Call Center Company Offers Telephone Basics

By Author: Shannon Lindsey
Total Articles: 223
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Using the services of a call center is a big advantage to a business. Trained call center employees can handle order taking, surveys, voicemails and other business transactions, leaving key company employees free to handle essential matters.
Sooner or later, however, company officials will have to take time to talk to clients, potential clients and others. There is always a wrong way and a right way handle telephone calls. Here is a refresher.
Wrong way: "Yeah, whadya want?"
Right way: "Hello, this is Joan Johnson of Acme Corporation, how may I help you?
Wrong way: "Joe."
Right way: "Hello. Accounts receivable, this is Stephanie Hart, may I help you?"
Wrong way: "Yep." (or "Nope.")
Right way: "Yes, we do carry the Wonder Widget. Would you like to place an order?"
Wrong way: "Yep. I'll get right on that - tomorrow. Geez! It's 4:30 already!"
Right way: "Of course, I'd be happy to take your order and place it right away."
Wrong way: "Hello. Please hold."
Right way: "Hello, this is Joan Johnson of Acme Corporation. I'm on another call at the moment, may I please put ...
... you on hold for just a minute?....Thank you so much."
When the call is finished.
"Thank you so much for waiting. How can I help you?"
Wrong way: "Sorry, he's not here." (Hang up.)
Right way: "I'm sorry. Mr. Montgomery is away from his desk. May I tell him who called?"
Wrong: HiI'mJerryJordanofAcmeCorporationI'mcallingconcerningtheinvoicewereceivedyesterday.." Three hundred words per minute is great for typing, not for voice mails.
Right way: Hi. I'm Jerry Jordan of Acme Corporation. I'm calling concerning the invoice we received yesterday."
Wrong way: "Hi. I'm Violet Bick. I'm sorry I'm away from my desk at the moment. Please leave a message and I'll get back to you as soon as possible upon my return. Be sure to visit our display at the 2007 Holiday Festival of Lights on Dec. 8-9." (Voice mail announcement heard in July.)
Right way: "Hi. I'm Violet Bick. I'm sorry I'm away from my desk at the moment. Please be advised that I will be out of the office July 7-10. If this is an urgent matter, please call Jerry Jordan at.."

Wrong way: (Responding to "Dr. Phillip Smythe"). "Okay Phil. I'll get right on it.
Right way: "Thank you Dr. Smythe. We'll get your order out as soon as possible."
Wrong way: "Hokey-doke. Thanks for your order."
Right way: "We'll send your Widget Wonder immediately. Would you like to add anything else to your order? We have some fine products on special today, would you like to hear more about them? No? That's all right. Thanks for your order."
Wrong way: "Your call is extremely important to us. Please stay on the line and the next available representative will be with you shortly Hello. Thank you for continuing to hold. Your call is extremely important to us, etc."
Right way: "Hello. Thank you for holding. Please stay on the line and the next available representative will be with you shortly. If you prefer, you may hang up and call 800-555-5555. We're sorry for any inconvenience this has caused you. We look forward to serving you soon."
Everyone has had their irritating voice messaging moments. By using proper phone etiquette, the chances of retaining customers are greatly improved.