How to Prevent Customers from Hanging Up?

 When it comes to call centers, you are going to be dealing with a variety of customers. Some of them are going to be kind and merciful and will actually patiently wait while you sort out their problems. On the other hand, some are going to be a tad bit more challenging; they might hang up unless you provide efficient services almost as soon as they state their demands. Therefore, you need handy tools such as the best call center software solutions. But you really cannot blame the customer always. Sometimes, the agents are to be blamed. Maybe they aren’t well trained enough, or maybe the agents are distracted and not paying due attention to the customer. Maybe they haven’t listened to the customer the first time round or have been unnecessarily rude to the customer.

Any of these situations could lead to your customer hanging up. As solution provider via a call-center, that really is the worst thing that could happen to you. It’s like a black mark on your record and you’re bound to hear about it from your supervisors. Especially if you are using the best suited contact center software solutions, and recording and monitoring each customer interaction. So technically, there’s no place to hide. You can’t mess it up and expect to get away with it. Here are five things you can do to prevent customers from hanging up:

•    Do not make your customers hold for long periods of time. If none of your agents are available, then politely inform your customers. Give them two options; they could either wait while your agents become available or they could wait for the agents to call them back. If your customers choose to hold, make sure you have a minimum holding time so that customers don’t hang up out of frustration. Using the best telemarketing software will make this easier. 

•    Remember to maintain a code of decorum while speaking to customers. This is the first thing agents are trained for. Apart from outbound call center software solutions, agents are trained how to handle all kinds of challenging customers without flying off the handle. If you are infuriated, you cannot show it. You have to be courteous and politely speak to the customer, irrespective of the client’s attitude towards you. 

•    Your customers expect you to know everything, and that’s a face you’ll have to keep up. If you seem incompetent or inexperienced, customers would hang up and opt for more confident and experienced agents. While talking to customers, you need to keep your cool and come off as brimming with confidence, which always wins over customers and reassures them. Therefore, your choice of the brand/company of customer contact center software solutions must be top-drawer.

•    If you sense that your customers are getting annoyed with you, then you’ll have to mold the customer interaction to your advantage. These are tricks you should keep in mind while offering cloud customer service solutions. Who doesn’t like free gifts or special offers? You could appease your customers by giving them special offers. So even if a customer is contemplating hanging up, he or she won’t do that. That way, you score brownie points with them and prevent an adverse situation.

•    Also, try to avoid recorded messages as far as possible. Most cloud contact center software has provisions for previously recorded messages. Now while that comes in handy when your agents are busy, make sure your agents have the option of actually speaking to your agents. No one wants to make an urgent call only to be greeted by a mechanical voice that claims to understand their problem! 

It doesn’t matter if you’re using the best call center software; your customers are still going to judge you based on their interactions with the agents. Training your agents to handle complicated situations without losing the customer is imperative if you want your call center to succeed.