I am currently busy training new call-centre agents for a commercial role for a large international bank in Belgium.
In the morning of the 1st day of training, I ask participants to create a charter of 10 best practices for call-centre agents and then to call a real company to see how they perform.
This blog-spot simply lists the things we debrief following the exercise. For most of the calls made during training, the call-centre agent my participants talked to failed to perform well on these points…
If you are working in a call-centre, this is what my 12 training participants want from you when they call:
- Have some dynamism in your voice and smile
- Present yourself and let the client do the same – then use his or her name from time-to-time
- Be polite
- Take your time – or better said: Be available and give time to the caller
- Stay professional, but not cold. Not too familiar, but friendly.
- Speak at a nice speed, adapted to the person you are talking to
- Explain things, including what you are doing whilst on the phone
- Use positive language (eg: “I will do XYZ” vs “I will try to….” or “I can’t do ABC” vs “I can do DEF”)
- Help the client to talk: Ask questions and apply active listening skills
- Use the information you are given by the client (listen well!)
- Propose things, don’t just answer coldly the question you have been asked
- Give advice that is concentrated on the real need of the client and not just an answer to the question he or she asks you (so you need to listen first!)
These final ideas are the top 3 things my training participants want when they call call-centres. These are MUSTs if you are a call-centre professional:
- Make some listening noises whilst the client talks to show you are paying attention – this can be the odd “uh-hu” but will mostly consist of repeating and reformulating what you hear
- Explain why you are putting someone “on hold” or transferring to someone else
- Find a solution!
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Thanks for reading