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Sound Call-handling Tips for Contact Center Agents to Follow


Regularly reviewing your call-handling process is just smart business management. Below are a couple of ways every department in a company may improve call handling and avoid losing customers.

Listen to the Caller

Are your employees trained to listen to what the caller is asking for first?   Then to look past that and find out what they need?   Teach the team to listen to the speed that the caller speaks and try to match that pattern.   Listen closely to intonations, emphasis on certain words may provide a hint as to what questions to ask to move the conversion process along.

Empathetically listen to your callers.   Ask questions to identify their needs, and work hard to fulfill them.   The key to identifying holes in your staff’s call-handling process is to use a lead-tracking system that offers a recording feature.

A call recording system will let you play conversations back at a later date, so you can monitor admission reps, spot any problems with the call-handling process, and fine-tune those holes to turn more callers into customers.

Stay on Topic

Some agents may overdo the need for a “relationship” by compensating with excessive chatter.   Others may spend an unwarranted amount of time on irrelevant information, delaying conversion.

While you do want to build a relationship and make your callers comfortable, the goal is to take the caller one step closer towards conversion.

Follow up on Leads

Just because someone does not convert with a purchase over the phone does not mean they will not be interested later. Follow-up is a critical aspect of admissions that is often neglected.   The key to making the most of every incoming phone lead is to employ a lead-tracking system that provides caller information like name, address, and phone number.   This will help you capture that essential information, and allow you to keep that prospect on your radar for future follow-up and pro-active marketing campaigns.

A thorough analysis of your callers’ experiences as they are introduced to your business will speak volumes on where your employees excel, also importantly, on where there is room for improvement.   If you don’t already have a lead-tracking system with call recording, find one today and get started. You will undoubtedly identify departments and employees that need further training.

Improve their call-handling skills and you will see your conversion rates rise and revenues will follow.

Learn how you can help your company improve the call-handling process, and as a result deliver a better customer experience – contact us today.

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