GoResponse Telephone Answering Service Staff

Adapting to callers is important for call centre agents

Call centres can get thousands of calls a week, and customers can be hugely diverse in their backgrounds.  As such, it is important that telephone answering services agents do not use a “one size fits all” approach and are able to start conversations depending on the caller’s needs.

One important approach for agents to learn is to match formality to the customer.  It is fine for business leaders to want to provide all customers with a formal and high quality customer care line.  However, if a caller starts their conversation with “Hiya mate,” then replying and calling them “Sir” may be a little off-putting.  In this scenario, it might be better to reduce the formality a little and provide a tone that the caller is more comfortable with.  Learning how to adapt formality to callers can be tricky, and it is always best to start off with being as formal as possible.  However, as agents learn, they will instinctively be able to alter conversation.

In many situations, it can also be appropriate to call people by their name.  This not only helps to personalise a call, but ingratiates agents to callers almost immediately.  Formality training can also be used here too, with callers who only give their surname being called Mr or Mrs throughout.  However, if someone gives their first name, it is often wise to call them by this, allowing for an immediate bond to be created.

Using this training, agents are able to quickly adapt to their callers and build a rapport from the outset.  This can effectively provide great customer service, and can even help turn a bad situation into a positive experience.

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