{"id":25694,"date":"2015-09-09T07:36:11","date_gmt":"2015-09-09T14:36:11","guid":{"rendered":"https:\/\/www.etechgs.com\/?p=558"},"modified":"2015-09-09T07:36:11","modified_gmt":"2015-09-09T14:36:11","slug":"quality-call-center-agent-training","status":"publish","type":"post","link":"https:\/\/demo.etslabs.ai\/etech26\/quality-call-center-agent-training\/","title":{"rendered":"Vital Components to Quality Call Center Agent Training"},"content":{"rendered":"

Just like phone support, live chat<\/a> support staff needs high-quality call center agents training in order to handle a wide range of situations and perform effective services to resolve customer issues. Here are some vital components to training for live chat agents.<\/p>\n

Starting a Chat<\/h2>\n

Your opening line should not be too short, nor should it be too long. Keep it simple. Make sure to use the customer\u2019s name, if given, and ask how you can help. You can even go more personal and ask how the customer is doing before inquiring about how you can assist him or her.<\/p>\n

Clarification and Verification<\/h2>\n

Once the customer has explained what the question or problem is, you should ask for any clarification, such as saying, \u201cTell me more about\u2026\u201d If no clarification is needed, you should still verify the question or issue by repeating it back to the customer, such as saying, \u201cLet me see if I have this correct\u2026\u201d<\/p>\n

Admitting \u201cI Don\u2019t Know\u201d<\/h2>\n

It is important not to waste a customer\u2019s time if you do not know the answer to the question or problem. However, it is also important that you do everything in your power to help the customer. The words, \u201cI don\u2019t know,\u201d do not need to leave your lips, but you can apologize and admit you do not have the information, then offer to find out for the customer. This may mean putting the customer on hold or getting contact information to follow up with him or her later.<\/p>\n

Transferring Calls<\/h2>\n

If you absolutely must transfer a customer, be sure to explain to them what you are doing and why before you actually do it. In addition, make sure the agent you are transferring the customer to already knows what the question or issue is so as to better help the customer after transfer.<\/p>\n

Holding a Call<\/h2>\n

Putting a customer on hold is necessary when you need to investigate the question or issue. Ask the customer if he or she will hold. If they do not wish to hold, offer to contact them later. If you put the customer on hold, make sure to thank them for holding when you get back to them. Apologize for long waits, and try to minimize the length of time the customer spends waiting.<\/p>\n

Admitting Fault<\/h2>\n

If you or someone in your company makes a mistake, it\u2019s okay to admit fault. For your own mistakes, simply apologize and admit you made a mistake, then right it by providing the correct information. If the mistake is someone else\u2019s, apologize for the company using \u201cwe\u201d and \u201cour\u201d instead of naming an individual person.<\/p>\n

Saying \u201cNo\u201d<\/h2>\n

Although you might want to, avoid saying, \u201cNo,\u201d as much as possible, as this comes off as rude. Instead, you can put a positive spin on it. If it\u2019s something as simple as someone not being available, apologize and ask how you can personally help the customer. If it has to do with a product or service, apologize and explain that you do not or cannot provide that service, but offer something similar.<\/p>\n

Handling Upset Customers<\/h2>\n

To keep situations with angry or upset customers from escalating, show empathy and acknowledge how the customer is feeling. You can also apologize that they are experiencing these problems and offer to help them deal with the issue or find a compromise.<\/p>\n

Wrapping Up<\/h2>\n

Make sure your customer\u2019s needs have been met and that they have no other questions before ending your chat. If your business\u2019 agent training contains these vital elements, your customer support should be quite solid.<\/p>\n","protected":false},"excerpt":{"rendered":"

Just like phone support, live chat support staff needs high-quality call center agents training in order to handle a wide […]<\/p>\n","protected":false},"author":1,"featured_media":174110,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":""},"categories":[154],"tags":[213,31,281,282,283],"class_list":["post-25694","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-call-center","tag-etech","tag-quality-call-center","tag-quality-call-center-agent","tag-vital-components-to-quality-call-center-agent-training"],"acf":[],"_links":{"self":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/25694","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/comments?post=25694"}],"version-history":[{"count":0,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/25694\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media\/174110"}],"wp:attachment":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media?parent=25694"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/categories?post=25694"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/tags?post=25694"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}