From a business standpoint, a quicker call can be a good thing. Short call times are cost efficient, operators can help more customers, and there are no long waits in hold limbo.
AnswerConnect agrees that there are benefits. This is why we regularly monitor our operators’ call times to ensure each call is handled as efficiently as possible. However, we also believe great customer service should never take second place to a statistic.
We’ve perfected the art of maintaining a balance between above-and-beyond customer service and call efficiency. We know a rushed call could mean a sloppy message or missed information. We also know to control the call to maximize our time and meet the caller and our client’s needs.
Business support associate Sydny Parsons exemplifies this balance. Sydny has only been with AnswerConnect for six months, yet consistently gets the top scores for call efficiency while maintaining great call quality feedback. We asked for her secret. She credits a talent for multitasking, honed to razor sharpness by our digital age, and our “Talk, Type, Tell” policy:
Talk: Use active listening skills to find out what the caller needs. If the caller gets off track, don’t be afraid to politely interrupt and steer the conversation back.
Type: As the caller is talking, type as much pertinent information as you can. Verify phone numbers and the spelling of names and locations. Be sure to document what the call is regarding and the response required.
Tell: Read your message back to the caller to further verify accuracy. As soon as the caller disconnects, you’re ready to relay the message.
Our priority, first and foremost, is the customer. Technology has given us the means to be incredibly efficient. However, it should enhance customer service, not work against it. We strive to make efficiency work as a tool for both the client and their callers.
