Tips That Can Help Call Centre Executives To Excel
Internet and IT have made the business environment 24X7. With it, challenges and complexities of business operation have also amplified. Convincing a prospective customer and satisfying his/her information quest on telephone or email is definitely tougher compared to face to face meetings. This article comprises of some important tips to help customer care executives in this regard.
Good listeners always excel
The primary responsibility of a Call Centre executive is answering and responding to customer requests on phone or internet. If you do not know what the customer wants, how to can you serve hem/her? Be a good listener to understand what customer wants. In case of outbound telephony services the requirement for good listener is even higher. In this case, there might be cultural, linguistic and pronunciation difference. Unless you listen to the customer patiently, you can not handle the issues that he/she is confronting.
Follow-up is a necessity for customer retention
Call center executives in both outbound and inbound telephony services may have to sell products and place customer orders in computer systems. Try your best to provide relevant information regarding the product of service. Make the customer recognise the value, in addition to the product or service, for which he/she is investing hard earned money. If you are unable to satisfy the information needs of a prospective customer, transfer the call to your seniors. Immediate follow ups on customer inquiry helps a lot in increasing conversion and retention rate.
Figure out the mismatches quickly
As a customer care executive, your job profile may include researching on billing issues, misapplied payments etc. in such situations, be smart enough to promptly recognise, document and alert your supervisor if there is any mismatch. This helps to have better tracking prevents any future mess.
Research and knowledge has no substitute
Gather the best possible information about the language, way of life and behaviour of the target audience. Research on these issues would not only help you to add-up to your efficiency but also enable you to train your juniors better.
Myself webmaster of http://www.2touch.co.uk - customer lifecycle company for Direct marketing, call centres, inbound & outbound telephony services, Customer growth and Outbound telemarketing by expert outsourced sales team.
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