GoResponse Telephone Answering Service Staff

Supporting agents is key to promoting good customer service

Laptop in office with Customer Service text on screenCustomer service quality has become a vital part of the modern-day call centre, with organisations charged with optimising consumer care or risk facing a backlash from frustrated clients. For telephone answering services that want to promote quality, it is important not only to optimise communication with callers but also to nurture agent relationships.

It can sometimes be hard in a call centre environment to tackle an angry customer without denigrating an agent. Mistakes must be admitted to, of course, but there is no payoff in telling a caller that the agent they have been talking to has failed. The best customer care leaders never throw any team member under the bus, especially in front of a consumer.

A simple change of phrasing can be used in a scenario where an agent has not managed to respond properly to a customer’s complaint. For example, telling someone their agent was wrong will not solve an enquiry and is unlikely to resolve an issue any more successfully. It is far better to say something along the lines of “You’re right. I’m sorry this has happened,” before saying that the agent in question is normally exceptionally good but might have missed something in this case. By using such a tactic, the customer services error has been addressed and owned up to, yet support has also been shown for agents.

There are two important aspects of using a phrase like this. First, the trust and relationship with an agent is maintained and people might be better able to learn from the experience instead of feeling undermined. Second, the customer has been reassured that in the majority of cases, agents are equipped to fulfil their roles. This helps maintain brand loyalty and prolong consumer relationships.

award winning