Call Handling

2008-10-03 14:50:28

( Arts )



If you worked as a customer service representative, as a technical support representative or any call center for that matter, you should be familiar with the term call handling. You see, call centers make money depending on their agreement they made with the client. The call matrix as it is called would usually include average handling time or AHT and this is where a lot of agents fail.

Call handling is not easy for some call center agents. They think that by making the call short, they risk getting a dissatisfied customer. Customer satisfaction is also one of the many requirements that a call center agent must meet. Sometimes there are just some issues that would take long. Add to that the fact that you will have to put in some notes and some agents are experts at what's called document handling. They even have pre-programmed notes to make putting in notes faster.

Customer satisfaction shouldn't be a function of how much time you spend on each call. Customer satisfaction is a direct effect of how fast you resolve an issue and how professional you are in dealing with complaints. Call handling really is solving the customer's problems as fast as you can, the best way you can while still following company guidelines.

When you solve the customer's problems fast, you can be sure that you'll get satisfied surveys and still perform in the call handling requirements of the company. This means you have to spend time knowing the procedures like the back of your hand so you can help your customers fast.

Your knowledge of the processes will determine how you resolve a particular problem. Experience is the best teacher and as you stay longer in the business, you will find ways to help customers fast and keep them satisfied at the same time.


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