This is a guest post by Dan Reidmiller, Creative Director at College Hunks Hauling Junk.
Ever call a company and instantly get hit with an automated recording?Ever wait a few seconds only to realize that it’s actually a human being reading a script?
There’s nothing worse than dialing a call center and talking to someone who sounds like they’re having a worse day than you are. Make sure that's not happening when people call your company!
Here’s how you can help your team better answer incoming calls:
1. Hire for stamina. When you’re hiring someone to sit in a chair and field calls from clients, you need to make sure that person can do it all day. Often, it’s not the highest-energy person you’re looking for, but rather the one who can sustain an upbeat attitude and stay engaged in a conversation for a long period of time.
TIP: Check to see if the person smiles in their natural, resting state. That will reveal whether the person can stay positive for an eight-hour shift, or if they’re just bringing the hype for a twenty-minute interview.
2. Ask questions. No matter what industry you’re in, when someone calls your company, they’re calling because they have a problem. Unfortunately, the client doesn't always know what questions to ask to get their problems solved. The more questions your phone reps ask, the better equipped they’ll be to tackle the problem and satisfy the caller.
TIP: Play “20 Questions” with your team members. Get them in the mindset of a detective. It may sound silly, but the more they actively try to learn by asking questions, the better they can serve the callers’ needs.
3. Burn the script. Scripts are great for training exercises. They give a new agent a go-to arsenal of lines and an idea of what to cover. At the end of the day, though, (and I mean literally, at the end of a long day) a tired, scripted agent will drone on like a monotone robot.
TIP: Take away the safety net and make your reps think on their feet. This won’t just improve the way they sound, it will force them to build a real relationship with each client instead of just guiding the client through an annoying, scripted maze. Freedom is a powerful tool, so let it work for you.
4. Keep your phone reps in the loop. When something new happens within your organization, your phone reps should be the first to know. They should also have some input into the company’s direction. That might sound crazy, but consider this: An empowered team member is a motivated team member. Not only that, phone reps are the ones dealing with clients. They're most likely to understand their needs.
TIP: At College Hunks, we have a daily meeting where we discuss how the business is doing, ideas for improvement, and our bottlenecks are. Everyone’s invited and the CEO, phone reps, and front-line employees all show up. By giving your agents as much information and responsibility as possible, they’re more likely to be excited about what they’re doing.
5. Make it fun. Double check your call center’s atmosphere. Is it the most boring, mind-numbing area in your office? If so, change that. Try playing games with incentives based on closing rates or set up places where the reps can go to unwind. By letting your team members relax, they are more likely to work hard when they're on the phone. Provide them with a workspace that they are excited to come to every day and they will reward you with great customer service on the phone.
TIP: At College Hunks, our call center sits on an indoor football field with a giant field goal post. We have a meditation room in one corner and a putt-putt station in another. Additions like these make our reps happy to come to work.
These are just some of the ways you can get your team firing on all cylinders. If you want your team to be successful, you must communicate, engage, and build a real relationship with them. Uncover any problems they’re having and work to rectify them. Do that for them, and they will pass it along to your clients.
How do you answer the phone for support? What do you do to keep your team at the top of their game?
