GoResponse Telephone Answering Service Staff

Top tips in increasing call centre effectiveness

Whilst behind the scenes call centres are extremely complex places, all that consumers require is to be able to call telephone answering services, speak to an agent and have their queries dealt with quickly and efficiently. There are some perfect ways to increase the effectiveness of call centres, offering customers a fast and streamlined service that will have them leaving with a good experience and spreading a positive branding message.

Traditional call centres scripts were clunky and stifled, and for any modern enterprise wanting to connect with customers on an emotional level, it’s important to have a dynamic voice. Using scripting technology to guide agents through a call is becoming more popular than simply reading from a strict cue card. This ensures that customers can receive the help they need, without feeling that they’re talking to a robot.

Simplifying the interface that agents use is also important, and integrating various systems with one another is important. Calls can be elongated because agents have to switch between so many programs. Connecting everything together will increase efficiency and have a positive effect on customers.

Finally, routine tasks should be automated where possible, allowing telephone answering services to work to peak performance. Speed dialling is one area where this can be used, allowing agents to touch just one button to transfer calls instead of having to look up and type out long numbers.

Taking steps to increase efficiency is important, and it’ll not only save call centres money but also increase customer satisfaction.

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