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Updated by Sandeep Mehra on Oct 14, 2021
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3 Best Call Center Services Practices That Can Shape the Image of Your Brand

Outsourcing call center services provides a great way to access the skills and expertise of agents well-versed with best call center practices.


3 Best Call Center Services Practices That Can Shape the Image of Your Brand

3 Best Call Center Services Practices That Can Shape the Image of Your Brand

One of the biggest reasons for the sale of a product is its image in the eyes of customers. The image is created by generating goodwill over a period of time, but the hard fact is that it can be destroyed in a matter of minutes. Call center services, despite all their advantages, are nothing less than landmines waiting to explode. One wrong step and everything comes crashing down. A well-drilled call center team is required for careful and successful delivery of call center services.

Hire Call Center Outsourcing Services That Follow These Practices

There are several call center parameters that need to be adhered to for the rightful communication of call center services. In-house teams need to be trained very well for achieving the desired results. But, the task of training can be very straining for an in-house operation and does not always guarantees a positive outcome. Therefore, a better option is to employ call center outsourcing services provided by a seasoned veteran in the field. However, always keep in mind that they follow the best practices, at least the following 3 to stay clear of the landmines and promote a positive image:
1. Refrain from using get-out-of-jail phrases – Even the most experienced call center agents sometimes resort to cheap tactics to get out of tough situations. They often use phrases that they perceive as harmless, but actually they can have a major impact on the image of a company. Citing company policies at every juncture without even trying to explain the situation logically to the customer is a big ‘no’. Also, phrases like ‘calm down’ or ‘I don’t know’ impact customers’ psyche in the worst possible way. Therefore, it is essential that such phrases are eliminated and better alternatives are chosen.
2. Minimize hold and mute – Hold and mute are standard features on a VoIP phone, which are meant to be used in certain specific situations. Hold works best when you have to transfer the call or take help from a colleague/TL/manager. However, agents use it often to take a break from a call or simply dozing off. Likewise mute is provided on the VoIP phone to mute the call when suddenly there is a need for it e.g. when you have an uncontrollable cough or burp or someone else interrupts you suddenly. But, it is often used to cut customer audio when he is venting out his frustration.
3. Positive and genuine greetings – While there are standard scripts to welcome customers on the phone, it is a better practice to personalize the welcome message. Especially for experienced agents who have a gift of gab, the times to use standard greetings that feel machine like are passé. By using cutting-edge CRMs, like the ones provided by call center veterans like Vcare and Convergys, it is possible to access customer information just at the moment a call arrives and shape the welcome message accordingly. Even the newbies in a call center operation should be given the liberty to form a welcome message that resonates with customer preferences, while communicating pertinent brand information.
Outsourcing call center services provides a great way to access the skills and expertise of agents well-versed with best call center practices. For those seeking call center outsourcing companies, it is necessary to understand the work culture of their future partner and ensure that they follow the best practices. Correct use of hold/mute, personalized welcome messages and elimination of get-out-of-jail phrases from the customer discourse can change the way customers view your brand.

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