Remember the days when spam meant processed meat and phishing involved a rod? No, neither do we, but Granny Ina swears it’s true.
Today, of course, the biggest threat from unsolicited emails and phone calls is the potential to hoodwink folks out of their hard-earned cash.
Just recently more than 50 people were arrested in India for alleged involvement in computer security warning scams.
The arrests were made during raids on 26 call centres after Microsoft helped police trace the alleged culprits.
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The software giant had received more than 11,000 calls every month about fake security warnings and many people had lost big money to the fraudsters.
At the same time 11 people were arrested for allegedly running fake call centres.
While such events are rare, it’s important that genuine call and contact centres give customers an experience that never ever feels fake.
Here’s how to keep it real.
Take it slow!
While clock watching is a big part of managing time and efficiency, pressuring yourself also means pressuring the person on the other end of the line.
Focus on the customers’ needs by giving yourself the time to really listen to their concerns or questions.
This actually gets things done quicker. As Granny Ina likes to say: more speed, less haste.
Take it easy!
It’s fine to be professional but no-one wants to feel like they’re in the head teacher’s office. So loosen your collar and drop the formality down a notch or three.
It’s more difficult to get to the root of a service or product problem when your chat sounds like a Jacob Rees-Mogg after-dinner speech.
Take it seriously!
We don’t mean be sombre and humourless. It’s okay to be happy. But every call is different and, although the questions may sound similar, the person is not.
So treat every caller as an individual who has genuine concerns and this will improve your outcomes – for them, your company and yourself.
Take it
‘It’ being the reward you can earn from being the best. In many call and contact centres team members win bonuses for their achievements but should not be penalised for missing goals. Build positive vibes around your work and this could soon reap much more than job satisfaction.
Enjoy a genuinely rewarding career with the latest Call/Contact Centre vacancies on s1jobs.