Today, any type of company that utilizes the services of a call center should know that providing top quality customer service is more important than ever. In fact, according to salesforce.com, “…over the next 12-18 months; inbound service requests will increase more than 20% across mobile app; mobile chat; and social networks.” An increase in inbound service requests means that every member of a team of operators must be trained to handle incoming calls or chat requests with courteous efficiency. After all, these operators serve as the representatives of a company. When a customer or vendor is speaking with a call center operator, he or she is forming a general impression of the company or business. Take a look at the top three mistakes that call centers make training their operators. Knowing this information can help you to avoid mistakes that can end up hurting the bottom line of your business.
Keeping Callers on Hold for Too Long
When it comes to training a team of operators, one of the biggest mistakes is not teaching them how to handle calls with efficiency. When an operator doesn’t know how to direct a call, the caller is left on hold for an unreasonable amount of time. Also, when an operator doesn’t have the answer to a question, the caller must wait on hold until the operator obtains that information. In both of these scenarios along with countless others, callers are likely to feel that they are not being treated with respect. Furthermore, when the caller finally hangs up the phone, he or she is left with a poor impression of the company. Unfortunately, the customer may decide not to business with that company again.
Connecting Callers to the Wrong Department or Employee
If an operator isn’t able to answer a caller’s inquiry, he or she must know how to transfer the call to the proper department or employee. Neglecting to teach operators how to do this is the second most common mistake made in the training process. When callers are transferred to the wrong department, they end up explaining their situation to an employee who isn’t able to help them. This causes frustration to both the caller and the employee who must take the time to redirect the call to the proper department or person. Handling all incoming calls with accuracy and efficiency is a sign that a company is professional and is appreciative of its customers.
Misunderstanding a Caller’s Issue or Question
The third mistake made during the call center training process is neglecting to teach operators how to evaluate a caller’s question or issue. As a caller is speaking, an operator should know to jot down a few quick notes in order to fully understand the reason for the customer’s call. Callers can quickly become frustrated if they feel that an operator is not listening to or understanding them. With a little direction during the training process, operators can learn how to absorb and evaluate what a caller is telling them. With the right kind of training, operators can provide callers with the satisfactory solutions they are looking for.
Finally, since most small businesses don’t have a huge marketing budget, they need ways they can compete with big business and garner more customers. Ensuring that all of the operators in a call center have the proper training is an effective way for the owner of a small company to create positive word of mouth for his or her business. The operators who are representing a business are equipped to provide callers with fast, efficient customer service leaving them with a positive impression of the business.