Saying no is not that difficult in real life, but when it comes to call center services, it is a confounding task. You do not want to disappoint your customers, but at the same time it is important to implement company polices. When the customer asks for something that simply cannot be done, you need to say the ‘right thing’ instead of answering in the negative.
Diplomacy: An Essential Virtue
In real relations, diplomacy is frowned upon. But while imparting call center services, it is better to be diplomatic rather than being negative. However, not everyone has the talent to be diplomatic and maintain a good customer-vendor relationship. It takes experience, oratory skills and a lot of patience. For this reason alone, outsourcing call center services makes perfect sense.
How to Say No the Right Way?
Saying no the right way requires experience or training from someone who has already experienced call center life. New agents in top-tier call centers like Vcare Corporation – a provider of international and domestic call center services) are groomed by expert trainers and managers. The quality of being diplomatic is deeply imbibed in them.
Instead of saying no you can provide an alternative. If a customer does not like a particular feature of the product and wants to replace it, you can explain the feature in detail and convince the customer. However, there are times when saying no is a necessity, so if and when required, it should be done in a polite manner.
The world is changing as technology evolves. Almost every business operation needs to learn to adapt to the changes in order to stay successful. When it comes to call center processes, technology is shaping the way communication is carried out and the whole process is managed. Call center support outsourcing solutions are evolving constantly, so as to ensure the best experience to the customers.
Think Quickly and Adapt Fast
Technology is constantly changing and businesses are learning to adapt to the changes. An entrepreneur who is already busy with a core process doesn’t get much time to innovate his call center. Therefore, it is vital to choose a vendor that thinks on its feet and adapts according to the demand of the process.
Important tools for flexible call center support outsourcing services:
IVR for self-care
Self-care is becoming the new rage. Many customers, especially the young ones do not want to waste their time in communicating with an agent. All they need is a set of steps that they can follow to solve the issue they are facing. For simpler issues, IVR can be configured in such a way so that customers get an option to access the self-help menu. Self-care IVR solutions are provided by the best call center vendors and they can help reduce call volume reaching the agents.
AI integration along with data management
Customer Relationship Management (CRM) tool is an integral part of call center work. CRM makes the life easier for call center reps as it provides them required information about customers. Agents can choose a list of options to categorize a particular issue and plan their troubleshooting. They can leave notes on the CRM, so that the next agent who takes the call is in a much better position to resolve customers’ problems. However, this is not all. Modern-day CRM can be integrated with AI functionality, so that it discovers patterns in customer’s behavior and relays it to the intended party.
Call center security is a matter for grave concern. Any loss of customer data can prove detrimental to the entire business. Data Protection Act (DPA) is an important regulation that needs to be followed by the customer service agents. DPA requires customers to answer a few authentication questions before the information is revealed to them. In the similar vein, IVR can be used for receiving vital customer information without any involvement of agents. Both these steps can enhance the overall security.
Vcare is a call center and email support outsourcing provider that always stays abreast of the technology innovation.