Customer Care Call Centres:
Integrating Best Practices for
Meaningful Communication

See also: Building Rapport

In the UK, there are more than 1.3 million call centre employees, and there are many more who work in customer support roles. These roles need specialized talents whether you're handling complaints, inquiries, or even just surveys.

The abilities needed for understanding and meeting client demands are never more crucial than when handling a challenging client call. But sadly, most call centres aren’t prepared to take on such calls as they often lack the proper equipment and training opportunities.

People working in a call centre with the caption: 'Customer Care Call Centres: Integrating Best Practices for Meaningful Communication'.

The good news is we have just the right solution for these issues. We have compiled a list of six proven strategies that will improve communication across your call centre. Even though you might get a difficult customer call from time to time, you can still use these handy rules and strategies.

When these are implemented in customer care centres, they lead to more consistent and efficient interactions with customers. This ultimately results in improved customer satisfaction as their needs and concerns are addressed promptly and effectively.

Good interactions with contact centre representatives are very important. In fact, when they deal with amiable customer care representatives, 73% of clients will remain faithful to the business. On the other hand, 82% of consumers abandon a business as a result of subpar customer service.

You can follow these guidelines and steps when addressing various customer issues. This reduces the likelihood of errors or misinformation being provided to customers, leading to smoother interactions, fewer escalations, and customers' problems actually getting resolved with minimal back and forth.

These are just some of the reasons why integrating best practices for improving communication pays out big time in your call centre. Now let’s look at the most vital best practices that improve communication

1. Focus on the Speech and Pronunciation of Your Agents

This will be the training part of your practice routine. You need to instil in your agents proper technique so they can communicate more confidently and with ease. If the customer isn’t able to understand you, how can they expect you to help them?

To prevent this, the most basic step you can take as a call centre owner is to provide ample training to your agents so their speech is clear and well-enunciated.

You can hire a dialect coach who will first ask your agents to read a written passage and then correct their pronunciation by repeating it in an easy-to-understand tone. This is the kind of skill that can only be improved through repetition and recognition.

Most of the time when we are talking, we do so out of sheer habit. We do not know whether we are pronouncing something correctly or not. It is only through a dialect coach that we realize that the word we were saying was being pronounced wrong all along.

So, recognizing what our mistakes are is the first step towards improvement which is a good reason to seek help from a dialect coach.

2. Encourage Them to Participate in Active Listening

Encouraging someone to practice active listening can significantly enhance communication in various ways. Active listening involves not only hearing the words being spoken but also understanding, interpreting, and responding to them with a deeper sense of meaning.

By actively engaging in the conversation, your employees will learn to clarify any points of confusion or ambiguity. This reduces the chances of misinterpreting information and minimizes misunderstandings that might otherwise arise due to incomplete or misheard messages.

When actively listening, you are more likely to absorb all the details and nuances of the issue at hand. This comprehensive understanding enables better problem-solving, as listeners can offer more relevant and insightful solutions or suggestions.

This also requires consistent practice and cannot be taught overnight. To teach this you can play recordings of different passages from history books or novels to your agents and ask questions pertaining to them.

This will not only test their listening skills but also assess their comprehension skills, i.e. how well they understand the topic in proper context. This will eventually transform your call centre agents to automatically answer customers’ queries thoughtfully.

3. Teach Them to be Concise and Clear

Being concise and clear is not only beneficial to the flow of a conversation but it also prevents being burnt out while handling more calls throughout the day. You can greatly reduce call times without sacrificing the message you relay.

It is why they say brevity is the soul of wit. Come up with exercises that focus on answering questions as concisely as possible. These can be sentences that you ask your agents to rewrite in the shortest way possible.

You can also come up with questions that they have to answer in rapid-fire rounds. By holding such daily exercises and training rounds, conciseness and clarity become second nature.

Recognize and reward agents who consistently exhibit concise and clear communication skills. Positive reinforcement encourages agents to continue refining their skills. And speaking of positivity…

4. Train Agents to Focus on the Positive

Train your agents to focus on the positive instead of ruminating on the negative. This is easier said than done however because we humans tend to gravitate towards negativity and we usually remember our negative experiences more vividly than the positive ones.

We tend to remember negative experiences because it is in our evolutionary makeup. We tend to ruminate on them so we can avoid them in the future for better chances of survival.

But you can rewire your staff’s brains so they don’t get demotivated after every difficult call. This will prevent burnout and mental fatigue. This change in mental attitude will greatly improve performance as well since it will be reflected in your agents’ mood and how they greet and answer calls throughout the day.

Remind your agents that not every issue will get resolved and that the customers might be having a rough day, so do not take their negative remarks to heart.

5. Do Mystery Shopping

Mystery shopping is a clever way to test your employees to see how well they react in real-world scenarios. If you pretend to be a potential customer and ask them questions while having a deep insight about the product, you can easily figure out the agents who are actually helpful, knowledgable, and good communicators.

Ask tricky questions or ones whose answer requires deep knowledge and patience to really check who your top performing call agents are. And once you are satisfied with their answers, reward them to boost morale.

6. Use VoIP Technology to Grow Your Operations

Having a reliable VoIP service can make all the difference in implementing good customer care. VoIP technology allows voice calls to be transmitted over the internet, offering various features that can improve the efficiency and effectiveness of call centre operations while immensely cutting down on costs, compared to landline numbers.

Not all VoIP Systems are Created Equal!

Remember that not every VoIP solution offers the same features, reliability, or user experience. Whether you're a small business looking for cost-effective solutions or a large corporation in need of advanced and scalable communication tools, understanding these differences can make all the difference in your communication strategy.

One VoIP service worth mentioning here is Axvoice because of its crystal-clear audio and video quality, good device integration, and powerful network that is extensively scalable. It allows for cost-effective international calls that let call centres serve customers across different geographic locations without incurring high long-distance charges. This global reach expands your call centre's customer base into previously untapped markets.

Axvoice’s reliable VoIP systems can easily scale to accommodate fluctuations in call volume. During peak hours or promotional campaigns, this call centre VoIP phone system can handle increased call traffic without compromising call quality or customer experience.

Axvoice was specifically designed while keeping call centre VoIP phone systems in mind. It also has advanced call routing and distribution features. This means that calls can be directed to the most appropriate agent based on factors like skills, availability, and previous interactions, ensuring customers are connected to the right person quickly.

And you can change these settings anytime – thanks to Axvoice’s powerful call management system which also tracks call metrics such as call duration, wait times, and call resolution rates. These insights help identify areas for improvement and optimize call centre performance.

A Final Word

Effective communication skills require intense training, performance reviews, and reliable infrastructure. All these combined result in more harmonious customer relationships that lead to better service, retention, increased profits, and organic growth.

About the Author

Sarah Jones is a US-based writer focusing on business startups and employee surveillance. With her expertise, she offers valuable insights and practical advice to empower entrepreneurs in building successful ventures. Through her work, she addresses the complexities of employee surveillance, ensuring a balanced and ethical approach in the workplace.