Call Center Job Tips

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Based on a work at www.callcenterjobtips.com.

Whether your job as an agent is order taking, technical support, or customer service or sales, it is critical to be in control of a call. To do so, you need to understand the concept of mirroring. It is a simple concept but an important one. When you use similar words used by the customer, they will feel more comfortable.

Here are the techniques:

o Mirror their style of speaking

o Mirror their pace- rate of speaking

o Substitute their words for yours-as long as the meaning is the same

Identifying the Type of Speaker

THE TALKER. This customer talks a lot or wanders, or they lost track of their reason for their call. When you are speaking with a talker, your challenge is to keep him/her focused on the purpose of the call. As a professional agent, you have to be an active listener, courteous, and can still control the call.

THE FAST TALKER. Most people speak at the rate of 150-200 words per minute. The fast talker is often difficult to understand. This can lead to errors and misinformation being taken by you, the agent and that can result in customer complaint. It would help if you ask the caller “closed-ended” questions which will lead the customer to answer either yes or no, rather than “open-ended” questions which will encourage the talker to talk even more.

THE SLOW TALKER. There will be the occasional caller who speaks so slowly that you just want to put words in to their mouth— that you want to finish their sentences for them to speed up the call. As an agent, it is important to stay focused, do not let your mind wander. You might probably miss information and be less effective when you help them.