We’re all human beings. So, at some point, we’re going to lose control of our emotions. As a call centre representative, you’ve likely encountered your fair share of callers who aren’t exactly playing it cool. As a result, you’ve probably lost your cool a couple of times. It’s to be expected. However, it’s not helping your company in any way to treat anyone with any form of disrespect. Resorting to rudeness or voice-raising is definitely a mistake for a call centre phone agent.
Let’s take a look at how to avoid the top mistakes made by call centre phone agents.
Talking too much and not listening enough.
Of course, you want to showcase how proficient you are in your field. As you should, you have a wealth of knowledge about the products and/or services sold by your company. However, it’s vital to remember that a key factor in being a good salesperson is listening to the pain points of your callers. The same thing goes for providing top-notch customer service. Overwhelming your customers with too much information is not the name of the game.
Instead, be sure to actively listen. Don’t overload your callers with jargon, features and benefits. It’s wise to find out what makes them tick. Hear their objections. Try to understand their concerns. By doing so, you will be able to effectively tailor your responses to address the specific needs of your customers. This will also make your conversations more unique and personalized to each individual you speak to.
Being too pushy.
Sometimes, phone centre reps that are pressed to reach sales targets get too pushy. They begin aggressively asking for commitments before their customers are ready. Being pushy makes most people uncomfortable. Sales can be lost in the process. In some cases, customers aren’t bound to return.
Your primary goal should be to build a strong rapport with each one of your leads. You want to establish trust before you go for the hard sell. When you establish a genuine connection with customers, you will better understand their needs and concerns. You will also be able to have real conversations that lead to conversions. Don’t rush the process. Let more natural interactions take place.
Sounding robotic or bored.
We get it. Reading from a script can be a tedious and monotonous undertaking. No one said that working the phones is fun all of the time. This is why you need to make it fun! Challenge yourself to uniquely interact with each caller. Remember, you’re a human speaking to humans. Being robotic or conveying your disinterest in a conversation is not bound to bring you much success.
Remember that consumers respond better when they feel like they’re speaking to people who are genuinely interested in helping them. Be your natural self. Put your own unique personality and energy into the script you’re required to read. Adapt your tone to that of your callers. This will increase your likelihood of closing sales.
Not using DaFeeder.
Melo Technology’s DaFeeder Telemarketing is a web-based telemarketing software that allows you to create calling campaigns that specifically cater to your call centre’s target audiences. It also enables call centre reps to call leads with the simple click of an on-screen button. To learn more, please don’t hesitate to give us a call at 1-888-MELOTEL or fill out the form on our Contact page!
