly.

5. Avoid Voice Jail at All Cost

Automated call systems can drive efficiency, but can be frustrating for callers -- and can cost your company dearly if callers hang up before reaching the right person. Always make it easy for callers to reach a rep without having to navigate through endless or confusing menus. (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:

RRRR:

Posted: 2014-02-25 @ 1:16am PT
Great advice! specially #6 and also #1

SSR:

Posted: 2013-12-19 @ 10:05am PT
Great advice. Each of our reps have a "Service with a Smile" mirror mounted right above their screen. Smiling on the phone really does make a difference.

Steph S:

Posted: 2013-12-19 @ 9:55am PT
Yes, skip the survey. Not just for call centers, but in stores too. I am so tired of every sales clerk and restaurant waiter explaining to me to go online and rate their service and be eligible for blah blah blah blah. Please, just take my payment, say thanks for shopping with us, and let me go on my way.

Jenna:

Posted: 2013-12-19 @ 9:41am PT
I love #6 -- reps actually calling back the customer if disconnected. It's so rare that contact-center reps offer to do that and SO often that I've been disconnected in the middle of a call… usually after lengthy and complicated discussions. Having to start over again can be so aggravating.



 Business Intelligence
1. Twitter Acquires Data Analyzer Gnip
2. Silverpop: IBM Marketing Gets Personal
3. Teradata Intros QueryGrid Analytics
4. Tool Analyzes Tweets for Companies
5. Intel Bets on Cloudera for Big Data




 Most Popular Articles
1. BlackBerry Drops T-Mobile After Nasty Spat
2. Will Satya Nadella Launch an Office for iPad?
3. Google Unveils Android Wear for Smart Watches
4. Cisco, IBM Launch Internet of Things Consortium
5. IBM Applies Big Data Analytics To Fight Against Fraud

Have an informed opinion on this story?
Send a Letter to the Editor.
We want to know what you think.
Send us your Feedback.

 Related Topics  Latest News & Special Reports

  Twitter Acquires Data Analyzer Gnip
  Google Updates Gmail Terms of Service
  VMware Rolls Out DR-as-a-Service
  Google Grabs Droid-Maker
  Red Hat Unveils OpenShift Marketplace

 Technology Marketplace

Business Intelligence
Get real-time, cloud-based information services with Neustar.
 
Cloud Computing
BMC's I.T. solutions unleash the power of your business
Next Generation Data Center Is Here! Vblock™ Systems from VCE
 
Contact Centers
HP delivers the future of the contact center with HP Qfiniti 10.
 
Data Storage
Next Generation Data Center Is Here! Vblock™ Systems from VCE
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
Barium Ferrite (BaFe) is the future of tape.
 
Enterprise Hardware
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
Barium Ferrite (BaFe) is the future of tape.
 
Enterprise I.T.
BMC's I.T. solutions unleash the power of your business
 
Hardware
Protect your network with APC Smart-UPS battery backup
 
Network Security
Protect your network with APC Smart-UPS battery backup
 

Network Security Spotlight
Tips To Defeat the Heartbleed Bug
Heartbleed headlines continue as IT admins scramble for answers no one has. Early reports of stolen personal data, including 900 social insurance numbers in Canada, are starting to trickle in.
 
NSC Backs Disclosing Software Vulnerabilities
Disclosing vulnerabilities in commercial and open source software is in the national interest and shouldn't be withheld unless there is a clear need, says the National Security Council.
 
Heartbleed Flaw Affects Hardware, Too
It appears the Heartbleed security bug affects not just Web sites, but also the networking equipment that connects businesses and homes to the Net, including Cisco and Juniper's equipment.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
Google Glass may find its first markets in verticals in which hands-free access to data is a boon. Medicine is among the most prominent of those, as seen in a number of Glass experiments under way.
 

Mobile Technology Spotlight
Is Amazon Launching a 3D Smartphone?
Once known for selling books on an e-commerce platform, Amazon is now a bona fide hardware maker -- and it's reportedly rolling out an innovative smartphone with a 3D screen.
 
Review: S5 Features Useful, Less About Gimmicks
There's a lot to like about Samsung's new Galaxy S5 smartphone -- among them, its relative lack of features. Samsung chose to focus on features people might actually want, not gimmicks.
 
Analyst: Samsung Galaxy S5 Won't Sway iPhone Lovers
The Samsung Galaxy S5 hits store shelves on Friday and the reviews are starting to pour in. The question is: Can the latest in the Galaxy line grab more market share from Apple’s iPhone?
 

Navigation
CIO Today
Home/Top News | Enterprise Software | Enterprise Hardware | Big Data | Network Security | Cloud Computing | CRM Systems
Data Storage | Operating Systems | Communications | CIO Issues | Mobile Tech | Chips & Processors | World Wide Web
Business Briefing | After Hours | Press Releases
Also visit these Enterprise Technology Sites
Top Tech News | CIO Today | Mobile Tech Today | Data Storage Today

Services:
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About CIO Today Network | How To Contact Us | Article Reprints | Services for PR Pros (In partnership with NewsFactor) | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 CIO Today. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.