{"id":8710,"date":"2021-10-25T21:09:18","date_gmt":"2021-10-25T17:09:18","guid":{"rendered":"https:\/\/krisp.ai\/blog\/?p=8710"},"modified":"2022-03-14T06:57:18","modified_gmt":"2022-03-14T02:57:18","slug":"customer-service-call-center","status":"publish","type":"post","link":"https:\/\/krisp.ai\/blog\/customer-service-call-center\/","title":{"rendered":"18 Customer Service Tips for Call Centers That\u2019ll Make Your Job Easier"},"content":{"rendered":"

Working at a customer service call center can be a thankless job, but it\u2019s an impactful one. Customer service affects choice of brand for 90% of consumers, according to <\/span>Microsoft\u2019s 2019 State of Global Customer Service<\/span><\/a> report. And it\u2019s the second most important factor affecting loyalty (more important than price and brand reputation!), according to Conversocial’s <\/span>2020 State of Customer Experience Trends<\/span><\/a>.\u00a0<\/span><\/p>\n

It\u2019s clear that customer service matters, and to make things trickier, the bar is being set ever higher. Microsoft\u2019s report also found that 55% of respondents had a higher expectation for customer service than they did in the prior year.<\/span><\/p>\n

That\u2019s right: What you do has a direct influence over whether a consumer chooses your company and stays loyal to it. No pressure, right?<\/span><\/p>\n

But you don\u2019t need to fret. Below, we\u2019ve rounded up the best customer service tips for call centers to help you do your best work.<\/span><\/p>\n

18 Useful Customer Service Call Center Tips<\/span><\/h2>\n

1. Invest in call center software<\/span><\/h3>\n

The right <\/span>call center software<\/span><\/a> will solve at least half of your problems. Without it, you\u2019ll have no way of tracking down a customer\u2019s support history, no way of knowing who\u2019s handling which caller, and no consistent way to gauge customer satisfaction.<\/span><\/p>\n

Features like CRM integration can connect customer data so you can immediately get up to speed on previous customer interactions and quickly resolve their issues. And with call monitoring and call whispering, your manager can intervene discreetly if you’re in over your head.<\/span><\/p>\n

2. Optimize your physical setup<\/span><\/h3>\n

As a customer service rep, you\u2019re sitting and typing on a computer for hours every day, which can lead to aches and pains. That\u2019s why it\u2019s crucial to ensure an ergonomic environment, from your chair to your keyboard to your monitor.<\/span><\/p>\n

Ideally, you\u2019ll have a comfortable desk chair with cushioning and proper back support. Your keyboard will be set up in front of you so that when you\u2019re typing, your elbows are bent at a 90-degree angle. You\u2019ll have a separate monitor that is positioned so you\u2019re looking straight ahead, not down.<\/span><\/p>\n

And we can\u2019t leave out the all-important headset. Choosing <\/span>the best headset<\/span><\/a> makes a noticeable difference in audio quality and can improve the customer experience.<\/span><\/p>\n

While optimizing your setup may seem like a hassle right now, your back and neck (and callers!) will thank you later.<\/span><\/p>\n

3. Cut down on background noise<\/span><\/h3>\n

Background noise<\/span><\/a> can ruin the customer experience and turn an otherwise good call sour. The reason for this is two-fold:<\/span><\/p>\n

    \n
  1. Background noise is distracting for you, making it difficult to do your job.<\/span><\/li>\n
  2. It\u2019s also distracting for the caller, making it difficult for them to hear and focus on you.<\/span><\/li>\n<\/ol>\n

    So for the sake of doing your best work and providing the best experience for your customer, install a noise-cancelling app like <\/span>Krisp<\/span><\/a>. This is the fastest, easiest way to eliminate distracting sounds. Because while you can\u2019t magically get rid of your coworkers or make the cars outside stop honking\u2014you can use AI to make it as if they\u2019re not even there.\u00a0<\/span><\/p>\n

    [demo-new]<\/p>\n

    Krisp is easy to install, and once it\u2019s turned on, you don\u2019t even have to think about it. It works silently in the background to isolate unwanted sounds and eliminate them. So all you and your caller hear are each other\u2019s voices; the way it\u2019s supposed to be!<\/span><\/p>\n

    4. Take good notes<\/span><\/h3>\n

    Typing good notes in your call center software ensures you have a detailed record to reference in case the customer calls back, or their issue remains unresolved.<\/span><\/p>\n

    Notes aren\u2019t just for <\/span>you<\/span><\/i>; they\u2019re also for the next agent in the event this customer calls back, and you\u2019re not on duty.<\/span><\/p>\n

    5. Read the notes<\/span><\/h3>\n

    Remember that Microsoft study mentioned earlier? It found that \u201c75% of respondents want the agent to know who they are and their purchase history.\u201d Because of this, it\u2019s vital that you read the notes in your call center software or CRM to get up to speed on this customer\u2019s history.\u00a0<\/span><\/p>\n

    Of course, doing this will take some time. So after you\u2019ve introduced yourself and asked for the necessary information to look up their case, say something like, \u201cI\u2019m just going to take 30 seconds here to get caught up on your case so I can better assist you.\u201d<\/span><\/p>\n

    6. Have scripts ready<\/span><\/h3>\n

    The best call center software will have a feature where you can load it with scripts, and depending on the situation, the software will pull up the most relevant script for you.<\/span><\/p>\n

    7. Manage expectations by being specific<\/span><\/h3>\n

    When a customer is calling in, they\u2019re already experiencing a lot of uncertainty. They\u2019re unsure if their problem is getting resolved; they\u2019re unsure of who is going to answer; they\u2019re already on edge. It\u2019s your job to provide them with as much certainty as possible without being excessive or unrealistic.<\/span><\/p>\n

    So, for example, when you say something vague like, \u201cSomeone will be in touch with you later,\u201d that leaves a lot of room for assumptions. Instead, it\u2019s better to provide helpful details, such as, \u201cSomeone from the IT support team will call you in the next 48 hours to provide you with directions on how to resolve this.\u201d<\/span><\/p>\n

    Now, here\u2019s where it\u2019s crucial not to overpromise. If you think the IT support rep will be able to get in touch within 48 hours, that\u2019s fine. But don\u2019t tell the customer 24 hours to make them feel better. That\u2019ll just lead to an angry call from them when they haven\u2019t heard back in that timeframe.<\/span><\/p>\n

    8. Avoid dead air<\/span><\/h3>\n

    Silence during a phone call can cause confusion. There\u2019s no way for the customer to know you\u2019re still on the line or that you\u2019re listening.\u00a0<\/span><\/p>\n

    In fact, a study published in <\/span>International Journal of Human-Computer Studies<\/span><\/i><\/a> found that just a 1.2-second delay during an audio call was enough to make the caller rate their conversation partner as less attentive. Yikes.<\/span><\/p>\n

    While you can\u2019t control feedback delays, if you find that your connection is spotty, let your caller know that. Something as simple as, \u201cWe\u2019re having phone issues today, so if there\u2019s an audio delay, I apologize. I\u2019m still here; it just might take a second or two for my voice to come through.\u201d<\/span><\/p>\n

    Similarly, if you need a few seconds to look up a record or consult with a colleague, tell your caller this. Even better, use your virtual call center software to place the caller on hold with music. That way, there\u2019s no silence. The music signals to them that they\u2019re on hold so they don\u2019t think you\u2019re ignoring them or that the call has dropped.<\/span><\/p>\n

    9. Restate in your own words what you think the issue is<\/span><\/h3>\n

    Repeating back what you think you heard is a vital component of empathy. You can start by saying, \u201cSo it sounds like\u2026\u201d and ending with \u201cDid I get that right?\u201d\u00a0<\/span><\/p>\n

    This ensures you truly understand their issue, and if you don\u2019t, it gives them the opportunity to correct you. Further, it shows that you were listening, which the customer will thoroughly appreciate.<\/span><\/p>\n

    10. Be careful with \u201cbrief holds\u201d<\/span><\/h3>\n

    \u201cDo you mind if I place you on a brief hold?\u201d\u00a0<\/span><\/p>\n

    We\u2019ve all heard and come to expect this classic line. Here\u2019s the problem with it: I\u2019ve been placed on \u201cbrief holds\u201d ranging anywhere from 30 seconds to 15 minutes.<\/span><\/p>\n

    Simple fix? \u201cDo you mind if I place you on a brief hold? It won\u2019t be longer than two minutes.\u201d By adding the second line clarifying the definition of \u201cbrief hold,\u201d you\u2019ve successfully managed your customer\u2019s expectations, preventing confusion and resentment.<\/span><\/p>\n

    11. Master the art of small talk<\/span><\/h3>\n

    Small talk: we love to hate it. But in the case of a customer service call, small talk has a big role to play. Not only does it warm the customer up to you by showing them that you\u2019re a human being, but it also avoids the dreaded dead air so they don\u2019t think the call got disconnected.\u00a0<\/span><\/p>\n

    12. Be a human first.<\/span><\/h3>\n

    Yes, you have scripts to follow. Yes, you\u2019ve got a job to do. But if you want to truly master the art of customer service, remember this: Be a human first.<\/span><\/p>\n

    That means knowing when to stray from the script and speak from the heart. One of my most memorable experiences of calling a customer service center was when I had been unexpectedly charged a $400 fee when canceling my phone service. I had called and spoken to two different support reps. By my third call, I was ready to scream at whoever answered; I was ready to fight to get this charge removed.<\/span><\/p>\n

    The third call started with the usual pleasantries. The rep asked me, \u201cHow are you doing today?\u201d<\/span><\/p>\n

    \u201cNot well,\u201d I replied curtly, as I mentally prepared myself to scream at him for being part of this cruel company that would charge me $400 to cancel my service.<\/span><\/p>\n

    But this is what completely broke down my defenses: He said, with utmost sincerity, \u201cOh no. What happened?\u201d<\/span><\/p>\n

    I started sobbing. He remained a champ, allowing me to let it out and comforting me with, \u201cIt\u2019s okay. You\u2019re okay.\u201d<\/span><\/p>\n

    The truth was that my rude initial reaction to him had little to do with the $400 charge (although that was a big deal!) and more to do with the difficulties that were going on in my personal life at the time. His ability to be empathetic toward me, regardless of the technical matters of the call, completely turned the call around.<\/span><\/p>\n

    As a <\/span>customer service rep<\/span><\/a>, you have a lot of power to impact someone else\u2019s mood. Use it for good by showing empathy.<\/span><\/p>\n

    13. It\u2019s okay to say you don\u2019t know\u00a0<\/span><\/h3>\n

    Sure, you\u2019ve studied the handbook. You\u2019ve been to the training sessions. Maybe you\u2019ve even taken hundreds of calls. But you can\u2019t know everything, and that\u2019s okay. In fact, it\u2019s <\/span>better<\/span><\/i> for you to admit that you don\u2019t know the answer than to make one up.<\/span><\/p>\n

    If a customer asks you for something that you don\u2019t know the answer to, say something like, \u201cI don\u2019t have that answer for you, but I can find out. May I place you on hold while I ask my supervisor? It won\u2019t take longer than three minutes.\u201d<\/span><\/p>\n

    14. Practice proper call transfer etiquette<\/span><\/h3>\n

    Sometimes, you have to transfer the call to someone who can better assist the customer. That\u2019s fine, but often, the customer experience goes awry during the transfer process: calls get dropped, customers get confused, and no one\u2019s sure who knows what.\u00a0<\/span><\/p>\n

    Instead of just transferring the call and leaving your customer to fend for themselves, practice proper transfer etiquette:<\/span><\/p>\n

    Step 1:<\/b> State why you need to transfer the call and who you\u2019ll be transferring it to.<\/span><\/p>\n

    Step 2: <\/b>Place the customer on hold while you transfer them and inform the new agent of the customer\u2019s needs.<\/span><\/p>\n

    Step 3:<\/b> Make the introduction between the customer and the new agent.<\/span><\/p>\n

    Step 4: <\/b>Assure them that they\u2019re in good hands and make your exit.<\/span><\/p>\n

    While yes, this takes a few extra steps, it\u2019s worth it to ensure a seamless transfer.<\/span><\/p>\n

    15. Give the customer a case number and your name<\/span><\/h3>\n

    If you can, give a case reference number and your name before ending the call. This ensures continuity if the customer needs to call back. This also gives the caller peace of mind because it shows a sense of accountability.<\/span><\/p>\n

    16. Review and refine the customer journey<\/span><\/h3>\n

    Excellent customer service actually begins before the customer ever needs support. If you want to cut down on the number of calls you\u2019re getting, review and refine the support resources you have in place already, including:<\/span><\/p>\n