Call centre agent tips to receive better service
Yes, we know you hate having to ring into a call centre.
In fact these days, it is literally the last resort after trying to find a solution on the internet, asking friends etc.
But it doesn’t have to be a bad experience.
We reveal some Insider tips from a call centre agent that will make the experience more enjoyable for both you and the call centre agent.
Heres’ a few things you can do to make the experience better for both of us.
10 Tips from a call centre agent to get better service
We’ve put together these 10 tips from a call centre agent that will make the next time you have to ring into a call centre a much better experience for you, and us.
1. Listen to the options and select the best one
You know the press 1 for this, 2 for that you hear at the start of most calls? They are designed to ensure you are connected to the agent who is best equipped (skills, access and training) to help resolve your enquiry.
Just pressing one or any random numbers will ultimately just mean further delays for you and other customers as well as most likely resulting in you needing to be transferred to a different department.
2. Be prepared
If you are calling us the chances are we are going to require important information from you like your account number, passwords etc.
Try and have things ready – it will save us both some time.
Trust me, I’m not asking the information just to annoy you, often its either a legal requirement or a system requirement to enable me to help you.
3. Don’t blame about the wait time
Yes, I’m sure it’s frustrating waiting in a queue and having to press a bunch of numbers waiting to speak to someone.
But my job is to only handle one customer at a time so please don’t take it out on me.
Trust me, I’d rather you didn’t have to wait either because that means its call after call of frustrated customers I need to manage all day.
4. Be polite
Just because you can’t actually see me doesn’t give you the right to be rude.
5. Yelling won’t help
More than likely I’m wearing a headset so when you yell, it actually hurts my ear.
Plus its just rude and I’m not going to help someone who’s rude am I?
6. Don’t ask to speak to my supervisor straight away
My job is to actually help people – so at least give me the opportunity (and courtesy) to try and help you before you demand to speak to my boss who will most likely just tell you the same thing anyway.
7. Try and reduce the background noise
A loud TV, crying baby or a barking dog in the background makes it really hard for us to hear – to reduce frustration for both of us try and call from a quiet location or do your best to reduce the background noise.
8. I’m not personally responsible for the issue
More than likely the reason for your frustration has not been caused by me – I am just employed to try and make things better for you.
So work with me and don’t go blaming me personally for all of your frustrations and we just might get the resolution you are after.
9. Being nice might just help
Yes, there are rules about how much I can help you.
But I will always try and bend the rules or go over and above for someone when they are being nice.
If you’re being difficult or rude trust me, I won’t be going out of my way to help.
10. A bit of respect goes a long way
Despite what you may think, a lot of us actually enjoy working in a call centre.
I’m not going to question your career decisions so please treat me with some respect do the same.
I take my job seriously and some mutual respect will ensure a positive outcome for both of us.
Call centre agents often take in excess of 100 calls a day – so next time you are on the phone follow the tips above and I’m sure it will be a positive experience for the both of us!
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