Contact Center: Quality Matters

Few things are more important to a call center than the effectiveness with which an employee handles the call. The employee must treat the caller with respect and take all the appropriate steps on their systems in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce the amount of leads we could supply our clients.

The following are some steps that have enhanced the performance of our call center:

Put a smile in your voice – Always sound positive, friendly, and confident.  Sounding sincere and eager to assist at all times is important to instilling trust.

Ensure each call flows smoothly – Make the call flow like an effortless conversation from beginning to end.  This is very important as most of our clients have scripted surveys for consistency purposes to obtain leads as this is our primary goal.

Effective listening – Do not interrupt the customer/callee at any time.  Let them finish their conversation before you speak.  You may be able to obtain all the information you need to do your job effectively by just listening.

Documentation – It is very important to have accurate and thorough notes.  This would include any actions to be taken with complete documentation of all pertinent information which was discussed during the call.

Do you implement these practices in your inbound or outbound calling?  What style have you found most effective?

*Blog written by Tammy Thompson – Contact Center Manager