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Call Center Operator Errors That Annoy Customers

More than half of sales transactions take place over the phone. Trading networks, companies of various fields of activity, online stores invest large-scale financial resources in equipping or renting call centers for customer service. Finances are also spent on developing effective scripts, training call center operators, and introducing service quality control systems. However, as practical experience shows, operators still make some mistakes in communicating with customers. Here are the most common shortcomings that literally piss off subscribers.

1. Greeting too long
Users are greatly enraged by overly long and difficult to read welcome messages. Perhaps the call center managers seem to have the optimal message structure, the client has a different opinion. Operators are not called to hear on the telephone: "A super company welcomes you, wait on the line ...". If, after a long IVR message, the subscriber does not get to the required employee or does not receive the answer to the question of interest, the client is unlikely to call again.
If you work in a company where there is a hotline, do not be lazy, call there and evaluate how convenient the greeting is in terms of time and information. Sometimes there are welcome dialogs of more than 3 minutes in length. This error can be prevented by reducing welcome speech or at least including the ability to dial extension numbers.

2. Too robotic communication
Instead of live voices, one can often hear the answers of telephone robots conducting dialogs using pre-prepared scripts. Too robotic system does not add attractiveness to the service, turning the process of communication with the game in one gate. By making live communication with operators a large part of the customer interaction system, you can significantly increase customer loyalty.

3. Difficult to understand and implement instructions for action
Turning to the operator of the hotline, the client hopes for a constructive, understandable dialogue, prescribing an algorithm of actions to solve the existing problem. For example, if the interlocutor addresses to find out the best methods of payment, delivery or return of goods, the call center employee must step by step explain the methods for performing these actions. It is good if the operator monitors the process online to make sure that the client has completely solved his problem. The mistake of the call center employees is that after the dialogue the client again remains face to face with the problem. Therefore, it is necessary to control the process of successfully solving the problem.

4. Apply a large number of voice menu items
The work of operators is not the only method of customer service by telephone. The voice menu, the IVR system, helps to solve standard, standard user tasks. Call center owners mistakenly believe that the presence of a robotic menu facilitates the work of operators and effectively solves customer problems.
Subscribers are increasingly annoyed by having too many menu items in the system. It is important to destroy their presence by live communication - this will not be a mistake, but, on the contrary, will make the service more lively, give it the color of warm human communication, without the icy voice of a robot operator. In addition, the menu items should be as clear and simple as possible.

5. Irritation and tension in the voice of the operator
The duty of the call center operator is to provide information services to subscribers by telephone, receive complaints from subscribers, and help resolve issues that arise. When processing a few hundred calls per day, operators are often too emotional to respond to calls at the end of the day. The operator, unable to cope with his irritation, makes a mistake - further exacerbates the situation, heating the heat of emotions to the limit.
Even if the subscriber calls at the end of the working day, and even with a difficult problem to solve, you need to inform in a calm, confident tone about the ways to solve the situation. Any problem with which the client addresses the operator is solvable and surmountable. Therefore, whenever possible, always approach the processing of each call with a cold head, clear thoughts and a desire to help a person on the other end of the wire.

6. Voices of operators and robots
The positive auditory perception of the voices of call center employees is the basic platform on which constructive interaction of subscribers and operators is built. When choosing operators to work on the hotline or as part of another telemarketing service, it is important to pay attention to the beauty and melody of their voices. Ignoring this selection criterion is one of the most common mistakes.
If we are talking about pre-recorded messages, attract professional recording masters and announcers who have a pleasant voice timbre, excellent diction and a positive attitude to their recording. Pay attention to the fact that the voice "image" of operators and recorded messages should have the same tone and timbre. This balance is maintained forin order not to cause audible dissonance among users when switching from a robot to a live voice of a call center employee.

By eliminating the operator errors identified in the review that annoy customers, you can significantly increase customer loyalty. Users will be happy to contact the hotline, being sure that their service will be at an excellent professional level - without a long wait, without long greetings, without an abundance of robot answers.

 

 

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