05/01/2010 the night we got snowed in at the Frontline contact centre It was a lovely Tuesday; blue skies and a refreshing mild breeze – that was until it started snowing… (this is the grass verge and road outside our office) The snow came down quicker and heavier than we’d ever seen in Whiteley. We very quickly realised that things where wrong when the usual stream of traffic outside the… Read More »
Christmas is just around the corner now, Merry Christmas everybody! Here it is…. the final instalment! Tip 10 Let the caller hang up first! Nothing worse than ending a perfect call by hanging up on the customer!
Heavy snowfall has disrupted commuters nationwide, shut about 2,000 schools and caused traffic chaos in many parts of the UK. So what if your staff can’t get into work? Do you have a plan for when things go wrong? Disaster recovery is the process of restoring operations critical to the resumption of your business. One of the main factors this includes is communications, both incoming and outgoing calls. Frontline Telephone… Read More »
Tip 9 Tell the caller what you’ve done and what you’re going to do next. For example “Thank you for your call Mr. Jones. I will now pass the details onto our sales team who will be in touch by end of business today. If you don’t hear from anyone or have any questions please feel free to contact me, on any one of my colleagues, on the helpdesk. My… Read More »
Tip 8 Go that extra mile. As the first point of contact for the company it is important that the call handler displays an ingenuity and enthusiasm that will make a positive and lasting impression on the caller. For example; a caller
We hired someone to handle SEO for our company. That person agreed to generate more traffic to our site, and build back links for us. The “expert” we hired went about generating traffic through spamming various blogs. One of these blogs was the hpHosts blog, at http://hphosts.blogspot.com. The admin of that blog contacted our company to let us know the person we’d hired was spamming. A staff member at our… Read More »
Tip 6 Use clear English and avoid jargon. Nothing puts a layman off more than being subjected to a barrage of acronyms or technical jargon. You can’t expect a customer to always know what you are talking about.
Tip 5 Mind your manners. Good telephone etiquette is essential. Refer to the caller by name or using Sir/Madam. Always remember your please and thank yous. Avoid interrupting the caller whilst they are talking and most importantly, be nice.
Tip 4 Listen to what the customer really wants. Remember the caller’s name it really demonstrates that you have listened – use it throughout the conversation. Many callers will express their intent at the beginning of the call, it is important that you are listening and understanding what has been said.