While the call centre firms are spending a huge amount of training the agents to provide the best customer support. Handling real-time situations and learning from those mistakes can put forth the company name and actually make your call centres to shine out. Specialised inbound call centre agents should not only possess skills to listen carefully but also pacify the frustrated customers. After all, it's their duty to provide relevant and customer related solutions so that the customers hang up the phone satisfactorily with the solution provided. The long calling queue and missing up important calls can be the main reason for the downfall of any customer service ratings and stats.

Reliable Inbound call centres act as the front end support for any company. Despite the location of the company, an agent speaks on company's behalf representing its brand name. But the increasing competition has made the company find better result driving partner as the need for quality service has tremendously increased. Customers are lifelines for any company and not serving them well can spoil your name and vary your reputation to a great extent. There are certain grievances that the customers have reported against the call centre services provided to them. Let's discuss a few of them:

1) Valuable time wasted on the unnecessary questionnaire:

Time for any customer is valuable. You cannot expect a caller to hold and wait for your response as he might be in the middle of some work. But time issue has been reported as the topmost issue when it comes to customer service. Agents are not trained or are not directed with which questions to ask and how to deal with the important information they already possess. It is expected that an inbound call centre agent should do his homework before resuming a call or taking up a new call. Specific agents just read the scripts provided to them, hence, not providing a relevant solution to the customers.

2) Promising a callback but done:

The second common issue reported is the promises done by agents or the company owners but not fulfilled any of those. Such commitment issues are not accepted. Manually completing all the work and remembering whom to call can be a tough business. So, eventually call centres have shifted their side business to the outsourcing companies or have incorporated an answering machine in their systems to avoid call missing.

3) Repeating information again and again:

Following scripts and checklists are mandatory and it is indeed a good habit. But customers do not like the idea of repeating the same information again and again to each representative they talk to after escalating the calls. For an instance, you reported an issue which a primary level of charge is unable to solve. Now you have requested to escalate the problem to the next and then to the next level. At each level, you have explained the same problem. It is but obvious that the customer will be frustrated and finally hang up the call.

4) Problem with the accent of agents:

Broadly talking about the offshore outsourcing call centres, the service centres in a different country might not have the same culture and their dealing with problems might differ. Though the main aim is to provide a satisfactory solution to the customers when a customer is unable to understand your accent what's the whole point of serving? Therefore, it is important that your agent should have diverse skills to handle a frustrated customer in the language he can understand.

Good Etiquette Advised for Callers that can Result in Quick and Cordial Resolutions

  • Do not argue with customers. Remember they are the foundation of your call centres.
  • Inbound call centres handling real-life scenarios should place their trained agents on the very front door so that a customer does not hang up the call in the very first instance.
  • Know exactly what to talk or how to begin your conversation before going on a call.
  • Do not blame your agents for the mistakes they committed. Instead, ask them not to repeat in the future.

Published by Zoe Sewell