Getting The Most Out Of Your Call Center Experience
Customer Service Representatives in a call center environment are faced with the daily challenges of dealing with various personalities. These personalities range from cheerful to irritation to down-right hostile. It’s a daily challenge, but you can make your own personal encounter with a call center representative a very pleasing experience.
First, take stock of your attitude. Are you having a bad day? If so, this disposition sets the tone – usually a negative one – for how you will communicate with your call center representative. Keep in mind that you are calling a representative because you need assistance. Whether it’s an answer to a question or something you’d like to order, the outcome will always be better for you if you maintain a positive attitude throughout the encounter.
Second, make sure there is clear communication on your part. When connected to your call center representative, don’t start rambling about three different topics all at once. Instead, let your representative know that you have multiple requests. Remember, your representative is there to help you. Giving clear and concise statements, one at a time, will alleviate confusion, provide clarity, and allow him/her to address each issue individually. Have all of the necessary information readily available like your account number, phone number, etc. Although most call center representatives can pull up customer information using a variety of methods, not having your basic information at hand can sometimes lead to a more time-consuming phone call than you would like.
Third, be cognizant of background noise. It’s not a good idea to call your call center representative from your cell phone while you’re driving with the windows down. The sound of air or wind rushing past a car window is magnified through the representative’s headpiece. This creates poor sound quality, and can lead to frustration on your part if you have to keep repeating yourself, but it can also be frustrating for the representative who is having a difficult time hearing clearly what you are saying.
Also, turn down the volume on your television set before calling a call center. This will allow the representative to hear all pertinent information, and you can feel confident that nothing was overlooked and that all of your needs were met.
Another suggestion is to refrain from putting your call center representative on a speaker phone. The echo created when doing this is a distraction for the representative and also distorts the quality of the call. Don’t forget to use proper phone etiquette. Talking to your call center representative while talking to someone else at the same time prevents you from experiencing the full and personalized service your representative wants to give you.
Finally, be patient. Your call center representative wants to provide you with the best customer service possible. Rushing him or her through this process will only minimize this benefit to you.
For faster service and quicker resolutions from your call center representative, try maintaining a pleasant attitude, providing good communication, and reducing the level of background noise. Who knows? Following these simple tips might get you a few discount perks or little extras like free shipping. And that’s really getting the most out of your call center experience!
Cassie Lummus is an independent writer for Answering Service United. She specializes in helping small and medium sized businesses grow.
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Category: Business
