Call Center Outsourcing
This section of our technical library presents information and documentation relating to call center technology including software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
Contact DSC today. to learn more about our call center outsourcing services.
Get Rid of “Dead Air”
by Fredia Barry, email@example.com
Five easy tips to keep the caller engaged and happy.
When you're tapping at your keyboard, headset on, entering information and moving through screen after screen trying to help your customers, it's easy to forget you may be creating “dead air” for the caller. Sure, you're working hard, solving their issues. But, if you're not engaging the customer, you may be creating a bad experience for the caller. They become uncomfortable because they think you've either forgotten about them, or worse, that you just don't care about them. That leads to poor satisfaction scores about your service and a host of other problems for you and your company.
Here are five easy ways to cut down on dead air and keep you callers happy.
1) Remember the call is more important to the caller than it is to you.
You field between 40 and 80 calls a day. This next call is just another call for you, one of several hundred you're going to handle this week. That's not the way the caller looks at it. This may be the most important call of the day for them or of the week, for that matter. They're calling you because they need help with something important: their finances, their health care, their ability to work, or goods and services they want to purchase. Even if it's the 50th call of the day for you, this is a real person, not just a transaction for you to complete. Remember every caller is a Mother or Father or a Sister or Brother, needing help. Show an interest in them as you would want someone to show interest and concern for one of your family members.
2) Never say the system is slow today.
This is miserable to hear when you're on the other end of the phone. The caller doesn't care one way or another about how fast your computers are working. All they want is an answer or resolution.
3) Thank them for working with you and your company .
Your software gives you an instant memory of experience with every customer. Take advantage of it. Once you start talking to the customer about their past experience, you're creating a strong connection. Your screens show you how long this caller has had a relationship with your company. No matter what the amount of time is (six months or six years) mention that you can see that and thank them for their business, or their loyalty. Ask them a question about one of their previous issues or transaction. Even if it's not positive, the fact you care to ask builds a strong bond.
4) Everybody likes to talk about the season.
Everyone has plans for the current season or upcoming season. Spring may the time to plant new flowers or the start of baseball season. Winter may mean skiing or heading to Florida beaches, or getting ready for the holidays. Asking about their plans for the upcoming season is an easy way to engage the customer, and kill dead air.
5) Yes, you can ask about the weather, but give it a twist
Just asking about the weather today doesn't buy you much time or make you sound very interested in the caller. Instead ask about the weather and then follow-up with how long does this type of weather last for you. When will the leaves turn? When does the snow stop sticking to the ground? When will the daily thunderstorms stop? Get them to talk about what is coming up for them and they'll forgive the time it's taking you to resolve their issues.
So got for it! Eliminate the dead air by engaging the customers, and look for your center's satisfaction scores to rise.
About the Author
Provided by Mark Wiskup - a communication and presentation skills coach in Tampa , Florida You can reach him at firstname.lastname@example.org.