In the digital age, personal interactions over the phone have become increasingly important for businesses to build lasting relationships with customers. Engaging someone on the phone requires a unique set of skills and strategies to ensure effective communication and positive outcomes.
Best Practices | Pitfalls to Avoid |
---|---|
Personalize the conversation by using the caller's name | Rushing the conversation or interrupting the caller |
Maintain a positive and upbeat tone | Using technical jargon or being condescending |
Offer value and solutions | Focusing solely on sales or promotions |
Seek feedback to gauge understanding | Failing to document the conversation or follow up |
Industry Benchmarks | Productivity Tips |
---|---|
Average call handling time: 3-5 minutes | Use call scripts and templates to save time |
Resolution rate: 80% or higher | Empower agents to make decisions on behalf of the customer |
Customer satisfaction: 90% or higher | Provide regular feedback and recognition to agents |
First-call resolution rate: 60% or higher | Train agents on product knowledge and troubleshooting skills |
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