Inbound calling means the customer calls on your company’s helpline number to sort their queries or complaints that they might have with your company’s product. And in Outbound call, you yourself call customers for sales or routine feedbacks, etc
Telecalling is very popular as part of customer support, however many telecallers fail to do it in the right manner.
Let us first see why customer support is so important. According to research, 70% of the customer’s journey is dictated by how the customer feels they are being treated. Not only this, 55% of customers are willing to spend more money with a company that guarantees them a satisfying experience. In simple words, businesses can be directly affected by the customer service experience you provide and so, you are majorly responsible for bringing success to your company.
So let’s look at how you can make inbound or outbound calling more effective.
The one thing that you have to always remember is – Customer is the king. Meaning, your company is running because of your clients, and you will need to remember every customer is different, every customer is special, and so you will have to handle each of them politely and respectfully.
Which is why our first tip is – Respect each customer – If your customer is facing difficulties or needs any help, be polite, and make them feel you are available and willing to solve their problem with every sentence you say. “Thank you for calling us, how may I help you today?” or “Is it the right time to speak with you?” are some sentences that will help both the caller and receiver get mentally prepared for rest of the conversation.
Our second tip is – Listen before you speak – Understand the point of view of the other person and make each person feel you can empathize with them. Never disrupt while they are speaking, and if you cannot understand apologize politely and request them to explain again. Use sentences like
“Apologies but could you please mention your issue once again so that I can clearly understand and help you out” or “You are our valued customer and I will try my best to help you”.
Our third tip is – Explain precisely and clearly – Specifying your point in the least amount of time precisely and clearly is one of the best qualities of an inbound/outbound caller. For this, you must have full product knowledge, fast typing ability, and a clear, gentle voice tone. If you can master these
3 abilities, you will certainly be able to make a great impact on your call.
And my last tip is – Be gentle and calm and always thank your customer before finishing the call. Be aware of the fact that your customer has given their valuable time to speak with you on the call, so make sure their experience goes well and that
they don’t hesitate to call you again. It is a good practice to finish your call with sentences like “Have a nice day”.
You can practice with your own voice recordings by imagining the customer is right in front of you. Having a smile on your face will always help you in sounding pleasant and positive. So, friends, that’s all for today. Remember as we said, the Customer is always the king, and as a telecaller you play a huge role in establishing a strong relationship with your customer. Make sure you make use of sentences that have Welcome greetings, sure why not, yes, thank you kind of positive words in your call and, of course, keep learning and growing from your past recordings.