Call center call control
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This document provides guidance on effective call control strategies for customer service agents. It discusses maintaining a positive attitude, properly greeting customers, projecting confidence, focusing on the customer's issue, avoiding trigger words, and determining resolutions. Specific techniques are outlined, including listening actively, asking probing questions, paraphrasing to confirm understanding, setting expectations, managing difficult customers, and eliminating dead air to keep the customer engaged and the call on track. The overall goal is to lower call handle times, improve customer satisfaction, and ensure the agent, not the customer, leads each call interaction.
Call center call control
- 1. Focused Call Control Call Control Strategies
- 2. Objectives To improve call control tactics • Lower AHTs • Higher QA Scores
- 3. Call Control: Areas of Opportunities Weak Call Control Factors Dead Air Use as opportunity to build rapport Letting the Customer Lead the Call You ask the questions and give the direction Agent Focus Used a focused approach to every call
- 4. Call Control Basics Call Control Elements: • Positive Attitude • Greeting • Projecting confidence • Focus • Stay away from Trigger Words
- 5. Call Control: Attitude Attitude 68% of customers leave due to the negative attitude or indifference on the part of ONE employee.
- 6. Call Control: Attitude Your POSITIVE ATTITUDE is the beginning to great call control. • A good attitude will help you remain in control of the call • Good attitude builds customer loyalty and trust. • Good attitudes will produce great calls, even when the customer‟s attitude is bad. • Attitude is what you say and how you say it. • Attitude determines how well you serve the customer. • A great attitude means you have enthusiasm and a nice tone of voice when talking to the customer.
- 7. Call Control: Greeting Proper Greetings: • Greet customer quickly and professionally We want to make the customer feel as though we are eager to help them and sincerely care about his/her needs. • Sets the tone for the entire call The more upbeat and positive we are from the beginning of the call, the better call will be throughout its entirety • Controls wandering customer While demonstrating a willingness to help the customer, we also want to have control from the start.
- 8. Call Control: Greeting Voice Quality Pitch- avoid monotonous pitch on the phone Volume- pay particular attention to the volume of our voices and increase/decrease it accordingly. Tone- Use your tone to project confidence. No one likes to hear a negative or rude tone in someone‟s voice. Rate- Talking too fast (or too slow) can cause you to lose customer‟s attention, therefore causing you to lose control of the call.
- 9. Call Control: Confidence • Allows you to lead the call, not the customer • Allows the opinion formed by the customer within the first 30 seconds of the call to be a positive one. • Should be projected on every call regardless of the issue Note: Confidence ≠ Arrogance
- 10. Call Control: Focus Focus • Take ownership(guide the caller, ask probing questions, set expectations) • Listen to the customer and take notes • Use team building words • Do not try to read/send email • Do not chat or use instant messenger • Relay confidence in yourself • Think ahead but don‟t make assumptions
- 11. Call Control: Focus • Answer the customer‟s specific questions. • Paraphrase the issue for clarity. • Do not react but respond to conflicts. • Stay away from talking to others.
- 12. Call Control: Trigger Words Trigger Words Trigger words limit your actions and paint a negative image in the customer‟s mind which could lead to the loss of control of the call. Stay away from these trigger words: No, Can‟t, They Instead, use „Can do” approach along with positive phrases **What we can do… **I will be happy to
- 13. Call Control: Trigger Words I can‟t or you can‟t – as in – “I can‟t do anything about that” or “You can‟t do that” Can‟t be replaced with – “I‟m unable to because..” *But –as in- “ I agree with what you‟re saying but…” Replace with - *and or “however” (which is a soft but) *I‟ll try-as in- “I‟ll try to speak to finance department today” “This is what I can do” or “This is what I‟m unable to do”
- 14. Call Control Tips • Determine the customer‟s issue • Use team building words • Answer the customer specific questions • Know the limits of your support • Set expectations- always • Use empathy and enthusiasm • Stay away from dead air and remain in control • Know how to handle irate/difficult customer • Determine and explain resolution • Perfect your scripting • Control your stress • Summarize actions
- 15. Call Control 1. Determine the customer‟s issue: – Listen to the customer‟s words – Listen to the customer‟s “feelings” – Pay attention to key words/phrases – Be friendly – Verbalize your willingness to assist – Ask targeted probing questions – Paraphrase the issue to let the customer you understand
- 16. Call Control 2. Use team building words Team words build a rapport with the customer which will allow you to be in control • Show the customer the same kind of courtesy and respect you desire • Be nice, Smile.. Be optimistic • Verbalize a helpful, solution oriented attitude • Builds customer‟s confidence in you and your ability.
- 17. Team Words Team Words • We • Let‟s • Us • Our Magic Words • May • Please • Thank You! • You‟re Welcome!
- 18. Call Control 3. Answer the Customer Specific Questions • Use open-ended questions tactfully • Do not deviate or give false information • Do not set improper expectations • Do not “punt” the customer • Let the customer know you are there for them. Have an attitude of service.
- 19. 4. Know the limits of support • Knowing your support boundaries will keep you on track • Do not go out of the scope of support • Knowing your guidelines in support will produce efficient calls and prevents irrelevant troubleshooting. • Do not set a precedent • It is important to learn to “tailor” your comments appropriately to the flow of the call and the emotional needs of the customer.
- 20. Call Control 5. Setting Expectations Always set expectations and Time Frames—you will remain in control. • What you are going to do • What you are doing • What you have done This area includes what actions are going to be taken and why, a timeframe, and a willingness to serve. Paraphrasing is the key to a great call control. It ensures you on the right path.
- 21. Call Control 6. Empathy and Enthusiasm Empathy • I understand • I would also be upset • Let‟s see what we can do together • I apologize for the inconvenience Enthusiasm • Great!!! • Excellent! • I‟d be happy to! • Of course..
- 22. Call Control 7. Stay away from dead air and remain in control Eliminating dead air will eliminate the chance of getting off track. ***Dead air allows an opportunity for the customer to gain control of the call Ways to fill dead air: Use it as an opportunity to educate Use this to build rapport Paraphrase the issue again and explain the troubleshooting steps. You can also use this time to summarize the actions taken thus far example of laziness and lack of focus
- 23. Call Control 8. Handling Irate/Difficult Callers • Remain calm • Let the customer vent while listening for keywords • Collect information • Respond to the customer do not React • Verbalize that you will do all you can to resolve the issue • Use empathy and encouraging words throughout the call. Listen Respond Empathize Resolve Issue
- 24. Call Control Tips Responding • Let the customer vent • Use restraint • Breathe slow • Manage Tone • Correct Words Reacting • Voice gets louder • Speak faster • Get defensive • Retaliate • Attack them back
- 25. Call Control 9. Determine and explain the resolution Utilize your resources: • Training materials • Online Tools • Co-workers • Help Desk • Team Managers
- 26. Thank you