How can Call Centre Agents impress Customers during the Interaction?

From the business’s point of view, impressing customers is paramount because that’s how you can turn them into brand advocates. To impress customers, you have to do more than expected. However, this isn’t easy to do so. That’s why business owners go for call center outsourcing services.

BPO firms always instruct support agents to provide assistance in such a way that lifts the CSAT score. Sticking to the basics is the key that can help agents to leave an everlasting impression on customers.

Have a dekko at the following tips that will tell how to impress customers during the interaction.

Be friendly

Do you know which factor keeps the CX levels stable? ‘Friendliness of support agents.’ Whenever customers make a contact with a company via telephone, live chat, or social media, they expect the best assistance.

But sometimes customers hesitate to tell their problems because of the professional behaviour of support agents. Consequently, this leads to the delivery of average customer service. Actually, it doesn’t matter customers are complaining about the quality of support service or not because it is a company’s responsibility to deliver the best.

Therefore, it is crucial for agents to make customers comfortable. For this, greeting, giving a small introduction, using a CRM system, etc. could be very helpful.

Once customers come into the comfort zone, they are more likely to tell about issues properly, which, in turn, leads to better assistance. This keeps the CSAT score high and strengthens the business’s reputation.

Don’t make customers wait for a long time span

Making customers wait for a long period of time simply means digging a hole for business. This is so because customers always want a swift response regardless of the mode of communication. In addition, hold time makes customers more frustrated, which as a result, creates a negative brand image.

Therefore, it is suggested to support agents to try to solve queries of customers without putting the latter on hold.

Obviously, we are acquainted with this fact that knotty issues often take time to be resolved. Here, only one thing that agents can do is ‘Take permission from customers so as to put the call on hold.’

This factor is vital because most of the customers don’t mind to be placed on hold if they get informed regarding the same earlier.

In short, BPO firms should try to reduce the average hold time for making call center outsourcing services more preferable.

End the interaction perfectly

In the business world, it is believed that if you have started something on a good note, you should end it on the better one. The ending is very much part of the customer interaction. Therefore, it is significant for agents to end the interaction in such a way that brings a smile to customers’ face.

Here are a few suggestions that would help agents to end the interaction on a positive note:

• Thank customers for making a contact.
• Confirm that all the issues have been exterminated.
• Wish a good day ahead before saying a goodbye.