Guidelines For Call Center Agents

1) Everyone is a potential repeat customer, so treat them as such. Don’t make the mistake of imagining that you will only ever see them once. Your town doesn’t contain THAT many people, and it’s a small world! Be respectful, courteous and make sure you give them your business card. You don’t know who they could give your details to! In fact, ask your customer to pass your cards on and you’ll be pleasantly surprised how they love to help when they say yes!

Let’s come to another aspect of business answering service. That is order taking services. Callers who are directed to the inbound Call answering services center desk often want to place an order for a product/service. They need to know the payment procedures. They want to know when the purchase can be delivered. To cope with this, you need confident call center agents. These agents handle thousands of such calls and know how to register and process the orders.

Restate what you’ve heard in your own words. You may have callers who give you a ton of information at once but fear not! Summarize what you’ve heard (referring to your fantastic notes!), and you’ll be sure to impress: “Just to make sure I understood you correctly, you were requesting a continuance on Mr. Smith’s case since you’ll be out of the country August 15th through the 30th. Is that right?…Fantastic! I’ll ask the attorney to give you a call to discuss.” Note: This technique also does wonders for callers who may be less than happy. Their frustration may let up once they know they’ve been heard and feel taken care of.

If they are aggressively promoting tourism services, it is expected that they will reach out to higher numbers of tourists. That would further mean more calls for your inbound call center agents. Determining the number of agents you are going to hire will be a tough ask. Here, you will have to rely on statistics. Don’t make it too tight for your agents. Tourists take time to register the information dished out to them. If you leave a high call volume on fewer agents, they will tend to rush and the Call answering service will suffer.

In case of 1300 numbers in Australia the cost of the call is borne by you and the caller. A customer calling from a landline number to a 1300 number pays the cost of a local call which is almost 30 cents and from a mobile number is charged at normal mobile rates of the mobile carrier.

Work from home If it’s feasible to do so, why not work from home once or twice a week? You’ll be cutting your commute out entirely, thus saving you even more hours and reducing your stress levels. Whether it’s the extra hour in bed you need for more energy or you’re happy to start earlier and finish later because the time would’ve been lost in the car, you’ll certainly see the benefits.

This is all a numbers game. Remember that most of the people who call you are a waste of your time. Using Pat Live can help you narrow down the two or three good pearls out there that will land you the deal you are looking for.