During a telephone conversation, contact center agents face a difficult task — to be able to listen to a person, maintain the pace of the conversation, help solve their request, and not provoke or resolve a difficult situation. Moreover, do not forget that the conversation should not be delayed, but should be finished on time. Also, remember about performance indicators, project requirements, the reputation of the customer and the contact center, and above all, a good mood. After all, customers immediately feel emotions and moods on the other side of the phone.

That is why contact centers so carefully select specialists for the position of agents and pay great attention to their training because not every person can take into account so many factors during work.

Spoiler! Fortunately or unfortunately, there are no universal rules for the etiquette of a contact center agent’s conversation with a client. Of course, there are frequent appeals and certain guidelines for exactly how agents should communicate with customers. However, each contact center builds these communication rules, taking into account the work experience from previous projects and the specifics of the specific project they are currently working on.

In addition, each specialist tries to find an individual approach to each request, since different situations may occur repeatedly, and accordingly, they may encounter different reactions from people and their manners of conducting a conversation.

However, with 15 years of experience, A.R.C.E., and 600+ completed projects, we can share a few tips on what to use when talking to customers on the phone.

  • Respect the person’s time

You should not delay the conversation, but you should immediately go to the essence of the call. If you know the name of the interlocutor, be sure to address him by name, or ask how he can be addressed. If the call is interrupted or for other reasons an additional conversation is required, ask the person when it will be convenient for them to talk. After that, agree on the indicated time for communication. When you return to the conversation, thank them for waiting.

  • It is necessary to listen carefully to the client to hear his real needs, “pains”, wishes

Ask for details, so the agent emphasizes his attention to the conversation, stimulates the client to make a decision, and can better understand the caller. An example of such a question: “Is it correct, I understand that you want…”.

  • Avoid phrases-parasites

Here are some examples of statements that can have a negative connotation when communicating with customers.

-Instead of “You didn’t understand me…” — “Allow me to repeat…”

-“You should…” — “I would be grateful if you…”

-“You are wrong…” — “I agree, this option is possible, but…”

– “I promise nothing…” — “I will do everything possible for mutual benefit…”.

– “It’s not my mistake…” — “I’ll find out who dealt with the issue, and I’ll try to help.”

-“Wait…” — “Can you wait for me to find out for you.”

  • Show intelligence and quick reaction

In difficult situations, the agent can resolve the conflict by offering all possible solutions to the problem. If the customer allows himself to behave very rudely, the agent has the right to politely end the conversation. For example, say: “I will have to interrupt the conversation if the dialogue continues in a similar format.”

  • Create a mood for the client

Pay attention to how customers talk to you. It is worth slowing down or speeding up the pace of speech, depending on how the caller communicates with you. During a conversation, the voice is the main channel of information that tells the interlocutor about what kind of person you are. Try to smile and speak cheerfully, because the customer will hear it in your voice. Fatigue and negative emotions can affect your communication. And don’t forget about self-confidence. Agent and client should communicate on a level, do not show themselves in a weaker position.

  • Be grateful

Each call costs the customer valuable time. Don’t forget to thank him for his attention.

What should be considered?

1) Put yourself in the customer’s shoes.

How would you behave in his place? How would you feel? What solution would you like to receive? These and similar questions will help you learn a little more about the behavior of subscribers and help you find a common language with them.

2) Gradually, step by step, build trusting relationships with contact center agents to give them the freedom to independently solve rather complex situations with customers.

The task of the contact center is to organize work and processes in such a way that there are no toxic customers. After all, the chances that they will change their biased attitude are extremely low, and the probability that agents will start to “burn out” with such work and want to change their place of work is higher. Therefore, it is better to pay attention and resources to attract new customers and the comfort and development of your agents, so as not to lose valuable specialists.

If you want to establish and improve relations with customers, have questions, or would like to receive advice — contact us. Our manager will reply to discuss the details and help you.