No matter the industry, every call center or contact center has one main priority: Communication. Good communication requires not only technical understanding and a positive mood but a firm grasp on clarity. Above all, you need to be able to communicate your messages clearly.
1. Use the Tools You Have to Their Full Potential
The clarity of your communication is dependent on using the tools you have at your disposal and using them to their full potential. How you communicate with a customer over a voice call, for example, might be different than how you communicate with them via instant messaging. Making the most of the tools at your fingertips requires both thorough training, and practice.
2. Learn to Listen
Both you and the person with whom you’re talking want to get to the bottom of the issue that’s being addressed. Communication is a game of give and take. Learning to listen to your clientele is just as important as learning to share information with them clearly.
3. Maintain a Calm, Professional Demeanor
Mirroring is a communication tactic in which you imitate the demeanor of your audience to build rapport. If your caller is angry, frustrated, or confused, however, you can also do the reverse: present them with the calm, pleasant, positive demeanor you want them to mirror. By maintaining your own calm demeanor, you can maintain positive control of the call and foster clarity.
4. Use Questions Wisely
Talking over an issue isn’t just work for your call center employees—it’s work for the customer as well. Train your employees to use closed-ended (yes and no) questions frequently to quickly get to the heart of the issue. Efficiency and clarity go hand in hand. Avoiding tangents will keep your calls more professional and your customers will appreciate it!
5. Confirm Information
The devil’s in the details! Misunderstanding what might seem to be a small detail can lead to greater frustrations down the road, and untangling the miscommunication can be much more challenging than simply confirming information to start with. Don’t be afraid to repeat a customer’s statement back to them or ask them to repeat what you’ve explained to keep communication flowing in the right direction—clarity!
6. Offer Affirmation
Many contact center calls are centered around customers bringing problems to your attention. This is a valuable contribution on the part of the customer, and it’s important—especially if the issue is a stressful or disappointing one for the customer—to offer affirming words. This communicates to the customer that you are listening to them, and value their role in improving the experience.
7. Choose the Right Content Center Platform
How you use the tools in your contact center is important. Which tools you decide to use is also important. Every organization and their clients have special needs and concerns that can be better addressed with the many different features and options available from different vendors. Consider the following when choosing a contact center software solution:
- The demographic of your target audience
- The types of information you need to convey
- The types of information your customers need to share with you
- The processes and topics you will be engaging with your customers about
- Industry and organization specific regulatory concerns
- Training considerations
- Other programs and applications that may require integration with your contact center software
- Scheduling needs
- IT support needs
TopAdvisor.com’s guide to contact center software is an ideal resource for accurately comparing the features, options, price, and much more. It’s easy to make comparisons with this unbiased, comprehensive guide, and that in turn can help ensure that your organization chooses the right solution. Having the right solution helps you build a firm foundation in terms of communication, facilitating better clarity between your team members and your clients.