Excellent customer service should help both the business and its customers. The latter get their issues resolved while the former gains repeat business by demonstrating a fast response. Modern and traditional channels for customer support like inbound calls are vital for a business’ success. Therefore, it is necessary to ensure your team has the fundamental skills required to deliver a high standard of service.
Willingness to Listen
Customer service representatives handling inbound calls need to show a willingness to listen to problems. In this digital age, the conversation can no longer be a one-way street. Brands need to take in criticisms and listen to problems. Thus, for agents to accurately resolve an issue that escalated to an inbound call, they need to listen intently.
They cannot be complacent in thinking that the problem has been resolved before. Even similar problems may have nuances that may require their own distinct solutions. Plus, it helps the business see even more points of improvement which helps enhance the quality of their services.
As the first point of contact for resolving issues, agents need to be quick-witted and knowledgeable enough to ask the right questions. These questions guide the caller into divulging details which the agent needs in order to troubleshoot the problem.
Most importantly, they need to know how to ask these questions properly. They have to take care not to sound offensive and disrespectful when probing information.
Of course, your staff needs to have a thorough understanding of the products and services the business offers. Keep in mind that your agents will be taking on dozens of phone calls a day which means dozens of different topics will come up.
When your agents are knowledgeable about the finer details of your offerings, they are able to give more accurate information and deliver it with confidence. A small show of confidence establishes them as an expert on the product which helps build trust between the agent and the caller.
To this end, training will be crucial. This is why contact center solutions providers ensure all their agents are adequately trained and knowledgeable about the company’s products and services. It maintains a high standard of service across its customer support channels.
Critical Thinking Skills
Customer service agents need to exercise prudence and due diligence in their responses. They must exercise the proper judgment to know the best decision to apply in a given situation. Thus, critical thinking skills are important for this.
Critical thinking skills allow agents to piece together information and figure out what the customer is and is not saying. It helps them communicate clearly and effectively through superior written and verbal skills. It is what helps them present solutions in a way that is both conversational and professional.
Handling inbound calls is hard work. It requires serious devotion and time commitment. Fail to respond fast enough and customers leave for a competitor with better service. Upset a customer with the delivery of your response and you also get the same result. Delivering excellent customer service through calls requires agents to form emotional connections with the calling customers. It is a crucial element that shapes a customer’s overall experience with a brand.
So when building a customer service team to handle inbound calls, it is important to do it right. The good thing is, it does not need to be expensive. Your brand can avail of offshore inbound call services from established BPO providers. The cost covers equipment, manpower, and even training. It saves your business time and improves the quality of service. It is also only a call away. So contact Anderson today and let us help you build your inbound team.