We’re often reminded to always be ready for anything. People living in earthquake and flood-prone countries, for instance, are always reminded to be on alert in case disaster strikes. Even the Bible gives a gentle reminder to prepare for the day—because it may come like a thief in the night, unannounced, striking when you least expect it.
While not as dramatic, customer contact center agents are likewise trained to be on their toes for anything that customers may throw at them. And it wouldn’t hurt that your growing IT company’s call center do the same. Why?
Aside from knowing the basics of website development packages, for instance, you can win more customers over if your telephone reps from a help desk call center can answer any “out of the box” question clients might have—is flash involved, what other options are available, can the site be uploaded on TV, and so on. While some queries may sound out of this world, an agent who brushes up on their homework would definitely close more sales.
Inbound call center agents, likewise, would definitely do well by knowing how to deal with various customers, and with various situations. How to deal with rude clients, keeping calm amidst a flurry of invectives, and knowing who to refer customer complaints, are just some of the things that show you agents are on their toes.
It can be a mad world out there. It pays to be prepared.