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8 Things Your Agents Should Do on Every Call

By January 23, 2019 No Comments
Woman smiling while working at a call center
Woman smiling while working at a call center

In recent years, customer service has seen significant changes with the adaptation of online chat, social media messaging, forums and mobile apps. Through it all, customer calls are still the most preferred method of communications for customers.

Call center agents are a vital part of any brand’s customer service strategy. Serving as the front line, their actions can build trust or break it, depending on how the conversation goes and their skillset.

To create a positive customer experience and create a loyal following, there are specific skills and actions agents need to implement on calls.

1. Active Listening
There is a difference between hearing a customer speak and actively listening to what they have to say. When call center agents are not actively engaged, customers can tell. Active listening requires the agent to listen, without interruption, to what the customer is saying without trying to handle another task at the same time. This is the best way to get to the root of the call and successfully help customers with their concerns.

2. Be Empathetic
Not every customer concern or complaint will be able to be resolved immediately. Even if an agent can’t help immediately, showing empathy and acknowledging how the customer feels will go a long way in calming customers. Using phrases such as, “I can understand why that would be stressful,” will immediately create a rapport with the customer.

3. Use The Information On-Hand
The last thing an upset customer wants to answer is questions asking for information you already have. This is where a customer management program is beneficial, and agents should pull up every caller’s information to review before asking for known-data. Not only will this shorten the call time, but customers will also feel more valued.

4. Ask Questions
The last thing an upset customer wants to answer is questions asking for information you already have. This is where a customer management program is beneficial, and agents should pull up every caller’s information to review before asking for known-data. Not only will this shorten the call time, but customers will also feel more valued.

5. Be Relatable
Agents need to have a personality and the freedom to talk casually with customers while acknowledging their complaint. Being relatable makes the agent seem more human and less like a robot reading off a script. Relatability is also a key component in building trust and rapport with customers.

6. Confirm Customer Satisfaction
Before a call ends, agents should review what was discussed along with the proposed resolution. Customer satisfaction with the call should also be confirmed by asking, “Are you happy with today’s call outcome,” or “Is there anything else I can help you with today?”

7. Be Patient
Before a call ends, agents should review what was discussed along with the proposed resolution. Customer satisfaction with the call should also be confirmed by asking, “Are you happy with today’s call outcome,” or “Is there anything else I can help you with today?”

8. Say The Right Things
Certain phrases that are okay to use with customers and others that are not. If an agent is unsure, instead of saying “I have no clue,” they should use a more positive phrase, such as, “That is a great question, do you mind if I place you on hold to confirm the solution?” The first question will quickly diminish trust and confidence while the second maintains it.