Telephone Etiquette for BPO Industry

Success of a company lies in the good relationship with their customer. Agents are the representative of the company and they must have the ability to build up a strong relationship with their customer. Agent is the person who gives good impression for the company so they must be very careful while handling their customer.

Try to open the call with the greeting depending on the time. While you talk show more empathy that can please them. The customer can not see you so through your voice they should get a clear picture of you. You must have the ability to impress them through your voice. Ask what help you can do for them. After hearing their queries give assurance that always you are here for helping them. This will make them to believe your words and they will have the confidence that you can solve their problem. The first and foremost thing is to win their confidence and attention. If you can, no doubt that will brighten your career.

Be careful not to make any interruption while you converse with them. Give other person more time to speak, and use words like "yes sir'',"of course”,” really" in a sincere way .This give them an impression that you are very interested to solve their problem. There must be proper interaction between the agent and the customer. If they ask any question try to give the answer on the spot. Don’t make any delay for replying or else it makes them boring and there is a chance of call dropping. If so it inversely affects the performance of the agent.

When you attend a call your voice should be very calm and try to speak very clearly. Don’t give your customer a chance to underestimate you. Try to give proper solution for their queries and make them happy. A satisfied customer will be a great asset for the company. It is your duty to satisfy them otherwise they will complain about your service. If any customer speaks very rudely, you must have the control over your talk. Be quite and let them speak first then try to convince them using emphathetical words. So you can satisfy an irate customer showing empathy towards them. If a customer is dissatisfied with your service it is your duty to send him back with full satisfaction.

In call centers team leader or quality analyst will be there to monitor the receiving calls. If you misbehave with the customer they can easily identify it and that will be black mark for your performances. So be careful while handling the calls. If you can not handle certain calls transfer the calls or seek the help of supervisor. Don’t forget to keep him on hold, while you ask for help. Before keeping your customer on hold you must ask his or her permission and say thanks after getting the permission. If you need some more time to solve their problems give a promise that you will arrange a call back. But don't forget to keep your promise.
The agents must be capable of giving answer for all types of queries. He or she must have a good communication skill and the ability to convince the customer. While attending a call agent should speak loudly and clearly for avoiding repetitions. To avoid negative comments from the customer, agents must be very careful while handling the calls.

While you talk with customer try to give them more respect and care. A rude behavior itself can provoke them and that will end in great loss. You will be the responsible person for the missing of a valuable customer. Remember the progress and the profit of the company is in your hand.