Customer Service Needs Speech Analysis

The customer service call centers can make a better impact on their service when they study the behavior and speech patterns of the callers. The way a caller interacts with the call center agents speak a lot about their mindset and how they are looking at their association with your brand. There are some give-away words and phrases that the experts term as ‘closure triggers’. These triggers have to be identified by the agents as expressions of dissent against the brand – something that can be interpreted as early signs of the customer deciding to terminate their association and look for some other brand.

What can customer service call centers do to identify and then deal with the closure triggers? To identify them, the inbound call center has to look at the calls carefully during training sessions. Record the calls and listen to them carefully. Train your call center agents to recognize the words and phrases that can be classified as closure triggers. The best way to deal with them is to make call center services a much better experience for them. You have to treat them specially so that they may understand how much you are interested in continuing to do business with them.

The Concept of Self-service at Call Centers

The use of self-service at the call centers is a growing phenomenon. In this mode of call center services, the consumer makes use of the automated services to get their issues resolved without talking to the inbound call center agents. The use of these automated services, like the IVRS, is helpful for the consumers because they can save a lot of time when they dial up. The callers can easily get to what they are looking for and there is no time wasted in the process of filling out information with the agents.

For the call center as well, the use of self-service will be crucial to streamline the processes and also cut down on costs. If an automated answering service is deployed, the call centers can cut down on deploying manpower for the phone lines. The inbound call center will be able to attend and respond to more calls in the process. Because the whole process will be computer-generated, there will be little room for error. Of course, the customer service call center must provide the caller with an option to speak with a live voice anytime during the course of the call.

Some Questions at the Call Center

There are some typical questions that call centers need to ask themselves. The answers to these questions will allow the call center unit to understand and realize the situation in which they are in. The first question to ask is: are the call center services following the right processes? Different projects have separate demands. That is why the telemarketing unit has to improvise and innovate. A simple way of modifying the phone answering service is to make it automated. The list of options will be crucial for the customers as they save time when they make use of IVRS.

The key to a successful evaluation of a call center is to ask the most relevant question: why are you looking for an evaluation? Surely there have been some inconsistencies in the performance of the telemarketing services department. It could also be because the call center services are not following the track that you have drawn for them. This is probably the time to look at the metrics in a new way. Call center companies often stick to the same regulatory metrics that define performance. With the changing times, the yardsticks of measurement have to change as well.

Customer Service Needs Backup

No wonder how efficient and qualified your answering service team is, that is not enough! Brands cannot expect their customer service to be known as among the best in the business unless they back up their customer care department with some consistent service. No one calls up the phone answering service number when they are happy and satisfied! It’s only when they are faced with a problem that they decide to pick up the phone and dial.

You cannot expect them to understand your technical glitches because they have not paid for excuses. You have to deliver what you promised during the lead generation stage. That is what the call center customer service department has to fine tune with the brand’s other departments. The problems have to be resolved and the products need to be better suited for the consumers.

If the core areas of the brand do not stand up and be counted, the inbound call center can do only as much. Consumers do not look for answers or explanations, they need solutions. A quality customer service will be able to do a better job if their assurances are backed up by the executives who handle the primary functions of the manufacturer.