The main agenda behind setting up phone answering services in business organizations is used to facilitate the customer to get the desired information in minimal time possible. Irrespective of a dedicated type of call centre services i.e. inbound or outbound call centre services, the call answering services deals with the combination of both.
Here, the agent can make a call to the customer as well as receive it from the same.
The experts of the market guide the call centre agents to accommodate the needs of the customer by following various notions that are needed to be followed step-by-step, in a defined fashion.
- The customer makes a call to the brand or an organisation.
- The call centre agent should receive the call with minimum possible wait time.
- He/She should greet the caller with the name of the brand they are working for so as to confirm the customer’s plight of reaching the correct destination.
- Followed by a brief introduction about the brand, the agent should introduce himself with his complete full name along with the phrases of generosity, so as to develop the sense of trust in the customer’s mind.
- Followed by the introduction, the executive should not let any moment go in vain, rather he should jump on the requested order query, the customer wants to get lights on.
The same cycle goes for the outbound calls made from the end of the agent to gather the reports of feedback for various other business-related tasks.
Apart from solving the customer’s issue over the phone call, the organisations are seen implementing the latest technologies and tools like a chatbot, IVR and AI for facilitation through the advanced call answering services.
The passage to acknowledge the customer’s request can be shunned if it is wrapped up with several common mistakes in the way of offering better customer support services.
Here in this article, we will be listing a few common phone answering services mistakes that should be avoided to run a successful business and offer the required solutions for the same.
1. Twisted Way to Get in Touch with Real Humans
The main purpose of the customer calling the brand is to gain assistance in the shortest possible time.
The way of reaching the real-time agent should be less twisted in a manner.
The certain necessary information should be projected through IVR, rather than testing the patience of the customer.
Delaying in getting touch due to twisted directions can lead to no business between the parties, in the near future.
The organization should precisely follow the instructions and directions to be recorded for IVR in such a way that the customer doesn’t have to face a twisted rollercoaster ride to get in touch with the actual call center executive rather than assistance bots.
2. Lacking the Practice on Managing Wait Time and Call Holding
Abrupt approach to put the call on hold can deflate the values of an organization in the sight of the customer.
The call centres are practising their level best in reducing the average weight time in different sorts of dedicated methods, as the customer already has invested his time by being patiently in the queue, inputting the great amount of time again on hold by the executive.
Delay in response to customer’s query can also change the loyalty perspective for a brand leading him to switch on its competitor.
Along with the rough practice of managing the wait time and call holding procedure can create a negative impression on the customer’s mind, which can get the customer detached from using the brand’s call answering services.
3. Integrating Too Many IVR Features
IVR integration in phone answering services acts as a first impression of branding the organisation’s image.
Automated methods boosters in developing a sense of trust in the customer’s mind.
IVR is only meant for making the way to reach the customer in the easiest way.
Therefore, IVR steps should be simple and short in nature, so as to decrease the number of call abandon rate.
The organisation offering services to the customer should keep the level of IVR integration informational rather than giving an extra comprehensive and complicated look.
4. Ignoring the Importance of Feedback
Acquiring the feedback from the customer is as important as offering the services post and pre-delivery of products.
Most of the organizations ignore the importance of taking the feedback, which can help in improving the virtues of business.
Accumulating feedback from the customers, availing the phone answering services in the form of surveys bolsters in redefining the business standards with the continuous practice of enhancing the customer support services.
Call answering services can draft most of the benefits in the favor of organization if proceeded in the formulated way which can only be done if the above-discussed mistakes are avoided with full support.
The organisation should try to make services user-friendly rather than complicated to offer a better customer experience.