7 Customer Service Tips for Call Centers

For most companies, customers are a walking and talking form of advertisement. In many cases, customer service call centers may be the only place where a company has direct interaction with its clients. It is essential that the right amount of attention and courtesy is delivered over the phone to customers. However, striking the right balance between keeping customers happy and dealing with irritated customers eager for a quick resolution can be challenging.

customer service

You want your call center to not just provide good customer service, but to provide a customer service experience that stands out from the rest. Here are 7 tips that call center managers and agents can use to improve their customer service experience.

1. Body language

Have you ever heard someone say; “I heard their smile over the phone”? That’s because your mood, thoughts and body language are all aligned with the way you behave and act. A person who is having a bad day is more likely to reflect a negative attitude over the phone through their tone of voice and responses.

To avoid letting any frustration leak through the phone, make sure you are sitting up straight when you’re on the line, and try to speak with a smile. Improving your body language will emit a friendly and engaging energy over the phone.

2. Listen before speaking

After dealing with multiple calls regarding the same general issues, you may already have a pre-conceived notion of what the customer’s issue may be along with the solution from the beginning of the call. As tempting as it may be to cut them short, never interrupt the customer. Listen to them fully and allow them to express their complaint or problem entirely.

By doing so, your customer will feel more valued. This will also ensure that you are, in fact, addressing their specific issue properly.

3. Be your customer’s advocate

A customer wants to feel understood. Speak with authentic concern in your voice and say phrases such as, “I completely understand how you feel,” and “you’re right to be upset.” Making customer care the main priority will promote customer loyalty, and that alone is of immeasurable value to any business.

4. Values-based service

Brainstorm a list of values and principles that should be reflected in every phone conversation at your call center. Some examples include respect, trust, and awareness. The list can be created as a team or individually. If done as a team, the activity will produce a clear company culture among staff members. Print this list out and display them in the office or in your workplace as a reminder of how you want your customers to view your service. These principles can also be used as ‘metrics’ to track performance based on customer feedback.

5. Offer a callback option

We’ve all experienced this scenario: A customer waits a decent amount of time for an available agent. They finally get an agent on the line, and just when they are about finished explaining their problem, the call drops. The customer is extremely frustrated when they realize they have to call back and start the process all over.

This is common, but restarting the entire call process can easily be avoided by making sure the caller’s contact information is collected. Some call center software may automatically do this, or it may have agents ask for the customer’s phone number at the beginning of a call and offer a callback option if the need arises. This allows call center agents to handle problems effectively and in their entirety.

6. Monitor call center effectiveness

Evaluate which methods are effective in increasing the overall level of customer service by implementing call recording software as a tool for monitoring calls. In order to build a good reputation in the community, it is important to make sure improvements are being made.

7. Promote yourself

Once you have made a name for yourself and have been proven to provide excellent customer service…let the world know! Highlight how your service differs from the rest via social media or marketing materials. The key here is to make sure you have an existing customer base that can attest to your claims. Engaging your customers by maintaining a good social media presence can be the driving force for fostering loyalty and distinction.

These tips will ensure that agents provide the best resolutions and support to their clients. Don’t just deliver good customer service; deliver a unique, helpful, and friendly customer service experience that builds relationships.

Daphne has been writing about customer service and business related topics for many years and currently writes on behalf of the call center recording specialists at Kova Corp. In her spare time, she enjoys capturing moments through a camera lens; traveling to new and far away places and cheering on the Florida State Seminoles. Follow her on Twitter @daphnelefran

Image courtesy of  StockImages at FreeDigitalPhotos.net

5 Ways To Keep Your Work Vehicle Organised

When your vehicle is like a mobile office and workshop in one, it can be really difficult to keep it tidy. Trying to organise tools, safety equipment, paperwork and technology is no easy feat. Here are some easy ways to help you organise your work vehicle.

work vehicle

1. Invest in a Service Body

If your work car is full of tools and equipment, it is worthwhile to spend some money on a service body. You can then put each item in its own place, making it easy to lay your hands on the exact tool you need, when you need it. Service bodies, such as those available from XL, are also lockable. Your tools will be safe during transport and when you are out and about. You may be able to claim the expense back as a tax-deduction, and your tools will have less wear and tear now they are secure.

2. Make Use of the Space Under Your Seats

Those small items that you need to keep in your car, but rarely use, have a new home. Most cars have space underneath the seats, between the tracks that control the position of your seat. This space is ideal for storing the service books (if they don’t fit in your glovebox) or a notepad for those days you need to write down customer details.

3. Store Your Paperwork Out of Sight

Whether it’s your registration and insurance papers or various receipts and invoices from jobs, paperwork quickly clutters up the car. Those papers are important and need to be stored somewhere they won’t accidently get thrown out, spilt on or torn. Pick yourself up a plastic sleeve or Filofax to store your essential paperwork in. A thin plastic sleeve is best as it can easily be stored in the glovebox, beside the seat or in the side pockets. Be vigilant about putting your paperwork away as soon as you get it. That way you won’t have to pull every item out of the car looking for one receipt.

4. Install a Holder for Your Mobile Phone

Ever had your mobile phone slip out of your pocket and disappear under the seat? It’s incredibly frustrating and difficult to reach it when you are in hurry! If there is not a dedicated pocket for your mobile, installing a holder means you know exactly where your phone is when you are on the road.

5. Clean Out the Clutter

If you are prone to eating on the way to and from work, it’s highly likely your car will accumulate food wrappers. Regularly go from work to the gym? You might find your car full of odd socks or gym towels that have been left behind at the end of the day. Regular cleaning and de-cluttering of your car is a must to keep it organised. Your work vehicle may also become a receptacle for those loose bits of wire, hose and timber following the completion of a job. Get in the habit of cleaning out these items regularly.

It’s not an impossible task to keep your work vehicle organised. A few small adjustments can make a big difference to the cleanliness of your car. What are some other suggestions for organising your work vehicle?

Image courtesy of StockImages at FreeDigitalPhotos.net

Benefits of Online Timesheet Management for Businesses

Advancements in technology have enabled software developers to create programs that businesses can use to streamline processes making them more efficient and effective. One such software is the online timesheet management system that tracks business processes from attendance to productivity. This software has a multitude of benefits that can improve business processes.

online timesheet management

Convenience. Gone are the days when HR personnel would tackle piles of documents and go through hundreds of time cards just to check employee attendance. They don’t even have to deal with the tedious process of creating spreadsheets and tallying work hours. With online time management systems, employees can easily log in and out, even remotely. This makes it convenient for businesses to keep track of work hours and absences.

Flexible Monitoring. Different employees have different levels of accountability. An online time management system enables businesses to adjust the level of visibility for each employee. Employees may be required to just simply log in and out, provide screen captures, or submit custom reports.

Ease of Reporting. With an online time management system, reports can be created with great ease. The software can be used to compute for work hours, absence rates, overtime rates, and even track budget spend. Creating absenteeism reports, employee utilisation reports, project budget over time reports, and employee project matrix reports can be done promptly.

Track Productivity. More than just tracking attendance, a time management system allows businesses to track employee productivity. Employees can be required to note their progress in the project they are working on. This makes it easier to assess business productivity and even facilitate accurate billing of clients.

With an understanding of how beneficial online timesheet management systems are for your business, your next step is to find a reliable software provider that would meet your requirements. Timesheet Portal provides businesses with software that is easy to use and is flexible enough to suit your business needs. Since it was launched in January 2009, it has continued to grow and is now the software provider of over 250 companies across the globe. With such a software, you can do away with your paper-based system and make your business processes more efficient.

Well Stretched Cash for Christmas Season

Most employees look forward to receiving their 13th month pay or bonus which is given out before the 24th of December as mandated by labor laws in the Philippines. This incentive serves as a reward for the service given by the employee. But instead of rewarding themselves, people usually allot this incentive for holiday expenses. Sadly, some people still end up with post holiday debts despite of the extra money they have. The only way to avoid this scenario is to manage your budget and make use of well stretched cash for Christmas Season.

well stretched cash
The first step in managing your budget for Christmas Season is to make a list of projected expenses for the holidays and your available cash. This will help you analyze and plan your spending activities during the holidays and help avoid unnecessary expenses. List your expenses according to priorities and be prepared to pare it down in case you fall short on your budget. Aside from presents, decors, and Christmas dinner menu, one should also consider incidental expenses like gas money for shopping and social gatherings or added utility costs if you plan to host parties in your home. As your list lengthens, start thinking of ways on how to turn your funds to well stretched cash for Christmas Season.

Once you finish your list, put an estimate cost for every item then add them all up. If you have enough cash to cover the total cost in the list then all you have to do is stick to the list and budget allotment. However, if your available funds can’t cover the projected cost then you’ll have to pare down some items. Finding ways to stretch your budget can help you keep items on your list without overspending or resorting to debt. Discount deals and coupons are great tools for stretching your cash. The money you save on these promos can be used to purchase other items on your list. If you are a member of a rewards program then now may be a good time to cash in or redeem your points. Those who want to save on time, energy, and fuel can do their shopping online. Make sure to shop at trusted online stores only to avoid hassles from poor service.

A few smart shopping tips can help you get a good stretch on your budget for the Christmas Season. This allows you to make the most out of your hard earned incentive and have a truly rewarding holiday. A well stretched cash for Christmas Season is an incentive spent well.

Image credits: Pixabay.com

Industrial Efficiency Is The Number One Goal For Wear Technology

If you are the owner or manager of an industrial corporation that specializes in heavy duty activity, such as mining or fracking, you should be aware of the need to increase the profitability of your company area. For many years, owners of industrial work sites have sought for ways to make their operations more streamlined and more efficient. It really isn’t a stretch to say that industrial efficiency is the number one goal for most heavy industrial operations, and that many methods have been adopted over the years to further this all important goal. However, there is one in particular that stands out.

wear plate

What Improvements Can Wear Technology Bring To The Work Place?

Perhaps the most important technological breakthrough in the past few years has been the invention and near universal adoption of wear technology. Despite its increasing popularity and prevalence in the industrial work place, it may be that you are reading this article and wondering to yourself, “Just what sort of improvements does this new invention bring to the table?” The fact of the matter is that wear technology, which makes use of specially designed and engineered wear plate, among other ingredients, is the latest and greatest addition to the longstanding tradition of work place safety.

What Makes Wear Technology Such A Vital Addition To The Industry?

You may also be wondering just what exactly it is that makes wear technology such a vital addition to the industry. Without engaging in a long and overly technical discussion, the gist of the matter can be boiled down to something like this: Wear technology is the state of the art solution to keeping heavy industrial equipment efficiently, productively, and safely maintained. By increasing the efficiency and life expectancy of equipment, wear technology also increases the ultimate profitability that can be expected to be garnered from it. In short, wear technology is a money saver – and a money maker.

Should Your Company Make Use Of Wear Technology?

If you are considering whether or not to adopt wear technology for the use of your own company, the answer is an undeniable yes. If you’re tired of refurbishing or replacing your heavy industrial equipment after a few short months or years, the time is now to adopt a new solution that will put an end to this periodic headaches, once and for all.

Image Credits: Pixabay.com