Improve phone support efficiency - Facts you need to know ?







Are you trying to figure out how to Improve phone support efficiency?

We can help you.

A phone support solution that is integrated with all our other support channels can help teams improve efficiency, saving time and money.
Customer service is about giving customers what they want, when they want it, in the best possible way.
Here at Ibmi Media, as part of our Server Management Services, we regularly help our Customers to fix Website and Server issues via phone, chat and email support.
In this context, we shall discuss some key points to improve phone support efficiency.

How to Improve phone support efficiency ?

Some general tips to keep in mind in order to reduce phone support overhead are given below:


1. Put information at the agent's fingertips
We must provide access to the ticketing system or customer profile so that agents know exactly who is calling and can see any prior communication with that customer.
As the time that agents spend looking for information to help their customers adds up.

2. Streamline routing
We must have a well-designed IVR routing system, or phone tree, that allows callers to select who they need to speak to, so they connect to the correct agent on the first call. Generally, this can help improve the first-call resolution, decrease handle time, and increase customer satisfaction.

3. Practice Active Listening
Behind every customer, the service call is a real human who has a question or concern that needs to be answered. The person needs to feel understood, heard, and served. Active listening is a key skillset.
So once the customer finish speaking, ask clarifying questions to make sure we understand what they are actually saying. Finally, finish the conversation with a quick summary to ensure everyone is on the same page.

4. Learn to Empathize With Customers
Empathy is the ability to understand how the customer is feeling and where they are coming from. When listening to the customer, we must try to see the problem through his eyes and imagine how it makes him feel. This is important because the customer will be more receptive if they feel understood by us.

5. Use Positive Language
Using positive language takes the stress away from the situation. Verbs should be used positively.
For example, instead of saying "don't hit the red button" say "the green button is the best option". The future tense is also positive as it does not dwell on the customer's past issues. Phrases like "Great question, I'll find that out for you!" and "I'd love to understand more about …" can keep the customer in the present moment.
Also, remember when speaking to customers to make sure we are authentic, positive, memorable and to stay calm and positive, even if the customer is angry.

6. Improve Technical Skills
Before interacting with customers, we should fully understand the ticketing system and learn to type fast. This can give the customer a positive feeling that the issue is being looked into.

7. Communicate Clearly
The ability to clearly communicate is essential, especially if we speak to someone who has a different native language. Answers to questions should be clear, concise, and in a natural tone of voice.
Always end each conversation with the question,

"Is there anything else I can do for you today?"

So they have one more opportunity to ask another question and we know we have done everything we can to resolve the issue.
Also, be sure to communicate hold times if we put them on hold while we pull up their account or talk to our manager.

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Conclusion

This article covers some key points to improve phone support efficiency.
In the contact centre environment, becoming more efficient involves reviewing internal processes, eliminating unnecessary steps and duplicate handling, and often implementing new processes. 

The main aims are to reduce call handling times and improve first call resolution.

Methods to Boost Contact Centre Efficiency:
1. Migrate to a cloud hosted solution
Cloud hosted technology solutions don't rely on equipment infrastructure, and therefore scale from five agents to one thousand and back again without incurring any downtime.
2. Improve your self-service options
Customers want choice.  They want to be able to take care of routine and straightforward interactions themselves.
3. Implement automatic call distribution
Poor call traffic distribution results in customers being sent to the wrong department, which ties up personnel and delays them in getting on with helping the right people.
4. Improve your verification process
The average time to verify the identity of a user using Personal Verifiable Questions (PVQs) is 45-90 seconds.
5. Offer a call back service
A cost-effective way to improve team efficiency, and the customer experience, is to use call-backs to defer calls until a later time. 

There are two options for call backs.

i. Virtual queuing – whereby the customer's place in the queue is held and called when her turn arrives
ii. A timed call-back, where customers are offered a selection of time slots for their call-back. This option allows you to schedule the call back to take place during a "trough" period, and so keeps staff productive during quieter periods.


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