Call Control

[Ricki]

Hello all,
The call center I am working for is struggling with their reps not having very good control of the call. We have put all reps through customer service training where we talk about ways to have control, but for some reason we are needing a little more help.

I was hoping some of you might have some ideas on ways of teaching good call control to reps. If you have any ideas they would be greatly appreciated.

Thank you for all of your help in advance,
Ricki

[kanadian]

Originally Posted by Ricki

Hello all,
The call center I am working for is struggling with their reps not having very good control of the call. We have put all reps through customer service training where we talk about ways to have control, but for some reason we are needing a little more help.

I was hoping some of you might have some ideas on ways of teaching good call control to reps. If you have any ideas they would be greatly appreciated.

Thank you for all of your help in advance,
Ricki

this is one of my areas of passion. Not just call control, but overall call efficiency through word choice/manipulation. There are so many areas where even the smallest of changes can have dramatic impact. Without really knowing your environment, I cannot get too specific on what changes can be made but here are some rough overall pointers for control:


In the greeting:

Make sure statements like "what's the problem today?" or "what's your problem?" are being totally avoided. Stick with "how can I help you?" the word "problem" can cause even subconscious stress on different dimensions.

In the 'meat' of the call.

-avoid "you have to" and "you need to" type of statements when providing instruction..such as "you need to call our billing department" the words need/have are very limiting and callers don't like having options taken away from them. Stick with "the best thing to do" or "the most efficient step would be to..." type of statements. even "the first thing to do"

-don't apologize when returning from a hold such as "I'm sorry for the wait" or "I'm sorry for the hold" this shows the hold may not have been needed. Stick with "thank you for waiting Mr.Caller"

-if an agent is asked a question they dont know the answer to, avoid statements like "I'll ask a senior rep" stick with "I can look into that for you"

When/if a caller is getting escalated:

-avoid pointing fingers/blaming

-selective agreement is key, not just apologizing

-active listening also needs to escalate from "yep" and "uh-huh" to positive and powerful words like "understood" if the caller is repeating themselves, then at the first opportunity jump in with "understood, moving forward what I can do for you is...."

There really is a great deal, this is just the surface!

[palango]

GREAT GREAT Response. I wish I could buy your book.

[mikael]

Ricki,

All call centers struggle with the issue of call control. Some approach it by teaching scripts that the rep is compelled to memorize and use. The problem with such scripts is that the customer *always* recognizes the fact that a script is in use, and they hate it. Others run the reps through a quick "charm school" to give them some idea of what not to say, etc. The trouble with charm schools is that the effects don't last.

Keeping control over a call involces several factors. Some trainers will teach part of the solution, which is to be careful in the words and phrases that you use. What is not generally taught, and should be, is to recognize the phases of the call and focus on the primary and secondary goals of each phase. I work with clients to help them develop a standard call handling procedure for their particular center & company that is then taught to all of the reps. The reps then use their own natural phrasing (avoiding, of course, the words and phrases that can cause problems) in following the procedure, so that it doesn't sound "canned" at all. The result is a consistent customer experience while maintaining low average handle times and high resolution rates.

An effective call handler procedure has to be built on a common set of values that are accepted by all of the reps, and then reinforced consistently by practice and in group meetings -- and by the company policies. It also has to be in alignment with the expectations of your customers.

I'd be glad to talk directly with you about this if you'd like -- call me during Office Hours (Friday mornings, Pacific Time). The phone number and information about complimentary Office Hours is on my web site.