Whether Business Needs Well Trained Business Answering Service Agents?

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If ever Ive been tempted to handle a business call in a less than professional manner

(yes this has happened), I think about trained business answering service agents or virtual receptionists, and call-center staff. They dont have the luxury of letting customers even think they might be gritting their teeth. Fortunately, theres training available that helps these folks create win-win situations out of the most emotional calls.

The first step is to be able to split yourself into two. (Just kidding, but it can help.) One you needs to step back and look at the call from outside all the emotions. The other you has to decide how to diffuse the situation. At this point, an agent may benefit from visualizing Robert Plutchiks flower-petal model of emotions to determine exactly what the customer is feeling. Once he knows that, he knows how to manage the call by asking the right questions and letting the customer know he understands his distress and will help resolve the problem.

Through it all, business answering service agents need to remind themselves to hold onto their composure. If they lose that, they lose period. Plus, they must remember they ARE their customers business as far as that caller is concerned. Every caller is important, and should be treated courteously and professionally, no matter the emotions involved. With the right protocol many customer service issues can be handled by the call center. However, when a call is escalated directly to their client, the call center agent should know how to document a callers emotional state so their client can quickly and efficiently handle the situation.

While business answering service agents are busy splitting themselves into two, they need to remain flexible throughout it all. Every situation is different, and what worked well with one caller may not help the least with another. Its important to hit just the right tone with callers. Not aggressive, but assertive enough to take control of the call. Its best to engage the caller, identify and acknowledge their feelings and assure them that they will be helped, while gathering the necessary information in order to do so.

The next time youre tempted to slam the receiver down or hit End on your cell phone, take a deep breath and figure out how to turn the call around. I promise to try and do that the next time Im discussing my prescription coverage with my insurance provider.

When person makes call for any business help need it is up to the business answering service agents, how he is dealing with client. So it become double important that business answering service agents should be well trained and should understand the need of business very well before taking any call from client.

by: Frances Starr

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