During every call your centre takes, the language used is extremely important. Agents can take a huge volume of calls each day, so it’s easy to lose sight of the importance of each and every customer interaction.
When an agent handles so many calls per day, using certain phrasing can quickly become second nature – especially as your agents begin to learn their scripts to the point where they don’t review them anymore! The danger of this, is that customers can quickly get the impression that your agents aren’t really listening to them; even worse if they get the feeling they’re being talked down to.
All these things point towards language problems – thankfully all these are easily fixed. With this in mind, let’s take a look at some phrasing that should never be used on your callcentre floor.
Why is no problem such an issue? It’s a phrase that on the face of it is perfectly innocent and gets used all the time. In the world of customer service and telesales, quite a few studies have been conducted into the use of “no problem”, all arguing that use of the phrase can make some customers feel like they are in-fact a problem to be dealt with.
Instead, experts suggest using the phrase “your welcome” or even better “my pleasure”. Both these phrases let your customer know you’re happy and eager to carry out any work for them.
No customer likes to be on hold, even worse if the reason why they have to wait hasn’t been explained properly. “Hold please”, is a perennial favourite of the callcentre world, letting customers know that they don’t have any choice in the matter – not a great start! To combat this, many callcentre software programs include quick call back technology, that allows agents to give customers the option to receive a callback once you’ve fixed their issue, or obtained all the information you need to resolve the call.
In circumstances where a hold is unavoidable, it’s far better to ask the customer if it’s okay for them to hold – explaining the reason why and what you’ll be doing whilst away.
“May I put you on hold while I get all the information you need.”
Is a far better phrase to use rather than “Hold please”.
As I Said
Another callcentre agent favourite, “as I said” is often used to re-iterate a piece of information that your customer may not understand, or be entirely happy with. In both these instances, it’s by far the worst sentence you could use, as it immediately adds to any confrontation that may already be involved.
There’s another school of thought here too, that “as I said” is often seen as belittling by your customers. As annoying as it might be for an agent, the easiest method to resolve this is to patiently explain what’s happening, why and what the agent can do next to alleviate any further issues.
I Don’t Know
Nobody has all the answers, all of the time – yet sometimes agents feel like they have to know absolutely everything to conduct their role properly. In reality, no customer is expecting you to have a library of knowledge about your company straight away, so it’s perfectly normal to explain that you’ll have to investigate something before giving the customer an answer. Simply using the phrase “I don’t know”, almost always gives a customer the impression you don’t know and you don’t particularly care about getting an answer.
Instead of simply stating “I don’t know”, it’s far better to confirm any information you need to research the matter, before explaining what you’re going to do next.
“I’m not positive what the answer is there; however, I’m sure I can find someone who has the answers you need. Would you like to hold while do this or would you rather I call you back later?”
This sentence is much less volatile, letting the customers know you’re going to get them all the information they need – even if you don’t know right now.
The language used by agents on every call is extremely important and can make the difference between a happy client and a complaint. If you don’t already look at negative language and traps with your agents, now is a great time to review your training and quality procedures. A handful of changes can make all the difference and lead to higher customer satisfaction and less agent stress down the road.
If you currently use the Blue Telecoms system in your callcentre, Get in Touch to find out how we can setup agent callbacks for your callcentre.