While technical ability is important how you handle yourself on the phone is also important. This is something that is usually learned with experience but here are some tips to help you while on the phone.

1. To script or not to script

Scripts often frustrate callers and make them feel like they are just a number instead of a person. They sometimes feel like you will only give them the minimum help in the script rather than giving your best effort to solve the problem. In my opinion you should only script the begining and the end of the call. This provides consistancy and quality. This will also help the agent with the begining of the call. If they are new or nervous it will give them the same begining as everyone else and help start the call in a positive way.

2. Tone

The tone in your voice helps reasure the caller that you care about and are interested in their problem. If you are tired or hate your job the client will know and this will produce a negative result. Under tone I am going to include body language. You may think well that is silly how can we tell the caller’s body language. When I refer to body language I am refering to ours. If you are slouched in your chair it comes through in your tone of voice. Sit up strait and be prepared for each call.

3. The hold button

You will often need to put the client on hold while you research something or while doing a transfer. You should always ask the caller if it is OK to put the on hold and when you come back be  sure to say thank you for holding. You also need to aware of your center’s policy for holding calls. Some will say you need to go back to the call and thank them for holding every five minutes, some will be less, and some may not require it at all.