Providing the best customer service is crucial in any Business Process Outsourcing (BPO) company as it allows for your brand to be recognized. Here are six golden rules to ensure that your customers are satisfied while providing a gentle human touch.
Begin with a friendly greeting
Every interaction should begin with a warm, friendly greeting. However, giving your agents personality, it would ensure that each response sounds natural—they should have the option to choose phrases that best suit their dispositions. In this manner, customers will not have to hear the exact same words every time they call your company and will feel that their conversations are more personalized and impulsive.
Invite customers to explain
After the initial greeting, agents should always ask how they might be of service. More importantly, they should invite customers to explain their issues. Representatives should interpolate when they need to clarify information and to express their understanding as the customer speaks.
The idea is to give customers a chance to share their feelings and provide information while keeping a conversational tone.
Inform customers when there is a pause
Dropped calls are a significant source of frustration that has been happening in call centers. However, customers should always know when agents are simply listening to them or looking up information. Agents should inform customers about these pauses and let them know what they are doing specifically at that time, and they should give an estimated wait time if possible.
Check for customers’ understanding
As the agent work towards finding a solution to the customer’s issue, it is essential to make sure that the customer understands it. More so, they should ask customers directly if they have any questions or if they are in any way unsatisfied with the solution offered. Make sure to give customers the chance to provide their opinions and have a voice in finding the answer. This way, the customer will know that their input is also valuable to the company.
Abandon the script when necessary
There will be times when agents need to leave the call script aside and be more natural. This may happen during a difficult case: a customer might be agitated, or perhaps finding a solution requires extra support from other agents or supervisors.
When this happens, agents should remain calm and approach customers intuitively. Training agents to better handle these situations is a great way to ensure that they will not feel overwhelmed when such scenarios arise.
Test call scripts regularly
To really know if your call scripts are successful, test them regularly. Speech and text analytics may provide insights, and agents may also offer their own feedback. After all, they are the ones speaking to customers every day and will have a deep understanding of what is expected from your brand.
Contact us so that we can help you to deliver the very best customer experiences.