5 Tips to steer customer support calls and speed up issue resolution

5 Tips to steer customer support calls and speed up issue resolution

Faith Ocampo Published on January 20, 2017

smiling customer service agent pointing

Taking control over a conversation without offending a customer is one of the most important communication skills every support rep must master.

For contact centers that receive an overflowing amount of calls, keeping conversations short is crucial. Support reps must solve problems quickly so they can attend to pending customer requests. The tricky part, however, is doing this without sacrificing the customer experience.

Of course, agents are trained to always listen attentively to customers, empathize with them, and ensure that all their needs are being met. But occasionally, they’ll encounter callers who would harp on about irrelevant topics. In such cases, agents must steer the conversation into the right direction so they can immediately address the customers’ complaints.
attentive call center agent listening to customer call
Done the right way, this lets you boost the team’s productivity and maintain good relationships with your clients. It can be hard to take control over such interactions in a tactful manner. To prepare your customer support reps for these situations, here are some techniques you can share with them during call center training sessions.

1. Clarify the issue right away.

call center agent in deep thought

In customer service, what makes for effective communication is a productive, resolution-oriented interaction. It helps if agents start the call by clarifying the customers’ complaints. This way, they can get to the resolution part as soon as possible.

If the caller is having a hard time explaining the issue, agents must ask specific questions to help clarify the problem. Doing so sets the tone of the dialog and assures customers that their concerns are being effectively tackled.

2. Be straightforward.

When a customer is having a bad day, they may start complaining not just about product- or brand-related issues but also about their personal lives. Customer support reps must empathize with them and offer comfort, but they must also be aware that their main task is to address the relevant complaints. To redirect the conversation, they may respond this way:

“I’m sorry to hear about that. I can make your day better by solving the issue you brought up.”

This drives the discussion back to what really matters. However, be sure to remind your call center agents to use the right tone of voice. Otherwise, they may end up sounding stiff or uncaring.

3. Find the right amount of assertiveness.

excited call center representative giving thumbs up

Out of politeness, your customer service agents may let callers plunge into long-winding rants, even if they’re no longer relevant. Assure your agents that it’s okay to interrupt a customer if they must. However, they should avoid using a condescending tone so as not to displease the customer.

During your call center training sessions, you may arrange role-playing activities. Let your agents rehearse the right approach and technique for maneuvering conversations.

4. As a last resort, put the customer on hold.

While it’s generally not advisable to shirk difficult conversations by pressing the hold button, it may be unavoidable at times. As a last resort—and only as a last resort—agents can put customers on hold while they work out a strategy. Doing so provides reps another chance to set the tone of the conversation.

5. Know when to wrap up the conversation.

Advise your contact center agents to use phrases that signal the end of the conversation. Here are some suggestions:

• “Is there anything else I can do for you?”
• “Looks like we’ve solved your concern…”
• “So far, I think we’ve covered everything…”

However, remind employees to always confirm with the customer if everything has already been addressed before they end the call.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO4 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO1 week ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO