Telephone Customer Service “WOW!” Factors

Effective communication skills are fundamental in today’s work environment. Impressions are formed within seconds. All businesses should ensure that a positive first impression is made with every call. Low morale and lack of enthusiasm make for a negative call experience. Studies suggest that 13% of callers who have what they perceive as a negative experience will tell at least 20 other people.

Professional Call Centers incorporate a robust training program and on-going coaching that ensures the following key performance indicators are securely in place. Grade your call center or in-house telephone customer service on a scale of 1-10 and measure the “WOW FACTOR” as defined by the following criteria:

Attitude

The caller is greeted with enthusiasm and a positive attitude.
The agent sounds interested, pleasant, and helpful.
The agent states his/her name.
The entire answer phrase is articulated clearly without rushing.

Timeliness

The call is answered in three rings (18 seconds) or less.
Hold time, if any, is minimal.

Manners

Phrases such as “please” and “thank you” are used appropriately.
If the caller is put on hold, they are asked permission first.
A polite return from hold is spoken.

Call Control

The caller is guided throughout the call with appropriate questions.
Awkward pauses or silences are avoided

Grammar

Proper business phrasing is used throughout the call.
Slang is not acceptable (e.g, “Yup”, “Nope”, “Okey Dokey”, “All righty”, “Ain’t”).

Knowledge / Confidence

Agent sounds knowledgeable about the business, products, and services.
The call flows smoothly

Quality

Agent enunciates clearly, does not mumble and speaks at an appropriate pace and volume.
Agent confirms the correct spelling of the caller’s name.
Agent confirms the caller’s contact information.
Agent advises the caller about how the message will be handled.
Agent reassures the caller by advising what will be done.
Agent sounds engaged with the caller (i.e., compassionate, concerned, and interested).

Does your call center or in-house telephone customer service measure up to these standards? We do!