Phrases agents must NEVER use

Phrases agents must NEVER use

3 . September . 2018

Customer interactions, both good and bad, are likely to affect brand loyalty. You, as a customer service agent, must ensure that every caller is pleased with your service skills, so that the business which you represent is not negatively affected by the consequences of your customer interaction. To do this, you must be made aware of common customer service phrases that irritate callers.

Listed below are 5 such statements and suitable suggestions for how to refrain from using them.

1. What were your details again?
A common source of customer frustration comes from when they are made to repeat their personal information and details to a call center agent. Customers appreciate efficiency, so make sure that you have clearly recorded such details in your Customer Relationship Management (CRM) system, in order to avoid repeating yourself. As a representative of your company, the customer will consider your efficiency as a trademark for the business.

2. I’ll get him/her to call you back in a minute.
Putting an ambitious time limit on when a colleague will continue a customer enquiry can be tricky. If you offer the customer such a time restriction, and your co-worker fails to work to it, this can be misconstrued as laziness on your colleague’s and your own part. Thus, you risk damaging your company’s reputation. Unless you are absolutely certain that the other person will be able to contact the customer within the required time limit, never offer one.

3. Let me investigate.
Whilst it may seem a perfectly legitimate statement to make, this phrase is too vague and can cause the customer to feel like they are about to be involved in a massively drawn-out situation. You must remember that efficiency is crucial to effective customer service. Therefore, you should inform them of your action plan for resolving their query and provide them with a realistic time period in which you will deliver that solution.

4. You are our priority.
As a call center agent, you are probably going to receive hundreds of calls every day, and the majority of these callers will understand the sheer number of people that you have been talking to. Therefore, it is likely that the customer will feel patronised by such a comment, knowing that you have only said it to “sweeten them up”. So instead, divert yourself from using such language and simply present your intentions to solve the matter, whist ensuring that the customer is happy with each detail provided.

5. Please can you hold for a moment?
Being forced to wait is something that no customer enjoys and it can cause them to feel frustrated when they have little idea of why you have done so. In order to minimise such frustration, keep them informed of the actions that you intend to take while they are on hold.

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Improving Client Care Services

Improving Client Care Services

29 . August . 2018

“Customer service” is the most frequently used keyword used by banking customers and it’s been obvious that this keyword was tied to both the highest and the lowest sentiment scores, meaning that service can largely determine if someone is disgruntled and angry, or surprisingly pleased.

For banking institutions, there’s also fewer in-person touchpoints with the customer, as many transactions have moved to mobile, and banks actively encourage people to use the ATM’s expanded functions or transact online. But people still use the phone when they have questions, and they expect competent and speedy answers. However, there’s opportunity for vast improvement within financial services providers’ call centers as well as their other channels of communication such as email, chat, or social.

Poor customer care results in multiple bad outcomes for financial service firms. Losing customers is costly, as there’s considerable marketing and sales efforts that must go into acquiring new “replacement” customers. To remain competitive, financial service providers have to adopt new tech-driven tools and adjust their business models to keep customers engaged and satisfied.

Performance Evaluations of Every Interaction
Financial services firms know they need to improve individual agent and department-level performance, but unfortunately there’s not typically enough available data and insights that inform this improvement. Consider the typical call center’s method of conducting performance reviews. A supervisor will manually “listen in” on only a few of an agent’s calls per month which typically works out to less than three percent. This not only results in an inaccurate view of agent performance, it does not reveal the insights that can be found in the other 97% of agent-to-customer interactions.

An elegant solution can be found with new tech solutions that transcribe 100 percent of call recordings into searchable text. By turning speech into text, these solutions can then develop analytics that provide managers with entirely new layers of insights. Such solutions can gauge not only an agent’s ability to follow compliance and sales scripting, but also their empathy and tone.

Supervisors can identify agents that are ending calls too quickly, or using confrontational language with the customers. Using analytics means call centers can spot and fix negative behaviors while also promoting positive actions to create a feedback loop of agent improvement.

In the broader context, access to such analytics provides a business with valuable information about how it is viewed by the average customer.

Context-Based Coaching with Analytics
A company that records 100 percent of interactions can provide agents with accurate and repeatable data that’s tied directly to the individual. Armed with this data, the supervisor can provide truly personalized training. Perhaps the analytics shows the agent knows all of the right compliance language, but does not show enough empathy on difficult phone calls. The supervisor can have the agent skip a compliance training session and instead more efficiently spend time working with them one-on-one to develop more empathetic phrases and tone. And since these analytics platforms can present data in near real-time, the coaching can also be adjusted dynamically to account for the actual “on the ground” conditions.

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Best Phrases to Use for Building Rapport

Best Phrases to Use for Building Rapport

12 . August . 2017

Whether you’re investigating a query, addressing a complaint or just giving general advice, building rapport is enormously important in the contact center.

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Tips for Successful Performance Management

Tips for Successful Performance Management

7 . July . 2017

Are you looking to improve the contact center? Here’s a selection of top tips for contact center managers.

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