Cool Experience with Call Centre of Income Tax Dept, Bangalore
CPC.
On
calling: IVR took data like company PAN and purpose of call. Thereafter
receiver immediately starts with what I want to know without again asking about
name, PAN or purpose. She was ready with when I did inquire last and what the
status of my problem is.
I
have rarely found this efficiency or process even in most big
private sector brands & most call centres are far from what it
should be. They keep asking basic data N number of times, waiting time is high
and line get transferred to new executives every time more queries are asked.
Even if we have punched the basic data, purpose of call,
still they ask us the same thing. Their scripted speeches are too
monotonous.
What we callers/receivers expect them to do:
1)
When call centre is busy - mention how long will it take
for executive to attend. Better if every drop callers are
called back by the call centre.
2)
Caller is calling mostly to solve the problem so in a hurry or in an
anxiety. Quickly come to the solution part in the script. Rest can
be taken care later or may not need many a times. Most of the time background
is too noisy. Avoid.
3)
Train, Train and retrain the executives - skill set - language, communication
, product/service knowledge , how to solve the problems/help.
4)
Solve the problem there and then without waiting or having layers
of executives’ therefore more waiting time and chances of disconnection.
5)
Post request, immediate action by the company if something is
to be done after the call. Usually I get a call after 2 days or week, once I
place the request.
6) Outgoing Callers
- First and foremost ask about convenience. Whether "Right time to
talk?". They come to this after long opening
statement.
7)
No hard sell. Once listeners says NO , politely thank and
exit. Mostly executives inquire why , when and insist on listening
to them. They should listen the prospect first.
8)
Keep choice of words powerful and conversation attentive.
Keep CUSTOMERS in
focus and not your business processes or sell hard agenda. Solve their problem,
offer them info and sell them only if they want it not because you
want to sell.
Finally
(Male members may not like it) have female executives. They are not only found
to be more polite but gets better attention.
It’s
about BRAND company has created. It shall not be destroyed by untrained people
with casual approach, long process driven (centric ) out-sourced
activities.
In today's market MOST call centres will not qualify test of Excellency. Nobody is
listening either customers ( What callers have to say in an out bound
call ) or executives ( In out bound/inbound calls ) or even
companies ( What is happening at call centres
) !!!!.
