Having a strong product range, snazzy website and telephone infrastructure is a great way to increase response rates…..but what makes the sale and keeps customers coming back…..? What makes a good call centre UK?

So, you have developed your business, employed new staff members and have your free non geographical number set up. Customer service has always been a priority but with increased call volume you want to make sure call quality continues.

What makes a good call centre UK?

Call Centre UK – Staff Training

By preparing staff to answer questions they will be more confident and efficient in their response. Many companies create good practice by informing staff on the most frequently asked questions and the best and most efficient ways to answer them. The customer will feel more confident when dealing with team members that are not hesitant and able to respond to them quickly and efficiently. Make sure employees are able to answer all queries so the call does not get passed between staff members, leaving the customer feeling unvalued.

Call Centre UK – Know Your Customer

Train staff members to know the customer on the other end of the line, maybe note their age, gender and name. Simple forms of information can enable a customer to be linked to the correct product. Tailor your product to your customer, not your customer to your product.

Call Centre UK – Feedback

Give staff members feedback in regards to sales and achievements. By understanding company growth people can understand their role in working towards its success. Targets to achieve on a monthly basis will help people work towards a common goal.

Call Centre UK – Know Your Products

All staff should be familiar with products, services and branding.  A customer should never ask a question about a product that cannot be answered. This could cause a lack of confidence in your company and lead to a reduction in sales.

Call Centre UK – Reputation

By treating your customers fairly, considerately and as a person rather than a sales lead you will develop a strong reputation for good customer service. Reputation means a lot in terms of company image and can be the difference between retaining customers, losing customers and gaining customers.