The Philippines is known for the quality of agents with almost perfectly duplicated American accents, proficient English and pleasant personality that translates over the phone. Observing proper phone etiquette is vital in every call center, Philippines, for one where casual conversations are the norm, needs to train the agents on how to be professional even if they are talking to people halfway around the globe.
There are steps that can be taken to ensure proper phone etiquette is followed:
1. Preparing for phone call. While this step seems odd, this is especially helpful for telemarketers who probably have one of the most stressful jobs in the industry. Unsolicited calls from telemarketers gets people riled up so agents have to psych themselves up before every phone call.
2. Energetic start. A phone call should always begin with a confident greeting. For each call center objective, greetings may vary. What agents should always remember is to practice courtesy. Awkward moments from the beginning would only lead to more fumbling that will result to customer annoyance or dissatisfaction. In effect, the phone call would be unproductive at most.
3. Establishing Rapport. The general rule to building rapport is to sound natural. Although in a call center, agents follow scripted dialogues, inject a bit of warmth and sincerity when making a pitch. Also, keep in mind who you are talking to. A high powered executive may require a different approach from the regular Joe.
4. Hold Techniques. During a call, agents needing to check information will put a caller on hold. There are proper ways of doing this that will not make the caller feel like they’ve been forgotten or neglected. First, ask if the caller minds being put on hold. Be quick in getting back to the caller. If the matter needs more serious research, just ask to get the customers contact information and promise to call back. It’s better to call back rather than waste your caller’s time.
5. Call Transfer Techniques. There is a two-party step involved in properly transferring a customer. First, inform the customer that he or she will be transferred. Don’t forget to tell the caller who to expect and what can he or she do for the caller. Next, talk to whoever will receive the call and tell them who the customer is, their concerns, and why the caller is being transferred.
6. Speak clearly. In call center Philippines, here is where their advantage shines. Filipinos rise above Indian agents when it comes to accents and enunciation. It is imperative that the caller understands you to facilitate effective communication.
7. Tone of Voice. People have different tones and voice pitch. Know your own voice. If you have a high pitched voice, learn how to modulate it when speaking to callers. The tone of voice can be indicative of your mood as well. The caller might misconstrue a natural high pitched voice as aggression so, be aware of this step.
8. Be Optimistic. In customer service calls, irate customers are bound to be annoyed at the most when products or services goes awry and they call to complain or find information on how to remedy the situation. Pick your words carefully. Place yourself in your customer’s shoes and sympathize with them. Offer encouraging solutions and always be positive.
9. Listen and Understand. Don’t just listen to your customers; make sure you understand what they’re saying. Note down their complaints or comments accurately so you can decide the best solution or action.
10. Golden Rule. Always treat the customer with dignity and respect everyone deserves.
Author Resource:-
A computer graduate and loves to travel. Reading current news in the internet is one of his past times. Taking pictures of the things around him fully satisfies him. He loves to play badminton and his favorite pets are cats and walk with them in the park with some dogs.
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