Most businesses have call centres, or at the very least, staff manning the telephones. It is an essential part of customer service and aims to make the customer experience a positive one. But why exactly do people contact call centres in the first place? We’ve narrowed down three top reasons, and the importance of responding to them.

1. They want to make a purchase

First and foremost, many of your phone calls will be customers wishing to purchase a product or service from you. With that in mind, staff should always have strong product knowledge. Employees should display empathy to the customer’s needs and clearly inform them of the best product or service to suit their situation. Call centre staff should be able to adapt to each individual customer, to ensure every experience is a good one.

2. They are confused

Customers will call to find answers to their questions. Whether they are confused about a product or service, or because they don’t know how to operate/use the item they’ve purchased from you. People often prefer to call when confused, rather than navigate instructions or website FAQs. This is because they can receive a more direct and personal response to their queries. Call centre staff should therefore be able to confidently and clearly relay information and resolve customer concerns and confusions in a timely manner. You should also aim for 24/7 call answering, to ensure customers aren’t left in the dark.

3. They want to make a complaint

Complaints are never ideal, but all call centres should know how to handle them. An angry customer can be resolved into a happy customer with the right approach. Contact agent reactions should be sympathetic and understanding before becoming helpful and concise. By listening well and communicating effectively you can provide an adequate solution that suits the business and the customer.

For professional staff who can handle all customer contact centre scenarios, consider outsourced customer service. At Frontline (http://www.wearefrontline.co.uk/contact/) we provide businesses with fully trained, knowledgeable staff who will train to learn your business. With 24/7 call handling and the highest levels of customer care, you’ll have a customer service that sets you apart from the crowds.