In marketing, curiosity about a product or service may be considered the reason for initial purchases; however, it is the experience that determines re-purchasing. As communication directly affects sales, it is very important to give keen attention to customer service both for inbound and outbound queries.
Inbound and outbound call center, though similarly addresses customers’ inquiries, happen to be different in nature. An inbound call center is intended to further attend customers’ concerns while outbound call center is for making follow-ups and tele-marketing. Since transactions are just done via phone calls, inbound and outbound call center must give great consideration to how they talk and what they say.
Undeniably, giving out clients’ good customer experience both for inbounds and outbound could positively affect the business itself. So how would a call center agent positively extend more personal care to the customers on the other line of the phone?
Learn to draw the line between being genuinely concerned and being a persistent “sales” agent
As an agent, you need to know where to position yourself when relating to clients. Some customers may not like agents who are too repetitive in what they are saying. When talking to your client on the other line, make sure that you first listen to the inquiry very well before giving suggestions. As you would like them to avail your product or service, don’t let your persistence get the ire of your client. Give your client the time to explain why he called you in the first place—remember, listening to them is a great learning experience, no matter how repetitive different clients may sound. Let them finish their sentences and don’t ever cut them off. And, while you’re listening, take note of the possible solutions to their problem, then, respectfully offer them your suggestions on how they could make the most out of your product or service if they avail it.
Be consistent in all the support channels
Good customer service doesn’t end when you hang the phone up. With all the support channels available today, making a follow up is easier. Since doing outbound calls might irritate your clients (especially when done consecutively), you could use other communication channels they’re in too. You could possible reach them via chat and email. Responses may not be as quick as with a phone call but sending them a personalized email makes clients feel that you genuinely interested in your transaction with. Even if you are using multiple channels, make sure that you sound the same as the time you first talked to them. Be respectful as possible. If your company’s using a template chat or email, at least make sure that it does sound as human as possible before you send it to your client. Don’t let them feel that they are just getting computer generated responses.
Review your call history
People learn better from experiences, right? We do! But only if we act as your own critic. Take note of the times that your customer becomes or at least starts to sound irate as you were talking to him and find the areas you need to improve on when relating to people over the phone. Always put what you learn into action.
As good inbound and outbound customer service drive more positive results in sales, as an agent, you need to take your job seriously and, more so, passionately. Generally, to channel out good customer service, you need to start with yourself. Have a more positive outlook on your career because it will reflect in your actions especially on how you deal with other people.