Handling multiple calls in a customer service role can be challenging, especially when you want to provide quality service to each caller. However, with some planning, preparation, and practice, you can manage multiple calls efficiently and effectively. Here are some tips to help you handle multiple calls without sacrificing quality.
Before you start taking calls, make sure your workspace is organized and comfortable. Have a headset, a notepad, a pen, and any relevant documents or tools ready. Minimize distractions and noise around you. Check your phone system and internet connection. Adjust your volume, microphone, and mute settings. A well-set workspace can help you focus on your calls and avoid technical issues.
Prioritize Use Routing Set Realistic Expectations Utilize CRM tools like Salesforce, Zoho etc Follow-Up Protocol- Create tasks for yourself and follow up on the calls
Use noise-cancellation devices. A lot of online meeting platforms have additional setting of reducing background noise - enable that. Important - check your network / connection speed. If you are working in low bandwidth area, disconnect other devices. Close all other applications not in use. Let your current work consume all the network and system resources. If you have to share your video, use a decent background. Or blur. Make sure your background doesn't have moving objects and people. This might cause distractions for the other person(s) on the call.
A call queue system is a feature that allows you to place incoming calls on hold until you are available to answer them. It also lets you prioritize calls based on urgency, duration, or other criteria. A call queue system can help you reduce wait times, avoid missed calls, and manage call volume. However, you should also use a greeting message, a hold message, and a callback option to inform and engage your callers while they are in the queue.
Don't ask too many questions, that only irritates the caller. Keep the options simple and easy-to-navigate through. Idea of welcome message and options is to 'buy' some time before other callers are attended to. Don't make it painful for others.
A call script is a guide that helps you structure and standardize your calls. It can include an introduction, a main body, and a conclusion. It can also include common questions, answers, objections, and phrases. A call script can help you save time, communicate clearly, and handle different scenarios. However, you should also personalize your script and adapt it to each caller's needs and preferences.
I mostly disagree. I personally don’t like call scripts. I feel every interaction is unique and the client should feel that way when I speak with them. It was more difficult because I did have to practice my conversations and adapt different rules and strategies, but overall I feel that I have impactful conversations more often and I am in more control as an active participant in my interactions.
To manage multiple calls effectively without compromising quality, I rely on call scripts. These scripts help me stay organized, provide consistent information, and ensure a high level of service, even when handling numerous calls simultaneously.
Having a script and set of FAQs (Frequently Asked Questions) is certainly a good idea. But do NOT become robotic and too mechanical. These scripts are to be better prepared and save time finding the right set of responses. But they are NOT to be generalised for every problem. Infuse human touch in your conversations. Understand that even though the caller might be using similar words as mentioned in your script, their problems and resolution might be different. Maybe the callers are of different ages, cultures, backgrounds or countries. You will HAVE to fine-tune the same set of responses based on that.
Active listening is a skill that involves paying attention, showing interest, and providing feedback to the speaker. Active listening can help you understand, empathize, and resolve your caller's issues. To use active listening skills, you should avoid interruptions, distractions, and assumptions. You should also use verbal and non-verbal cues, such as nodding, paraphrasing, and asking questions. Active listening can help you build rapport, trust, and satisfaction with your callers.
Sometimes, you may encounter a call that requires more expertise, authority, or time than you can provide. In such cases, you should transfer or escalate the call to another agent, supervisor, or department. However, you should do this only as a last resort and with the caller's permission. You should also explain the reason, provide the contact details, and ensure a smooth handover. Transferring or escalating calls can help you avoid frustration, confusion, and dissatisfaction.
Don't take too much time before transferring the call. While you might be inclined towards concluding ALL the calls yourself, NOT everything can be really handled at your level. And needs intervention from a superior or more experienced person. It is ok, and part of your learning
After you finish a call, you should follow up with the caller to confirm their satisfaction, provide additional information, or ask for feedback. You should also document and evaluate your call to identify your strengths, weaknesses, and areas for improvement. You can use metrics, such as call duration, resolution rate, customer satisfaction, and quality score. Following up and evaluating your calls can help you enhance your performance, skills, and quality.