As the business process outsourcing (BPO) industry is steadily growing in the Philippines, the competition in call center industry increases as well. The demand for more effective and qualified call center agents swell as the competition increases due to rising standards set by the BPO clients.
Employment in the call center includes a week or so of training. Training includes customer service, product and service information, communication skills enhancement, and telephone etiquette. Call center s in the Philippines strive to employ professional customer service representatives (CSRs) equipped with great communication and phone skills.
There are several ways on how to achieve call center phone excellence. Call center agents can prepare before taking a call. Making preparation steps will aid call center agents listen and focus more on what their customer s are saying. At the start of every call, be sure to be comfortable speaking to the customer. It is essential in every call to build rapport with the person on the other side of the line.
Building rapport with the customer is easy when call center representatives are confident enough to make “that connection” with the customer. It doesn’t matter if the customer on the other line is a successful and educated businessman or, a young man from the ghetto. It helps when call center representatives sound eager and enthusiastic to assist their customers. It is important to make the customer feel at ease with the CSR they are speaking to.
Call center agents should also be mindful of how they place their customer on-hold during the call. Call center agents may not notice it but customers get pissed off whenever they are place on-hold. A good way to place a customer on-hold is to inform the customer the reason why they need to be placed on-hold. It is also best to ask the customer politely if they are willing to be placed on-hold for a minute or two.
How people sound on the phone is important. There a lot of things that tone and voice can do to influence a customer call. People on the other end of the line can actually tell the mood or disposition of the CSR during the call. Generally, people who smile while talking on the phone sound more happy and confident. A confident tone also makes a call center agent sound certain and in control during a phone call.
Striving for excellence in every aspect of the business, Live2Sell motivates their call center agents to be the best call center reps that they can truly be. Through regular trainings and attractive work packages, Live2Sell motivates and molds it people to excel in the BPO industry in the Philippines.
This Cebu-based call center offers services such as inbound customer service, outbound telemarketing, and virtual assistant service. For more information, you can visit our call center website. Or, e-mail us now!