![]() ![]() Mute can be a good alternative to hold, as it allows an agent to quietly complete a task while still being able to hear the customer on the other end. Muting and unmuting the speaker while talking to customers.Īgents commonly use this function when they ask another teammate for help with a customer’s question.Teach agents how to use hold and transfer functions to properly route customer calls to other agents and departments. Transferring calls between departments.New hires may have only used phones to handle customer calls in the past. Answering calls using your call center software.Otherwise, a technical snag might lead to unnecessary hold times.Īs part of your company’s customer service training, itʼs essential to help agents become familiar with your tools by providing clear guidance on: ![]() Make sure your agents are 100 percent confident and adept at using your call center software and technology. And thatʼs the bedrock that good customer service is built on. When you train your agents in proper call center etiquette, you give them the tools they need to make every customer feel valued, respected, and safe. Letting your customers know how you’re keeping their information secure will put them at ease and help establish trust. This is a common safety precaution most agents take.
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