As an administrative assistant, you may have to handle a lot of calls from customers, clients, or colleagues. How do you ensure that you provide excellent service and meet your productivity goals at the same time? Here are some tips on how to balance call quality and call quantity in your performance.
The first step to balancing call quality and call quantity is to understand what metrics you are measured by. Different organizations may have different standards and expectations for how many calls you should answer, how long you should spend on each call, how satisfied your callers are, and how well you follow the policies and procedures. You should familiarize yourself with the key performance indicators (KPIs) that apply to your role and track your progress regularly.
One thing I have found helpful is to always introduce myself and the company at the start of the call and to make sure i’m dealing with their request correctly, i repeat the reason they have given me for their call. It also gives me some time to plan exactly how i’m going to help the customer in my head. I have also found it helpful to ask the customer if i can pop them on a quick hold if there is anything i’m unsure about instead of stalling on the call
Suggestion/tip If I have to deal with multiple calls and my timing of each call is being monitored. I will handle the calls according. a little suggestion, is to set a mini timer for yourself, that way I can see how much time I’m spending with each caller and making sure that I answer everyone’s calls professionally and providing any answers or concerns the client or management may need. And the better you know your office policy and procedures, the better you can answer everyone’s questions or concerns.
The second step to balancing call quality and call quantity is to prioritize your calls based on their urgency, importance, and complexity. Some calls may require immediate attention, such as complaints, emergencies, or requests from senior management. Some calls may be more important than others, such as those that generate revenue, resolve issues, or build relationships. Some calls may be more complex than others, such as those that involve multiple parties, technical details, or sensitive information. You should allocate your time and resources accordingly and avoid unnecessary distractions or interruptions.
Suggestions Any urgent calls that need to be directed to another department or someone else I will definitely make sure the message or the call or get transferred to the department or persons. If I have to meet a need for Sr. Management, depending on the timeframe they need a response. I will handle that or prioritize it. Also, if there is a complaint, document, all complaints or concerns, and make sure it gets forwarded to the proper personnel. If there’s an issue that I can resolve myself, I will still do proper documentation and handle the caller. A little bit of kindness goes a long way and team work that’s how you start to build rapport with your customers/ clients, coworkers and management
The third step to balancing call quality and call quantity is to communicate effectively with your callers. This means using clear, polite, and professional language, listening actively and empathetically, asking relevant and open-ended questions, confirming understanding and agreement, and providing accurate and helpful information. You should also use positive and constructive feedback, express appreciation and gratitude, and end the call on a positive note. By communicating effectively, you can enhance your caller's satisfaction, trust, and loyalty.
Documenting the reason for the call is so important. There is nothing more frustrating for a caller than to be asked the same questions multiple times and to have to explain the issue over and over again. More frustration only adds to more issues. Documentation helps to smooth ruffled feathers. It also helps to make the caller feel like their concerns are being addressed when you refer back to something they said during the conversation. COMMUNICATION! COMMUNICATION! COMMUNICATION!
In my experience there are so many times that you have taken the measurements necessary to take care of the caller, but it happens that when you transfer to appropriate destination, the call gets forgotten making the caller called many other times with frustration which is placed in the shoulders of the Office Assistant.
The fourth step to balancing call quality and call quantity is to use technology wisely. Technology can help you streamline your call handling process, improve your efficiency and accuracy, and reduce your stress and fatigue. For example, you can use a headset to free your hands and improve your sound quality, a CRM system to access and update customer information, a calendar or scheduler to manage your appointments and follow-ups, and a chat or email tool to communicate with your team or supervisor. You should also take advantage of any training or support available to learn how to use the technology effectively.
The fifth step to balancing call quality and call quantity is to review and improve your performance. You should seek feedback from your callers, your team, your supervisor, and yourself. You can use surveys, ratings, comments, reports, recordings, or self-assessments to identify your strengths and areas for improvement. You should also set realistic and specific goals for yourself and monitor your progress. You should celebrate your achievements and learn from your mistakes. By reviewing and improving your performance, you can enhance your skills and confidence.
The sixth and final step to balancing call quality and call quantity is to balance your well-being. Handling a lot of calls can be stressful, demanding, and exhausting. You should take care of your physical, mental, and emotional health by taking breaks, stretching, hydrating, eating well, sleeping well, relaxing, and having fun. You should also seek support from your team, your supervisor, your friends, or your family if you need it. By balancing your well-being, you can maintain your motivation and enthusiasm.
Quantity and quality can never be measured together. No two clients are alike. The most important thing is making a client feel important and that they matter. Taking the time to use calming words. Understanding that the kind words you speak maybe the only ones they may hear that day. Realizing attituds often times have nothing to do with the situation or you; but another situation the occurred just before speaking to you. The quantity is not in how many calls you take but how many solutions that create positive company referrals.