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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.

Tip 3! Get a Smile in your voice – a smile is contagious. You can really tell when someone is smiling ask they speak. This is something that gets lost in large and anonymous call centres or organisations and something we insist on at Frontline Telephone Answering service. How do you instigate the smile? Keep your team happy and motivated or just simply ask them to try, once they experience… Read More »

Tip 2! 2. If you require a lot of details from the caller manage their expectations, and tell them! There is nothing worse than being confronted by a call handler and a script. Worst of all is when they take you through what seems like a never ending string of questions “Name, number, address, email, favourite colour, last meal you ate, favourite dance move….” The fear in the mind’s of… Read More »

“Good morning, Frontline telephone answering service. David speaking how may I assist you today?” A professional, bright and friendly first point of contact can be integral in developing customer relations and in winning new business. Getting this first, essential contact wrong could drive that all important sales lead to your competitor. The tips below have been designed to ‘wow’ the customers from the start. By adhering to each of these… Read More »

With the ever increasing technology market growing more and more intelligent. blackberries, PDAs, sophisticated voicemail systems and iPhones equipped with internet access. It might appear such tools could mean the demise of telephone answering service. Although you may have tried to save money using computers to answer your phones as technology has improved, many customers will simply hang up due to the annoyance of having to deal with an automated… Read More »

Lloyds Banking Group has announced the closure of its Sussex House contact centre in Brighton, with the loss of more than 500 jobs. In the current economic down turn job cuts and closures always seemed likely but with the news of almost 500 jobs cuts at the call centre in Brighton, it begs the question could it be worse than we expected? Is the recession really finally over?? It was… Read More »

  To further enhance our services, we have some very important clients who require a specific amount of customer service from Frontline.  Therefore Frontline have allocated these particular clients with their very own CSA (Customer Service Advisor). These Advisors are fully trained and knowledgeable in every aspect of these client’s needs acting as their very own personal receptionist, ensuring that we not only offer a fast and reliable telephone answering service,… Read More »