Customer Service

Client service: Inbound and outbound calls

Inbound and Outbound Client Service

Your personal experience with client service has probably been quite nerve-racking or exhausting. Imagine your client’s horror before calling your Service Hotline- and their relief if you prove their expectations wrong.

Inbound Client Service

Inbound Client Service is a general description for providing help and information to your Clients. Fixing a problem to generally explaining its functions and how to use it are the most common tasks. The main goal here is to provide help without seeing the client’s problem and assisting over the phone. The general lack of visual contact is the main obstacle in actually solving problems on a product. The lack of communication is also the primary source for triggering customers’ frustration, who may not solve a problem immediately.
When a business grows, the amount of client calls necessary to be handled also increases. Are new employees needed, or maybe even a new facility? Expansion can be a rare chance for investment in your overall customer care and improvement.

Outbound Client Service

In contrast to inbound customer service, the main goal here is not to use a product or service. Outbound Customer Service focuses on selling and gaining new customers. Tasks can also include further cultivating the relationship with the customer and increase his or her brand loyalty. This service is not only provided via phone calls but also over emails. Follow- up calls after order is the main operation tactic. Outbound Customer Service also includes services that ensure you don’t deliver the wrong message to your customer. A support system for buyer’s aftercare or prevention of return shipments can not be valued high enough. Aftercare is the key to not loose orders through a change of mind from the customer or misinformation.

If a new client returns after one, two, or three months for a second purchase, you might have gained a long-time customer. The main goal of Outbound Customer Care is to grow the numbers of returning customers.

New Approaches: Management Strategies

The combination of In- and Outbound Customer care can be a massive improvement for your Centers effectivity. Though a logistics and management- challenge, you should be aware of the enormous benefits achievable. When tasking the same people with both, their work routine gets more diversified. Diversification of tasks has proven to be motivating for employees.

Right before Christmas season, or along with the buying patterns in general, are the focus times for increased phone marketing. Marketing efforts and budgets for advertisement are usually saved in significant portions by firms for the fourth quartal of the year. Christmas sales can make or break a young or struggling business. Your phone operators should adapt to this. You can hire seasonal workers for the time necessary, or your Call Centre could adjust their tactics. During those times, part of your Inbound Customer Care Force can be tasked with Outbound Services to ensure maximum success during this time of year.

Combing your two forces to one that can do both can also prove very useful. If your Inbound Call Canter Force also adapts to do outbound customer care, you can use their time way more effectively. In times of a few customer requests, they can improve customer relationships and acquire new clients.

New Approaches: Calling Strategies

Reaching and helping your clients most effectively and conveniently should be every Call Centres goal. How difficult achieving this can be proven by your own experience: How many calls to Hotlines you made did you enjoy?
The following will maybe sound basic, but many companies are still struggling with these tasks: is there a clear plan for a redirected call? Are some calls even avoidable? A good website will answer these questions, and FAQs are usually published right next to the Service hotline.
Continuous schooling of employees also profoundly impacts your call centers performance. Rewarding success to motivate your sales force can help your brand; you will notice the numbers with the annual newt accounts.

To learn more about this be sure the check: Katrium


Call centre: the importance of good agent greetings

Call centre agent greeting for many businesses, particularly startups, is usually the core of their customer service strategy. Call centre agent greetings can take your customer service to another level. 

Customers needing advice are likely to call out for mobile assistance. When they dial the number, they aren’t really satisfied.

Call centre agent greetings set the tone at which the discussion usually flows between the customer and the customer agent. Most of the time, the correct greetings and choice of words at the beginning of the discussion dictates what a company or organization is about.

To a greater extent, the customer service agent represents the company. He provides adequate, relevant, and reliable information about the whole company brand to customers. Contact centre as a tool for company brand building.

Importance of call centre agent greeting

In today’s era, where companies’ continuous realization of how vital customer service and call centre greeting is becoming, it is only logical that companies invest more and more in this particular department. With also a strong focus on different ways and forms of improving specific customer experiences through call center agent greetings. In turn, this goes a long way in either improving the company’s brand or affecting the company’s credibility. 

Unlike before, when mostly traditionally customized standard call centre greetings were used by customer service agents to kickstart discussions such as:

”Thanks for calling X, where customer service is our priority” or ”your business is important to us, please hold up while we connect your call”. which might sound too repetitive for most already angry customers seeking immediate solutions. Many companies today are improvising different ways to improve on call centre agent greetings and customer service experience. In general, trigger different feelings of specialness and uniqueness in every single call from every single customer if possible.

Ways to boost customer service experience and examples of call centre agent greetings that take customer service to another level

Most call centre administrators would agree with us that the greeting in a call is highly significant in customer service. 

It might sound like something simple, but it’s the first thing call agents will say to a customer in every call. It gives customers the first impression, and it is the moment they present themselves and the company. The greeting ought to be fun to build critical brand awareness and establish meaningful customer connections. Make them feel comfortable, which is why it is essential to think about what your welcome words from the call centre have to be like. There are many things a customer service agent needs to consider when commencing any call with clients.

Although however, not mandatory, a lot of companies and call centre service agents would share the following approach towards addressing call centre greetings:

Call centre agent salutation

It is the first and initial stage of answering calls as a call centre agent from a customer. Here, the call centre agent must provide warm and welcoming utterances to welcome and acknowledge clients.

Usually, it is not conducive to say daily greetings like ”good morning” or ”good afternoon”. Given the condition that the client might be calling from somewhere else, which might be operating with a completely different time zone. A better way would be actually to acknowledge the client and appreciate the call.

Brief introduction of the call centre agent talking/name of the company.

This next phase carries a lot of weight as it confirms to the customer that somebody answered the call, which means that a real person is ready to listen and tackle whatever problems.

As a contact centre service agent, introducing your name and company would be key to increasing brand awareness and also agent/customer relations on a friendly but yet professional level.

Proposal for assistance or help by the contact centre agent.

at this level, the agent is already starting to get familiar with the client and vice versa. Call service agents have a task to make clients understand their role throughout call time. i.e., to tackle whatever issue that is raised by the client. Or better still, if need be, channel it to the right department.

The approach and manner towards which the call centre service agent is going to relate with the customer concerning

solutions will depend heavily on the company’s type of services and the company’s cultural approach towards particular problems raised.

Communication skills

Customers would often prefer a less scripted, less complicated, and pragmatic solution to their problems. In this case, the agent has to be sensitive enough to understand the nature of the customer.

Customer service experience supposes to provide customers with complete customer satisfaction. With good lasting memories by being factual, natural, and comfortable as possible.

Read more: Katrium

Proactive customer service

What proactive customer service means

What does proactive customer service mean?

Companies such as Netflix and Amazon have delivered delightful proactive support experiences that customers recollect as wow customer support stories. “Proactive customer service” has been thrown around quite often in the customer support world.

It is a relatively simple approach to adopt and implement. Some brands make their customers feel special. But what do these brands do differently than the rest? Do they shower their customers with discounts and offers? Or do they extend customer subscription plans by a month for free? It involves a shift in how they approach customer service, the shift from reactive customer service to proactive customer service.

What is Proactive Customer Service?

Proactive customer service is when you take steps to help your customers resolve issues before they occur. It’s about troubleshooting potential issues and resolving them at the very first sign of trouble. Proactive support is a methodology or approach to customer service in which businesses take the initiative to help customers before customers reach out for help. That is, you address a customer’s problem even before they run into one, by spotting or anticipating the issue in advance and extending support to resolve it. Instead of waiting for customers to reach out to ask about their delayed deliveries, they let the customer know what the new delivery date will be.

For instance, Amazon anticipates questions on delivery dates and times. Suppose the customer is an Amazon Prime subscriber, and a problem happens. In that case, Amazon will sometimes even credit them one free month of the service for this inconvenience, all without the customer ever making an inquiry. This contrasts with reactive customer support, wherein a customer gets in touch with your support team only after they encounter an issue. At that point, customers usually have a problem that isn’t easy to fix without direction, so they have to wait for your help.

How to implement this service in your organisation

Implementing proactive customer service is a combined effort that involves your team, your customers, and the company. Here are three prerequisites that you need to be mindful of before getting started:
Know your customers
It would help if you spent some time getting to know your customers. If you don’t know who they are, what they need, or what issues they experience, then you’ll never be able to support them proactively.

Form the right support team.

The true power of proactive customer service solutions will work best with a solid team behind it. That means you will need to focus on building a team with a good mix of people from different functions in your organization. Build a content library, FAQs, forums, and self-help portals are awesome proactive support tools, but only if you populate them with helpful, engaging, and easy to follow content.

How do I take a proactive approach to customer service?

Reward customer loyalty with discounts and offers. Include a live chat option on your website. Pay attention to what customers are saying online. Ask customers for feedback. Announce mistakes before customers find out. Create content that answers common customer questions. If you follow these steps, then you can have a proactive approach to customer service.

How can I be proactive?

8 Ways To Be More Proactive. Seek out proactive people. Do not sweat about things you cannot control. Take back control. The first step is to take responsibility for your actions. Do not give in to the negative gremlins. Accept that mistakes are inevitable. Do not sit on the sidelines. Be solution-oriented. Celebrate your successes.

Our team hopes that you now know how to have a more proactive customer service. Be sure to follow all our tips to help out your company and if you want to read more about this, then make sure to read our articles: Katrium