The idea behind establishing call handling procedures is to deliver a stellar customer experience. To ensure this outcome, you must integrate call handling best practices into the processes. Here are some for you to consider.
Establish Call Handling Procedure
Call handling procedures ensure every call is handled correctly, aligned with your brand value and the experience you want to deliver your customers. Here are some suggestions for points to include when creating the procedure.
Use a call handling script
Create a call handling script for the most common queries, which should be used by all executives. The idea is to give customers a consistent experience even if they talk to different executives at different points of time.
And with just the common queries, you can always create a script for starting and ending the calls in a way that optimizes the caller experience. If the script takes care to summarize the call outcome at the end, you will leave the customer satisfied and feeling good.
Keep control
Encourage your team members to keep control of the conversation. The caller should not be able to steer it in the direction they want to take. New call center executives find this challenging but their managers can help them develop this scale through constant monitoring and support.
Collect caller information
The caller information must always be collected before proceeding with the call. This will help track customer journeys for repeat callers.
Incorporate Call Handling Etiquette
Everyone on your team handling calls from customers or employees will have their unique way of dealing with them. But there are still some things you can ask them to take care of, such as:
- Always smile while talking because people can “hear” their smile
- Always include personalization while talking, such as using their names
- Remain calm and nice even when the conversation takes, or threatens to take, an ugly turn
- Never end the call on a negative note
- Call center executives or anyone answering a call must remember they are not there only to answer customer queries but to make them feel valued
Analyze Call Recordings
Analyzing call recordings regularly helps identify areas to improve in future call handling. It also helps create a log of the most common queries so that scripts can be created for them and executives trained for quick query resolution.
If you are selling software products, call recording analysis can also provide inputs for the development teams before the product actually crashes.
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