10 Tips to Provide Excellent Customer Service in a Call Center

When communicating with a contact center, users may hear the phrase: “This call may be recorded to ensure quality.” But is all this information really going anywhere? The answer is yes.

Thanks to the call recording, the number of times a person has to call to resolve their query, the average attention time, the effectiveness of a customer service agent, etc., is recorded and analyzed. And from the statistics that are extracted, trends emerge.

These trends reveal that 52% of the times, call center agents do not resolve problems on the first call. This means that if there were a simple 1% improvement, companies would save an average of € 250,000 per year, not including the financial benefit of customer retention.

What changes can be implemented to improve the customer service of a contact center?

10 Tips to Provide Excellent Customer Service in a Call Center

1) Enjoy the Call

The agent must begin with a desire to help the client and a helpful attitude to help create a more positive connection between the two. Positive connections open the door to building a good relationship. Treating clients with respect and at the same time being able to correctly analyze the problem in question, making the solution correct and efficient, will help develop a relationship and retain customers.

2) Be Optimistic about the Ability to Find a Solution

Even if the situation is complicated, it is wise to speak with affirmations. Using more positive statements like, “I understand how frustrating this is” or “If I can’t figure this out, I’ll put you in touch with someone who can help you,” will reduce negativity and make the client feel important and cared for. This, in turn, will reduce negative comments about the company.

3) Practice Active Listening

When customers are asked what the key to excellent service is, they generally say it is showing interest and concern by listening carefully. Therefore, agents must make sure they understand what they are being told and not make assumptions based on what they think they want.

4) Ensure Understanding of Customers

Customers can often feel that they speak different languages. Therefore, it is important to present the case (and possible solutions) in a way that the customer understands. This may require rephrasing or explaining things in various ways, as well as using simple terms that all users can understand.

5) Use a Calm and Relaxing Tone of Voice

Agents must empathize with each customer’s situation by expressing a sincere desire to solve their problem. An annoying or inappropriate tone will negatively affect clients, making the handling of the inquiry and its resolution more difficult.

6) Do More than Necessary

Thinking and trying to anticipate other issues the customer may be experiencing or may encounter based on their initial question will greatly reduce the need for callbacks.

7) Keep Someone Waiting is not a Positive Customer Experience

Respecting the time of clients explaining their reason for consultation, after waiting to be served is key. In this way, agents will be perceived as efficient and responsible.

8) Be Patient

The more patience an agent exhibits, the more positive and effective the call will be.

9) Review Recorded Calls with Supervisor

It is important that officers take time to listen to recorded calls with their supervisor and avoid becoming defensive with their criticism. Greater awareness of behaviors is a powerful improvement tool.

10) Focus on Personal Progress

Agents have to seek personal improvement and challenge themselves to improve little by little, day by day. You don’t have to be flawless to be successful. Just looking for ways to improve your skills and make positive changes.

In conclusion, the ultimate goal is that customers are satisfied with the customer service and with the care offered by the agents. Therefore, maintaining a positive attitude, offering effective solutions, and expressing genuine concern to resolve the customer’s query will create positive changes in the call center. Respect, coupled with a positive attitude, will improve both CSR and the customer experience (CX) and lead to a better overview of the company by users.