Category Archives: Contact Center Solution

There is a one really useful proverb, called “Words Matter”. What you speak makes a huge impact on someone. In the call center and BPO industry, it is even more important. Whether a call center is offering customer care services or if it runs lead generation campaigns, words matter.

Agents need to know the right phrases to use during each conversation. In a customer care center, this becomes even more important. Customers get upset and furious about the fact that some things are not working as per the expectations. At that time, using the right phrases and be empathetic words is necessary.

We have been offering the best call center solution to customer care centers along with many other industry verticals. Based on our years of experience, we have derived a list of some phrases that agents must use during a call with an upset or angry customer. This will create a positive impression of your call center and customers will feel valued.

1. I will resolve this for you

This statement gives affirmation and assurance to the customer. A customer would feel relaxed with the assurance that the agent will resolve the issue for him.

It is one of the most empathetic and encouraging sentences an agent can use in the call center. This can also be part of a call script mentioned in the call center solution to make sure the agent does not forget to use this sentence.

2. Please allow me some time to look into this

When a customer shares his/ her issues, it is likely that an agent needs to fetch some details and check if it is correct or not or if something can be done to resolve customer concerns. Instead of just saying “let me see” and put customers on hold by using the call hold feature of the cloud call center solution, it is necessary for an agent to be more empathetic and professional.

Asking for some time and permission to check the issue can make customers feel attended and valued. They will find it professional that the agent is not just putting a call on the hold abruptly, but taking permission to do that.

3. I can understand that it is annoying. I ask your apology for the inconvenience caused

Nothing can be as empathetic as getting validation for what you are feeling. The same applies to your customers. When the agent says, he/ she can understand the feeling of the customer and find it apologetic, the customer is likely to find it empathetic and feels good.

4. Let me reconfirm this and please correct me if I am wrong

Restating the issue to make sure the agent has understood it well and the right resolution can be found, it is necessary to reconfirm the issue with the customer. This will also show agents are attentive and are going to work to resolve the issue.

Wrapping up

These are the top empathetic phrases that agents must use to handle customer support calls more professionally. A call center can add all these and other empathetic statements into the call script feature of a call center solution to make it easier for agents to remember and use those empathetic lines.

We offer a call center solution that has a custom call script feature. Moreover, this software has some futuristic and customer care-centric features that can help you improve the results of customer care campaigns. To know more about this call center software and to book a demo, contact us.

Call centers usually handle inbound, outbound, and blended campaigns. In the case of inbound calls, the calls are related to customer support, inbound sales leads, etc. In these cases, the call centers have to make sure that the users get attended to and answered as soon as possible. Also, the callers get satisfactory responses.

Sometimes, the call volume increases suddenly. It may increase for the long term or it can be a seasonal spike in the call volume. In any case, it is necessary for a call center to handle the call overflow professionally to avoid customer dissatisfaction.

Here are some of the tips shared by the experts that can help call centers handle call overflow and reduce it.

1. Get an omnichannel contact center solution

Usually, a call center solution supports only a single communication channel, which is voice calling. This can be one of the reasons the call overflow bothers call centers. Customers have to connect via a single communication channel. On the other hand, an omnichannel contact center solution can offer unified communication channels. This can help in distributing call overflow on the different communication channels and this can reduce call volume and help in handling call overflow more professionally and strategically.

2. Take advantage of call automation

The best contact center solutions like DialShree offer the best features and functionalities to its users. This type of call center solution also takes advantage of call center automation to help call centers in multiple ways. Self-serving features are part of call center automation. By using these features, you can reduce the call overflow.

3. Increase agents

The call volume spike can be temporary or permanent. In both cases, it is necessary to have enough strength to handle call volume and customer queries on other communication channels, too. Depending on the scenario, you must hire more agents to handle increased call volume or customer requests. You may also need to increase the capacity of your contact center solution. If you use a cloud call center solution, you can scale up the capacity even within a few hours.

4. Train your agents

One of the reasons your call volume gets increased can be poor agent training. If your agents are not able to resolve customer issues within the first call or at least in two to three calls, then it can be the reason for call overflow. For example, the call centers handle some new calls daily. If these customers or prospects don’t get answers within the first attempt, they are likely to call again to check the status. This way the call volume includes new and past customer queries. To reduce call overflow, proper agent training is a must.

5. Upgrade product or infrastructure

If a majority of customers are facing the same issue, you may need to fix the product issue to reduce call overflow. If your call center software solution has some limitations, you better get an advanced version of the same. Upgrade the product and infrastructure to reduce call overflow.

These are the top 5 tips you must try to reduce call overflow or manage it professionally.

A contact center solution plays a vital role here. We have a call center solution, which also supports omnichannel communication. Contact us to book a free demo. In the demo, our team will explain how this can help you handle call overflow.

Agents are considered success drivers in any call center. Agents directly interact with customers and they are the real brand presenters. The latest technologies have introduced call center automation. However, the fact is human agents are still needed and will be needed. The call center software or artificial intelligence technologies cannot replace manual resources. But, the good news is that these technologies can help in improving the performance of agents.

One of the issues that a majority of call centers face is agent burnout. For all call centers, it is necessary to reduce agent burnout to increase productivity and performance.

The call center solution can help in reducing agent burnout and there are some more options, too. In this blog post, we will share the top tips that any call center can follow to reduce agent burnout.

Provide the best tools

• The first thing to get into place is the right tools. You must start with the call center software.
• Your call center solution must have all the latest features and functionalities to support faster performance and reduce tedious jobs.
• The omnichannel call center solution is a must nowadays to reduce agent burnout and still increase productivity and performance. If your call center does not need all communication channels, you may also get the most important ones such as WhatsApp, social media, SMS, email, etc.

Reduce agent stress by encouraging work-life balance

• The call centers usually work in a high-performance environment. That is why agents often have to take calls too frequently. The working hours are often extended. All this can directly contribute to higher agent stress.
• Stress increases agent burnout and degrades performance and productivity, both.
• In a call center, it is necessary to encourage work-life balance and give the working environment that can burst agent stress. Some tips to follow here are as below:
  • Allow agents to take short breaks. This can rejuvenate their mind and soul.
  • Arrange some recreational activities.
  • Appreciate a good job in front of everyone.
  • Give achievable targets.
  • Take agent feedback.
  • Encourage work-life balance.

Encourage automation

• The call center technology is advancing rapidly and this gives a scope to take advantage of technology to reduce agent burnout.
• One of the technology tools used in a call center is a call center solution.
• The call center solution also offers call center automation nowadays. You must introduce automation for tedious jobs to reduce agent burnout.
• You can also use a cloud call center solution to let agents work remotely occasionally or when possible. This can also help in reducing agent burnout.

Encourage collaboration in the team

• Team collaboration can lead to a better work environment in which everyone helps each other to sharpen skills and perform better. Your call center must have an open environment where collaboration is encouraged.
• The call center software will offer some features that can be used to empower collaboration such as internal chat, call transfer, coaching tools, etc.
• Along with the technology tools, the call center can also take some actions to create a collaborative environment for agents.
• The collaborative environment can help the team to perform better and reduce agent burnout.

These are the top tips that a call center can practice to reduce agent burnout. As you can see, a call center solution has a major role to play. We offer a feature-rich call center solution, which can help your call center to reduce agent burnout. Contact us for more details.