Leading telemarketing company Phruit recently spoke about the importance of customer service and good caller etiquette as a prerequisite of success in contact center services.
Top executives from Phruit stressed the fact that staff attitude and need for training is as important as the latest technology and accurate data. Also, there needs to be regular call monitoring that can help agents learn from calls and fully appreciate where improvements can be made. Phruit also laid stress on Data security as essential for doing well in the contact center service business.
"We advocate high levels of customer service and are committed to training staff to ensure they are always able to give 100 per cent in this area,” said Ewa Harrison of Phruit, in a press release. “In our training sessions, we teach techniques to encourage trainee call centre operatives to get the most from the call and most importantly, that the recipient is left with a good impression following the call. We teach staff to listen carefully, not to talk over someone and to adapt their approach to different audiences accordingly. For instance, if there is someone hard of hearing on the phone who speaks loudly and slowly, it is important to mirror this so they do not miss any of the conversation. We encourage techniques such as verbal 'nods' - letting the customer know staff are listening - and paraphrasing conversations to clarify a response and minimise misinterpretation."
Harrison added, "Even those agents who have a 100% rating in terms of their call handling are monitored weekly - there's always room for improvement. We also believe it's important to tailor the calls to the person we're speaking to ensuring that the product or service being discussed is relevant. Identifying with their needs and requirements helps us to help them - this in turn means we provide a better service."
Rahul Arora is a ContactCenterSolutions contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.
Edited by Rich Steeves