I was doing some coaching this week with a client and the issue of getting control of an inbound call came up. The problem is that sometimes customers asks a question that is really another question in disguise.
For example, a customer's opening line is
"How long does it take to ship your goods from your Sydney warehouse to our Brisbane office?"
We really need to ask ourselves the question, "Why are they asking this?". Almost always there's a question behind the question. Do they just have an academic interest in shipping times? Probably not! They have a real reason for asking. Maybe something has not arrived that they think should have arrived. Maybe they want push our processess by ordering something after our close off time.
It's OK to answer their question with a question or not answer the question straight away. Here are some examples of what you might say instead:-
"It depends."
"Have you placed an order with us?"
"Are you expecting a delivery?"
Sometimes their questions can be even more obscure such as
"What is the life expectancy of your product?"
I'm sure you can think of many hidden agendas behind this question. You could respond with, "Do you mind if I ask what's prompted you to call us today?" Is that too risky a question? Let me know what you think?
How have you handled the hidden questions?
Thursday, 6 December 2007
Thursday, 1 November 2007
Forget about Exceeding your Customers' Expectations
I heard a story of an airline in Europe as an example of how “good” it is to exceed customers’ expectations.
"There was a strike by one of the airlines and so the other airline was exceptionally busy. The airline that was still flying provided its callers with an introductory message along the lines of, “due to an industrial dispute by one of our competitors, we are experiencing an increase number of calls. We will be with you in 8 minutes”. At the 4 minute mark of waiting, an agent came on the line and took the call."
This was cited as an example of exceeding customer expectations and that this was a good thing! I suggest it's not good for the following reason.
To inform callers of the delay is quite good. It lets the caller know about a problem. The problem is in telling the caller that they will have to wait 8 minutes but getting to them in 4! Suppose the customer thought, “OK, I’ll just put the phone down and go and do this other thing I need to do. I’ve got 8 minutes”. They return to the phone after 6 minutes, just to make sure they’re back in time, and they hear, “beep, beep, beep”! Why? The agent comes onto the line after 4 minutes and is saying “hello, hello, hello”. After 1 minute the agent releases the call because who knows if and when the caller will return! That’s bad customer service! In that situation, the agent would need to wait for at least the 8 minute mark. The message here is:-
Forget about exceeding customers’ expectations!
Meet them everytime consistantly!
What do you think?
"There was a strike by one of the airlines and so the other airline was exceptionally busy. The airline that was still flying provided its callers with an introductory message along the lines of, “due to an industrial dispute by one of our competitors, we are experiencing an increase number of calls. We will be with you in 8 minutes”. At the 4 minute mark of waiting, an agent came on the line and took the call."
This was cited as an example of exceeding customer expectations and that this was a good thing! I suggest it's not good for the following reason.
To inform callers of the delay is quite good. It lets the caller know about a problem. The problem is in telling the caller that they will have to wait 8 minutes but getting to them in 4! Suppose the customer thought, “OK, I’ll just put the phone down and go and do this other thing I need to do. I’ve got 8 minutes”. They return to the phone after 6 minutes, just to make sure they’re back in time, and they hear, “beep, beep, beep”! Why? The agent comes onto the line after 4 minutes and is saying “hello, hello, hello”. After 1 minute the agent releases the call because who knows if and when the caller will return! That’s bad customer service! In that situation, the agent would need to wait for at least the 8 minute mark. The message here is:-
Forget about exceeding customers’ expectations!
Meet them everytime consistantly!
What do you think?
Monday, 1 October 2007
Asking permission to proceed on outbound calls
When making outbound calls, do you ask for permission to proceed or do you think this just gives the potential customer the opportunity to hangup?
After you've introduced yourself and why you've called, whether it's a sales call or a customer service call, I always recommend asking the customer a, "is this a good time" or "do you have a moment" type question. Some suggest that, particularly in a sales call, this just gives the customer an excuse not to speak with you! I would say that if the customer doesn't want to speak with you they wont anyway!!!!
I think it's important to recognise that the customer might not just be sitting there waiting for our call. They may be working on important matters; even more important than speaking to us!
The following diagram may help.
Imagine your customer is working away in their office and of all the things they could be doing, their current task is at a priority 6.
The ringing telephone would be a priority 7. This is because most people will stop what they are doing to answer a ringing telephone. If they do not wish to be disturbed, they will normally forward the phone to voice mail. When we call them, we are asking them to treat our call at least as a priority 8. If another call comes in while we’re on the phone, we hope they will let it go to voice mail and continue to talk with us. We are certainly expecting that they will stop doing their priority 6 activity.
It is therefore simply a matter of common courtesy to ask permission before proceeding. In order for the customer to give us their permission to proceed we need to give them the reason for the call first. After identifying who we are and where we're from, the key phrase we might use could be, "I'm calling about ..., do you have a few minutes?"
Over to you and your thoughts. Do you agree or disagree?
After you've introduced yourself and why you've called, whether it's a sales call or a customer service call, I always recommend asking the customer a, "is this a good time" or "do you have a moment" type question. Some suggest that, particularly in a sales call, this just gives the customer an excuse not to speak with you! I would say that if the customer doesn't want to speak with you they wont anyway!!!!
I think it's important to recognise that the customer might not just be sitting there waiting for our call. They may be working on important matters; even more important than speaking to us!
The following diagram may help.
Imagine your customer is working away in their office and of all the things they could be doing, their current task is at a priority 6.
The ringing telephone would be a priority 7. This is because most people will stop what they are doing to answer a ringing telephone. If they do not wish to be disturbed, they will normally forward the phone to voice mail. When we call them, we are asking them to treat our call at least as a priority 8. If another call comes in while we’re on the phone, we hope they will let it go to voice mail and continue to talk with us. We are certainly expecting that they will stop doing their priority 6 activity.
It is therefore simply a matter of common courtesy to ask permission before proceeding. In order for the customer to give us their permission to proceed we need to give them the reason for the call first. After identifying who we are and where we're from, the key phrase we might use could be, "I'm calling about ..., do you have a few minutes?"
Over to you and your thoughts. Do you agree or disagree?
Tuesday, 4 September 2007
The telephone equivalent of a "Handshake"
In my June Newsletter, I raised the issue of why we say, "How are you?" to customers at the beginning of a call!! This is what I said in the newseletter.
I doubt if this is a genuine inquiry with regards to health. Over the years I've tried to determine what this is all about. I've come to the conclusion that it is the telephone equivalent of a handshake.
Have you ever wondered why we shake hands or why we use our right hands to shake hands? Perhaps it’s because in ancient times when two people met you didn’t know if they were a friend or an enemy. You approached the other person with caution – right hand extended. Would they grab their sword and run you through? If we both grab each other by the right hand then neither of us can go for our swords. The need for caution has passed but we have kept up the tradition of shaking hands.
Just as handshakes can be weak or firm, so can our response to be "how are you". A weak response might be the throwaway line, "I'm okay" whereas a firm response might be “I’m really well today”. You can use this moment to lift the emotionality of the call.
I know that some of you are working with this so I though it would be good to make it the subject of this month's blog. Have you listened and responded to the "how are you?"? Has it made a difference to the emotionality of the call?
Any comments??
I doubt if this is a genuine inquiry with regards to health. Over the years I've tried to determine what this is all about. I've come to the conclusion that it is the telephone equivalent of a handshake.
Have you ever wondered why we shake hands or why we use our right hands to shake hands? Perhaps it’s because in ancient times when two people met you didn’t know if they were a friend or an enemy. You approached the other person with caution – right hand extended. Would they grab their sword and run you through? If we both grab each other by the right hand then neither of us can go for our swords. The need for caution has passed but we have kept up the tradition of shaking hands.
Just as handshakes can be weak or firm, so can our response to be "how are you". A weak response might be the throwaway line, "I'm okay" whereas a firm response might be “I’m really well today”. You can use this moment to lift the emotionality of the call.
I know that some of you are working with this so I though it would be good to make it the subject of this month's blog. Have you listened and responded to the "how are you?"? Has it made a difference to the emotionality of the call?
Any comments??
Sunday, 26 August 2007
Using words words like only?
In my monthly newsletter 
this month. (Click on the logo to view the newsletter), I mention the use of words like "only" when talking with customers.
this month. (Click on the logo to view the newsletter), I mention the use of words like "only" when talking with customers. I invite your comments here as to how you might use this or similar words with your customers.
Saturday, 14 July 2007
Where will we be in 10 years time?
Recently I was asked to write an article addressing the question of what will the contact centre industry be like in the next 10 years? In one sense I could have made up anything because in 10 years time no-one will remember what I said!!!
Nonetheless, below is what I predict. Do you agree? Do you see other changes in store for us?
What will our industry look like in 10 years time? It will be interesting to pull this article out in 2017 and see how close to the mark it is. In predicting the future, it maybe useful to look back and think about other predictions and how successful they were. One of the classics was that television would see the death of radio. We have more radio stations than we've ever had! Another was that television would see the death of the cinema. Multiscreen cinemas are being installed in suburbs on a reasonably regular basis. I think it was Mark Twain who said, “I am somewhat reluctant to make predictions, especially about the future”. Nevertheless, here I go...
Is the following prediction true: “Technology will replace the customer service agent”? In the light of my initial examples, I am suspicious about such statements but I have better reasons than that!!
Certainly, there is, and always will be, a place for technology. Technology is a marvellous enabler. I think we'll see, over the next 10 years an increase in the use of technology and an increase in what technology will enable us to do . We have plenty of evidence to support this view. I can't remember the last time I rang an airline to book a flight. It is easier and more convenient for me to do that over the net. I expect we will see a greater move towards self-service by our customers, especially as our customers become even more technically savvy. However, I do not believe that in the foreseeable future, we will see technology replace the customer service agent in anything other than routine matters. The reason for this is quite simple. When a transaction is routine, such as booking a flight from Sydney to Melbourne, it is a transaction that only engages the mind. There is no emotion involved. However, in more difficult transactions, when the customer is not sure exactly what they want or if there are problems, emotion plays a major component. I do not see on the horizon any suggestion that we can simulate, with technology, a virtual agent with emotion any time soon. Will we be able to create a virtual agent that is able to handle emotionality? Not at the next 10 years in my view. Some research is being conducted in this area but we are a long way from Stanley Kubrick's HAL in 2001.
We have all experienced the implementation of speech recognition. The initial implementations were disastrous. The cynicism of the public is still so great that there is still a reluctance to embrace speech recognition. Organisations, of course, implement it because of the cost benefit. Obviously, as the technology improves, there will be a greater acceptance of the market of this kind of technology. Nonetheless, I suspect, the customer service agent's job is safe for a long time yet, because people will still want to deal with people when emotion is involved.
Over to you ...
Nonetheless, below is what I predict. Do you agree? Do you see other changes in store for us?
What will our industry look like in 10 years time? It will be interesting to pull this article out in 2017 and see how close to the mark it is. In predicting the future, it maybe useful to look back and think about other predictions and how successful they were. One of the classics was that television would see the death of radio. We have more radio stations than we've ever had! Another was that television would see the death of the cinema. Multiscreen cinemas are being installed in suburbs on a reasonably regular basis. I think it was Mark Twain who said, “I am somewhat reluctant to make predictions, especially about the future”. Nevertheless, here I go...
Is the following prediction true: “Technology will replace the customer service agent”? In the light of my initial examples, I am suspicious about such statements but I have better reasons than that!!
Certainly, there is, and always will be, a place for technology. Technology is a marvellous enabler. I think we'll see, over the next 10 years an increase in the use of technology and an increase in what technology will enable us to do . We have plenty of evidence to support this view. I can't remember the last time I rang an airline to book a flight. It is easier and more convenient for me to do that over the net. I expect we will see a greater move towards self-service by our customers, especially as our customers become even more technically savvy. However, I do not believe that in the foreseeable future, we will see technology replace the customer service agent in anything other than routine matters. The reason for this is quite simple. When a transaction is routine, such as booking a flight from Sydney to Melbourne, it is a transaction that only engages the mind. There is no emotion involved. However, in more difficult transactions, when the customer is not sure exactly what they want or if there are problems, emotion plays a major component. I do not see on the horizon any suggestion that we can simulate, with technology, a virtual agent with emotion any time soon. Will we be able to create a virtual agent that is able to handle emotionality? Not at the next 10 years in my view. Some research is being conducted in this area but we are a long way from Stanley Kubrick's HAL in 2001.
We have all experienced the implementation of speech recognition. The initial implementations were disastrous. The cynicism of the public is still so great that there is still a reluctance to embrace speech recognition. Organisations, of course, implement it because of the cost benefit. Obviously, as the technology improves, there will be a greater acceptance of the market of this kind of technology. Nonetheless, I suspect, the customer service agent's job is safe for a long time yet, because people will still want to deal with people when emotion is involved.
Over to you ...
Sunday, 3 June 2007
Over 1,000,000 Australians have now registered on the Do Not Call Register!
Even before the official start date, (May 31), ACMA has realised there are problems with the roll out of the DNC. Did you know that the restriction of Research calls on Sundays has been lifted?
This month's blog goes back to the DNC issue and asks the following questions:
This month's blog goes back to the DNC issue and asks the following questions:
- Have you personally placed your number on the DNC and noticed any differences?
- How's the implementation going for you if you're a Telemarketing organisation?
- What changes in the DNC would you recommend?
I await your contributions....
Tuesday, 1 May 2007
Q: Why do we measure what we measure in contact centres?
A: Because we can!!
Contact centres seem to have more quantative KPI's than any other department in our organisations. We measure talk time, service levels, average speed of answer, abandonment rate... the list goes on. One of the reasons we measure these, I suspect, is because the information is readily available from the telephone equipment.
What about measuring customer satisfaction, 1st call resolutions, customer retention, revenue etc? These are much harder to measure but deliver real value to the business.
In this month's blog, I invite you to tell us what you measure in your contact centres and most impartantly, why do you measure them?
Contact centres seem to have more quantative KPI's than any other department in our organisations. We measure talk time, service levels, average speed of answer, abandonment rate... the list goes on. One of the reasons we measure these, I suspect, is because the information is readily available from the telephone equipment.
What about measuring customer satisfaction, 1st call resolutions, customer retention, revenue etc? These are much harder to measure but deliver real value to the business.
In this month's blog, I invite you to tell us what you measure in your contact centres and most impartantly, why do you measure them?
Sunday, 8 April 2007
National Do Not Call Register
Comment added May 3: The userwebsite is www.donotcall.gov.au
Click on the following link and you can download the Australian Government's National Do Not Call Register Act 2006 that comes into effect on May 31. The explanatory statement of the legislation might be easier as it provides an overview. At least it's only 12 pages!
Unfortunately there has been little industry consultation (again) and there is much confusion out there. This blog is to assist in the implementation and compliance of the legislation.
In addition to the DNC, all outbound calls will need to comply with the Telemarketing Standards. Can I suggest you download and read this document. It is only 9 pages and is very clear. You may also wish to read the Guide for Telemarketers.
Below is a very simple overview of our obligations under the act. I invite questions for which I will try to get some answers.
Click on the following link and you can download the Australian Government's National Do Not Call Register Act 2006 that comes into effect on May 31. The explanatory statement of the legislation might be easier as it provides an overview. At least it's only 12 pages!
Unfortunately there has been little industry consultation (again) and there is much confusion out there. This blog is to assist in the implementation and compliance of the legislation.
In addition to the DNC, all outbound calls will need to comply with the Telemarketing Standards. Can I suggest you download and read this document. It is only 9 pages and is very clear. You may also wish to read the Guide for Telemarketers.
Below is a very simple overview of our obligations under the act. I invite questions for which I will try to get some answers.
- Any private subscriber can register for free from May 3, (originally we understood it to be May 17).
- Before you ring a number you must "wash" the number against the DNC. This is done by registering with Service Stream Solutions Pty Ltd. More information about how to do this will be published shortly. You will need to pay for this service.
- You must not be more than 30 days behind.
Have a scout around the ACMA website and associated links, post your questions and we'll try to get some answers. You can also register with ACMA to receive updates by subscribing to this email address donotcalltaskforce@acma.gov.au.
Telecommuting - does it, will it work?
This was orginally posted March 8, 2007
Telecommuting is the idea of working from home.
Is this the future for contact centre agents? We have the technology. A google search has over 3 million hits.
It has some advantages. It's a safer working environment especially for night shifters but what about the social aspects of work. Interaction in the workplace according to Herzberg is necessary.
What do you think? Would you want to work from home doing contact centre work? Would you be happy to have remote team members if you are a team leader.
Click below to add your comments
Telecommuting is the idea of working from home.Is this the future for contact centre agents? We have the technology. A google search has over 3 million hits.
It has some advantages. It's a safer working environment especially for night shifters but what about the social aspects of work. Interaction in the workplace according to Herzberg is necessary.
What do you think? Would you want to work from home doing contact centre work? Would you be happy to have remote team members if you are a team leader.
Click below to add your comments
What are some positive rather than negative phrases we can use?
This was orginally posted February 4, 2007
Suppose a customer calls you because an order they placed has not yet arrived. They want to find out when delivery can be expected. What do you say? I often hear agents say, "I’ll have to ring the warehouse." There are very few "have to’s" in life. I wonder if, psychologically, when we get a call like that we think, “Gee I wish I didn't have to do that!”. It makes our thinking negative which can actually 'be heard' in the way we say it. When I ask people to turn this negative statement into a positive one, more often than not they turn it into a neutral one such as, "I will ring the warehouse for you."
An alternative way, which would be more positive, might be to say, "I'd like to ring the warehouse for you."
The phrase “I’d like to” rather than “I’ll have to” actually creates a whole different way of thinking. You can extend this even further by varying your voice qualities. For example, if you speak more softly and a little slower and say, “What I'd like to do for you is…” it can sound as though you're doing something very special just for that customer.
What positive phrases have you used and, more importantly, how do you say them? Click on the link below and make your contribution.
Suppose a customer calls you because an order they placed has not yet arrived. They want to find out when delivery can be expected. What do you say? I often hear agents say, "I’ll have to ring the warehouse." There are very few "have to’s" in life. I wonder if, psychologically, when we get a call like that we think, “Gee I wish I didn't have to do that!”. It makes our thinking negative which can actually 'be heard' in the way we say it. When I ask people to turn this negative statement into a positive one, more often than not they turn it into a neutral one such as, "I will ring the warehouse for you."
An alternative way, which would be more positive, might be to say, "I'd like to ring the warehouse for you."
The phrase “I’d like to” rather than “I’ll have to” actually creates a whole different way of thinking. You can extend this even further by varying your voice qualities. For example, if you speak more softly and a little slower and say, “What I'd like to do for you is…” it can sound as though you're doing something very special just for that customer.
What positive phrases have you used and, more importantly, how do you say them? Click on the link below and make your contribution.
When things are quiet ....
This was orginally posted December 3, 2006
Well, it's holiday time for some but maybe you're still at work. How do you spend your quieter times?
Many years ago when I worked in a call centre, (we didn't know we were in a call centre because the term hadn't been invented yet!), we had some quiet times occasionally. I found a manual for the computer system and, as I flicked through it, found all sorts of short cuts on how to do "stuff" which I could pass onto others. The call centre was with an airline. I even found out how I could cancel or reschedule a flight!!! - not that I ever did that! Security was different 30 years ago!
These days many people have access to the internet. What sites have you discovered to help you in your role? In my monthly newsletter, (click here to access), I have suggested some websites to look at.
This month's blog suggests that you might like to add to the list or give your opinion of websites that are particularly helpful and why. Or perhaps somethings that you can do in the quieter times that you just don't get the time to do at other times of the year.
Over to you. Click below and make your contribution.
Well, it's holiday time for some but maybe you're still at work. How do you spend your quieter times?
Many years ago when I worked in a call centre, (we didn't know we were in a call centre because the term hadn't been invented yet!), we had some quiet times occasionally. I found a manual for the computer system and, as I flicked through it, found all sorts of short cuts on how to do "stuff" which I could pass onto others. The call centre was with an airline. I even found out how I could cancel or reschedule a flight!!! - not that I ever did that! Security was different 30 years ago!
These days many people have access to the internet. What sites have you discovered to help you in your role? In my monthly newsletter, (click here to access), I have suggested some websites to look at.
This month's blog suggests that you might like to add to the list or give your opinion of websites that are particularly helpful and why. Or perhaps somethings that you can do in the quieter times that you just don't get the time to do at other times of the year.
Over to you. Click below and make your contribution.
Those phone calls at dinner time!
This was orginally posted November 1, 2006
I don't know what it's like at your place but I'm getting more and more telemarketing calls. That's OK. They have a job to do. What irritates me is that they seem to have a prepared script which they deliver no matter what else happens in the call.
They never ask me if I have time to talk. Is that because they think I'll say "no" and they won't get to deliver their spiel, or do they think I will simply stop doing whatever is important to me and talk to them?
Would you just barge into someone's office and start talking without knocking? I doubt you would do that even to someone you know let alone a complete stranger!!
Here's this month's question. Why do some telemarketers not ask for permission to proceed? Would their conversion rates go up or down? Would they spend less time on unqualified prospects and therefore increase their conversion rate?
Love to hear your thoughts.
I don't know what it's like at your place but I'm getting more and more telemarketing calls. That's OK. They have a job to do. What irritates me is that they seem to have a prepared script which they deliver no matter what else happens in the call.
They never ask me if I have time to talk. Is that because they think I'll say "no" and they won't get to deliver their spiel, or do they think I will simply stop doing whatever is important to me and talk to them?
Would you just barge into someone's office and start talking without knocking? I doubt you would do that even to someone you know let alone a complete stranger!!
Here's this month's question. Why do some telemarketers not ask for permission to proceed? Would their conversion rates go up or down? Would they spend less time on unqualified prospects and therefore increase their conversion rate?
Love to hear your thoughts.
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