With outsourcing, customer service specifically with call centers have standards that agents or representatives adheres to. Indeed, there is more to call center customer service practice than just simply answering the phones. Customers contact a call center for a number of reasons, and mostly it has to do with complaints, questions or about a particular service or product they received or purchased.
The Phone Manners
Mostly with outsourcing, when a particular customer is to be placed on hold, it is just proper to inform the customer for permission to do so. Goes the same for transferring calls, this allows the customer to know what the customer service agent is about to do. Etiquette starts when a customer service agent answers a call and should last until the phone conversation has ended. A good phone etiquette means answering the call politely with a friendly tone and keeping your mouth free from beverage, gum or food.
The Listening Skills
It is always polite to listen to the customer as they tell you about their problems or issues, refraining from interruptions while they are speaking. Once you have listened to what they have to say, then should you respond promptly. Since outsourcing customer service call centers deal with clientele who need some sort of assistance, it is important that excellent listening skills are employed so customers may feel at ease.
Good Speech Habits
Customer service agents must speak clearly and slowly, avoiding speaking with non-words, such as “um” and the like. As well as refraining from using “lingos” that the customer may not understand. Beyond being a good listener is the need to make sure customer service reps are communicating effectively through good speech habits to be mindful of sloppy speech patterns.
Even if callers are already yelling over the receiver and angry, the customer service agents must be sure to remain professional at all times. By being professional all the time is standard etiquette for customer service call centers. Making sure that the customer service rep maintains a calm tone with the caller, as well as being patient with them.