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5 Simple tips from my experience in the field.

Thu, 11/06/2008 - 18:19 — shdwstar@ureach.com

5 tips to make your time on the phone more effective, and decrease your call time!

1

They must read the script verbatim. (Word for word.)
So do not interrupt them unless they are completely off track. They are taught to be in control of the coversation at all times. So let them do their job!

2

If possible read through the website's tutorial steps first.
For example, if you call up HP, visit http://support.hp.com ahead of time and have the trouble shooting steps in front of you , so you can tell the communicator them. They won't have to ask you all those questions because you will have already answered them.
In other words, get all of your information at hand so you don't have to dig for it while on the cell phone.
(lord knows minutes are expensive!)

3

Be polite!
Would you want to help someone that is calling you an idiot? How about if they're screaming at you? I don't think so!
So, even if you are pissed off beyond belief don't take it out on them! It's the company's fault, not the person you are talking to.

4

Tell them they are doing a good job!
Each call that someone says that, the communicator will receive a 50$ bonus check. Good incentive for them to want to help you huh! Plus that will make their day. Hook, line, sinker!!

5

When giving information to them, such as street address or model number of product. Annunciate with letters.
For example if the model number is RT405TN say " R as in Roger, T as in Thomas, Four, Zero, Five, T as in Thomas, N as in Nicholas."
By doing this it will make their data inputting much more accurate, so they won't have to ask you to repeat so many times.

Now by law they are required to make you confirm with 2 solid yes statements.