First impressions are everything.
The first contact with any business is usually a simple telephone call. When you are on a call representing your business, it is crucial that you are professional, friendly, and accommodating. However, “being professional” can be defined differently depending on whom you ask.
Yet, there are some essential criteria to “being professional” on calls that are universal. Here we will look at 5 of those criteria and what they mean.
#1 Speak Clearly
One of the most important things you can do on a call is to speak clearly. You want to talk slow enough so that it is easy for the caller to understand every word. You also want to speak loud enough so that the caller can hear you even with any background noise or a less than ideal connection.
It is also essential to maintain a calm and respectful tone, regardless of how a caller speaks to you. Doing so can often be challenging in certain situations, but it is an absolute must. Call center agents are trained for this particular scenario and have lots of experience dealing with unhappy or upset callers.
#2 Answer Calls in a Timely Manner
You want to answer all calls promptly. When a customer is calling and not getting an answer or the line rings endlessly, it is not a good first impression. This type of experience can taint an otherwise positive experience with your company. It would be best if you tried to answer all calls within the first three rings.
If staff cannot keep up with the incoming calls and calls are being missed, you can outsource overflow calls to a call center such as Ansafone Contact Centers. You can also utilize a contact center to answer all incoming calls and then transfer calls directly to the proper employee if needed.
#3 Listening is a Priority
While helping the caller is the main priority of most calls you will receive, we must thoroughly listen to the caller and fully understand the issues. To do this, you must give the caller 100% of your attention and use active listening to ensure they communicate their needs properly.
Active listening is a skillset that contact center agents take training for. Being able to listen correctly and using active listening skills to keep a caller talking and elaborating on the issue allows the agents to adequately address the caller’s problem.
#4 Develop A Personal Connection
Potential customers often place calls to dozens of companies when researching or quoting a project. In these situations, making a personal connection with the caller can help set your company apart from the rest of the pack.
Additionally, developing a personal connection with a caller puts them at ease and can help them feel comfortable enough to express all of their concerns. Once they have fully expressed their concerns, it gives you a chance to address them adequately.
#5 End The Call Appropriately
Just as important as your overall conduct, how you end the call matters. You always want to make sure that you ask the caller to make sure you have helped them with everything they needed. If a request could not be handled, you want to make sure that you explain in detail why.
It is vital to end the call on a warm and friendly note. You want a customer’s last memory to be a friendly employee and not someone trying to end the call quickly.
About Ansafone Contact Centers
Ansafone Contact Centers is an award-winning, BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omni- channel services, fully-equipped to help you in business and any special circumstances.
Request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.