Call Handling And Its Characteristics
Companies and business firms pay a big amount of cash on marketing promotion every year. The response from the people is undoubtedly in great enquiries, and if these enquiries are not replied well, then all the money spent goes to a waste. To make the promotion successful following characteristics of call handling should be kept in mind at any customer service centre to avoid the downside.
Companies, which do not have a call centre, the employees there should be trained of answering every question quickly in response to the promotion activity. In order to answer the questions from the customer, the staff should be having the maximum information about the new product brought by the company. To know about the person calling, call-whispering feature can be used.
The caller should be treated in a welcoming manner, and chat between the caller and the employee should be done in a friendly manner. The requirements of the product and the details of the caller should be noted down properly. The customers should be tracked and they should be facilitated in a maximum way by offering discounts. Recording the conversation to understand the needs and desires of the customer is a wise thought.
Most of the time the phone rings while you are busy in something. In this case, just relax, and take the call. Make the conversation with the caller in a polite and calm tone. You can also imply these on inbound calls, and due to this, there is a maximum chance of an increase in your customers. You can also use call recording option to listen your voice tone that will surely help to increase your capabilities.
The caller should not be asked to hold for a long time. Doing so leaves a bad impact on the caller, and he or she may not call you again to ask about the product. If one is busy, or unfamiliar with the information about the product, the details of the caller should be noted, and then should be called back after getting free.
The callers should paid importance, and they should feel relaxed after talking. Talk about their problems, and get them the best solutions. Talking to the caller in a friendly manner builds up a bond between you, and the caller, and the next time, the caller prefers to buy products from you. Stay in contact with the caller through phone, email, or post mails. By the time call ends, key points should be summarised, and give a quotation if required. Promise to talk to him or her again, and provide him or her new information, or discuss the quotation.
There must be a follow-up procedure in place to discuss different issues with the customer. Take the complete contact details of the caller on the first call, and enter in your database. Note down all the needs, and remarks of the customer. Plan the days, or hours in which you shall call the customers, and give them their required information about new products. The customer might not show interest in buying at that time, but the follow up will give him or her reminder. Always end the call positively by providing the best solution to your customer. Just guide the caller for the best alternative product if you do not have the product at that time, which the customer wants.
In the end, keep in mind that the staff who is attending calls should have all the information, and knowledge about the products and services of the company, and most importantly, should a very nice way of talking, as this will increase the chances of selling products.
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