Customer Service Over The Phone Is A Whole Other Animal

When you’re speaking with customers over the phone, you don’t have the benefit of facial expressions, hand gestures and body language to communicate your points. These non-verbal forms of communication are often heralded as the most potent ways to get a point across.

So what can you do to ensure that you are communicating effectively when the person you’re speaking to can’t see you?

Put yourself in your caller’s shoes.

The first thing you can do is pretend you’re the other person. How would you like to be spoken to? Consider the tone of voice you’re using so that nothing you’re saying comes off as offensive. Be mindful of the words you’re using so that nothing is taken out of context. Don’t forget that you’re a customer too. Your first rule of thumb should be to provide the type of customer service that you would want to receive yourself.

“If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you,” says Nancy Friedman on TelephoneDoctor.com, “What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”

Laugh it up!

Keeping in mind that body language won’t help you when you’re on the phone, it’s important that the sound of your voice is constantly pleasant. You know what helps with that? Smiling. You may even want to take it one step further and laugh a little bit. Cracking an appropriate joke or two will not only help you to enjoy your work day more, but it will improve the overall customer experience.

“Laughter will lighten the load,” insists Friedman, “Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers.”

Be empathetic.

Remember that you can’t frown or show your concern by the look on your face during a phone conversation. As important as it is to keep things light-hearted, not every call is going to be a jovial one. When a caller indicates that he/she has had an unpleasant experience, it’s incredibly important not to pass over the revelation as if it were some insignificant detail. Expressing empathy is a hugely important part of providing excellent customer service over the phone.

“Empathy is the ability to understand or feel what another person is experiencing,” explains Pascal on Userlike.com, “Showing empathy in customer service is essential, because it shows the customer that you care. Jumping straight to the fixing part can make you appear unsympathetic.” Empathy, he later adds, “creates an emotional connection and trust, and shows the intrinsic willingness to offer support.”

At SIClytics, we are big proponents for excellent customer service over the phone. We offer unique services that allow for business owners and call centre managers alike to both monitor and track the progress of their phone agents. For more information about our Telemarketing Reporting and/or Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Recalling The Keys To A Telemarketer’s Success

Telemarketing is an industry that requires the most committed of individuals. This is especially true for those who work for businesses that employ cold calling techniques to generate leads. Such telemarketers need to have strong customer service skills. In fact, that’s an understatement. Cold callers need to have the best customer service skills in the business!

As we’ve pointed out in a blog or two in the past, telemarketers face a lot of rejection on a daily basis. Hearing “no” is something that they can’t be dissuaded by. A strong telemarketer is aware that he/she will have to overcome objections the majority of the time. The best know, however, that to overcome objections, a focus must be placed on the customer relationship – more so than the product or service that is being sold.

Focus on customer needs instead of hard selling.

“Customers don’t buy products or services,” informs Susan A. Friedmann on TheBalance.com, “They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.”

This is why it’s important for sales reps who work on the phone to focus on the specific needs and wants of their potential customers and not the products and services themselves. In other words, pitch what you’re offering by placing emphasis on the benefits your customers will receive. It will make each call sound less like a sales pitch. Providing solutions to problems, as Friedmann mentions, is a key to both higher sales and greater customer satisfaction.

It’s all about listening.

How do you get to truly know your customers? Ask questions. But be sure to allow them time to actually answer. Listen to what they have to say and make note of important details. When you personalize your products and services in ways that make them appear to be made specifically for the customer you’re speaking to, you’ll be well on your way to increased success.

“Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying,” advises Friedmann, “Beware of making assumptions – thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?”

Don’t forget to smile.

Yes, even when you’re on the phone, a smile can have a huge impact on a conversation. When you’re smiling, your tone of voice automatically becomes more pleasant. Believe it or not, smiles can be “heard”!

“If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy,” reports SkillsYouNeed.com, “Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.”

Looking for ways to ensure you’re employing top telemarketers?

Contact SIClytics for more information about our Telemarketing Reporting services which allow you to report your telemarketers’ progress and track their results. Please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Simple Steps To Ensure Your Telemarketing Skills Are A Cut Above

A telemarketer’s job is never easy. This is a sentiment we’ve shared on the SIClytics Blog on many an occasion. Working the phones is a responsibility only the most determined and patient individuals can adequately manage. Especially for cold callers, overcoming objections is a major part of the job. Still having the confidence to get a “yes” when most of your callers respond with “no” is quite the skill.

However, it can also present quite the annoyance. It’s understandable for phone agents to get frustrated when they are constantly being turned down. Being a telemarketer who is expected to hit sales numbers requires a lot of faith in one’s self. It also requires some excellent customer service skills. After all, it’s important to not sound angry or frustrated on the calls that follow objections that couldn’t be overcome.

So what simple steps can you take to ensure that your telemarketing skills are a cut above? Here are three:

1. Smile before you dial.

An excellent telemarketing practice is to keep a mirror in front of you while you’re speaking to your clients and leads. What do you look like when you’re on the phone? Although you can’t be seen by the parties you’re talking to, they can still “hear” you smile. Smiling makes a big difference in your tone and inflections. You can’t help but sound more pleasant when you’re smiling. It will go a long way in helping you to build rapport.

“It almost seems like a cliché, but it really is true that your voice sounds different when you are smiling, and your customers can hear it,” says Baker Communications Founder and CEO, James A. Baker, “The physical act of smiling releases endorphins that improve your mood, so you will be able to approach your job with a better attitude, and respond more positively and sympathetically. Both you and your customers will benefit!”

2. Be a name dropper.

Friends who know public figures and won’t stop talking about them are annoying. This isn’t the kind of name dropping we’re referring to! Be sure to refer to your clients by name when you’re speaking with them on the phone. They’ll appreciate it. It will give your conversations much friendlier tones.

“As soon as you receive a customer’s name, use it,” advises Laura McConney on SkillsYouNeed.com, “Write down the individual’s initials in order to ‘monogram’ the call. This will help you remember the client’s name and will personalize the call for you.”

3. Go easy on the ears.

Some telemarketers get a little too caught up in the knowledge they have of the products and services they sell that they can’t adequately describe them. How so? Too much industry jargon serves to confuse the average listener. You may be an expert in your field, but your leads are not. Take the time to explain the benefits of your offers in a way that are easily understandable. Baker refers to this concept as using the “5 C’s” of good communication.

“It should be clear, complete, concise, concrete, and correct,” he explains, “Make sure that the customer understands your explanation or solution by stating it clearly, describing it briefly but completely, in terms that are specific – and, importantly, that you have all of your facts straight. Providing bad information, or information that the customer doesn’t understand, is both unhelpful and unlikely to leave a good impression.”

For information about SIClytics’ Telemarketing Reporting services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

5 Integral Techniques Top Phone Agents Use To Make Customers Happy


Conducting business over the phone requires special skills. Individuals who know how to manipulate their tones of voice while providing accurate information make up the most skilful of phone agents. Of course, there are many other tricks to the trade that a talented phone agent must have. But there are some integral techniques that every single person who works on the phone must use if they wish to make their customers happy.

Here are five:

1. Paying attention to detail.

This truly is a skill. It’s requires a lot more than simply listening. It involves a keen sense for what your customers need and want. Someone who has experience on the phone often gets a good understanding for how to interact with customers based on his/her previous interactions with like-minded clients. Picking up on certain patterns and habits enable the best phone reps to anticipate requests and appropriately manage concerns.

2. Displaying empathy.

The best phone reps never forget that they are dealing with other human beings on the phone – not numbers, not dollar signs, not opportunities-for-bonuses – human beings. As a result, they engage in meaningful conversations that add to the overall customer experience. They also express concern and sympathy if their clients are going through tough times. This relationship-building skill goes a long way in keeping customers happy.

3. Owning up to mistakes.

Talented phone agents make clear that they too are human. And, as we all know, humans make mistakes. Owning up to them makes all the difference in the world in the making-customers-happy game. Making excuses and avoiding responsibility is a great way to turn customers off. The best phone reps know exactly how to apologize and make up for errors. That way, they both maintain and grow their lists of happy clients.

4. Going above and beyond the call of duty.

Customers appreciate receiving those “little something extras”. Sometimes, the smallest gestures and have the biggest impacts. Going the extra mile for a customer can be as simple as wishing “good luck” when knowing a client has an important event up ahead. It can also take the form of a money-saving gesture such as the offering of free shipping or a freebie in a forthcoming delivery.

5. Under-promising.

Smart phone reps know never to dig themselves into holes by offering things they can’t guarantee. Take, for example, the date by which a shipment is supposed to arrive. Talented agents, who know that the product will be there by Friday, tell their customers that it will arrive “by early next week”. When the product comes “early”, the customer is pleasantly surprised and generally happy to have entrusted the business that sent it.

At SIClytics, we know how important it is for call centre managers, all across Canada, to employ the strongest of phone agents at their companies. As a result, we offer innovative services that enable them to monitor performance and track the results of their reps. Those services include Live Call Monitoring and Telemarketing Reporting. For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Why Is It So Important To Follow Up With Your Customers?


The follow up call – it’s the ultimate signifier that you don’t take your customers for granted. It’s important to remember that even when you believe you have provided the ultimate customer experience to someone, it doesn’t end with the completion of the transaction. Following up with that person shows that you care, not just about making sales, but about continuing a relationship. It’s an important business practice that all businesses should implement.

What is an immediate benefit to making follow up calls?

Well, firstly they build trust between you and your clients. Following up to make sure that everything is going well with your customers communicates that you care about people’s long-term satisfaction. A follow up call, it should be noted, shouldn’t necessarily be about selling another product or service. It’s a check-in to see that the already-sold product or service is providing the happiness you intended.

“When engaged in the initial selling process, your sales people should enthusiastically support your customer and let him know the purchase was in his best interests,” says Linda Ray on Chron.com, “If that was true, then the enthusiasm shouldn’t wane. Instead, your salespeople should continue to support his decision and strengthen his resolve that he made the right decision. When you don’t have anything further to gain after you’ve made the sale, the customer trusts that you were telling the truth when you encouraged the purchase.”

How will making follow up calls increase the size of your customer base?

Engaging with your customers through follow up calls will inspire them to become and remain loyal supporters of your brand. It is also very likely to lead to referrals. It’s pretty hard to argue that referrals are among the best possible ways to attract new customers. A recommendation from a happy customer is more impactful than any television commercial. And follow up calls often make for happy customers.

According to U.K.-based Kinetic Business Marketing, “the better your after sale services are the more likely it is that your clients will recommend you to their associates. This is crucial for building a good reputation among your clients and helps you stand out from your competitors. No one wants to but from people that ‘Sell and Run’ so take the time to follow-up with existing clients and they might start pointing people in your direction.”

How do follow up calls help to boost sales?

People like feeling appreciated and valued by the companies they do business with. When you keep in touch with customers to make sure that they’re happy, they will be a lot more likely to like you. And simply put, consumers make purchases from businesses that they like. Ray affirms this as a major advantage gained by businesses that make follow up calls.

“Customers are far more likely to purchase from someone they trust who acknowledges their patronage and provides excellent customer service,” she writes, “Once your salespeople build a trusting relationship, they should ask for referrals…Set a schedule for your salespeople to contact former clients on a regular basis to keep your business’s name in front of them and build on that goodwill they started with the initial follow-up call.”

It should be noted that one of the most important follow up calls you can make are ones that are returns of messages. When you miss calls, it’s vitally important to make call backs in order to assure your customers that they are not being neglected or overlooked. At SIClytics, our services include Missed Call Notifications that help business owners to never miss out on opportunities to follow up on missed calls.

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 New Year’s Resolutions To Make For Your Call Centre

Business people with headsets using computers in office
With a new year almost here, most business owners are considering ways in which they can improve their companies. Yes, it’s New Year’s Resolutions time! No matter the industry you’re in, you’re bound to want to increase profits and drive up customer satisfaction. Of course, that includes call centre businesses who know – arguably more than anyone else – what it means to focus on driving both sales and customer satisfaction.

Here are three New Year’s Resolutions to make for your call centre:

1. I’m going to publicly acknowledge my staff members more often. Please, don’t ever underestimate the power of employee morale. Injecting energy and enthusiasm into your phone agents should be something you do on a daily basis. Perhaps, you missed out on doing that in 2016. When the calendar flips over, it will be time to – likewise – turn over a new leaf.

Acknowledge the great work done by your staff at your meetings and reward those who perform at high levels. This will encourage other members of your staff to follow suit and work harder in order to achieve the same accolades. In many cases, it will be wise to offer bonuses and incentives to your top performers. But, most often, a pat on the back and a genuine show of appreciation will go a long way in keeping your phone agents motivated to perform at their best.

2. I will offer feedback more regularly to my phone agents. The SIClytics Blog has very often championed the need for call centre managers to provide helpful feedback to their staff members. Remember that “helpful” feedback can be either positive or negative. Constructive criticism, advice and helpful tips will always be necessary in the call centre environment. Phone agents often need assistance in order to continually get better at their jobs.

What call centre managers know better than most team leaders in other business types is that monotony can really wear on people. Sales agents who constantly hear objections need reminders that things will eventually pan out. By learning new ways to overcome objections more effectively, answer questions more concisely and handle customer complaints more calmly, your team members will be become more confident and therefore more productive.

3. I will supply my team with the best tools to do their jobs effectively. In many cases, a phone agent can only perform as well as the technology that he/she uses allows him/her. Are you still using age old telephone equipment and having your staff members manually dial their leads? Are you still recording your calls and listening to them after your phone agents have ended them? Perhaps, it’s time to invest in new phone equipment and phone services.

“The customer service agent is the essential starting point of a chain reaction that will determine how effectively the company will compete, grow or retain revenues, build customer loyalty, and keep existing customers in order to survive,” says Guy Tweedale on CallCentreHelper.com, “It is important that these agents are given the tools necessary to enable them to deal with your customers.”

At SIClytics, we’re happy to help you realize each of these New Year’s Resolutions. We offer a fantastic Live Call Monitoring service that allows you to listen in to live calls and whisper feedback to your phone agents while they are on them. As well, we offer Lead DaFeeder which enables you to create, assign and distribute lead campaigns to your team using a web-based system that also allows for one-click dialing.

For more information about these and any other service that we offer, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com. Happy holidays!

How Can You Make Life Easier At Your Call Centre?

Attractive young woman in suit sitting at call center office and working.
There’s no question that this is the busiest time of year for most businesses across Canada. As a result, it’s quite likely that the call volumes at your call centre have picked up. Needless to say, this can be stressful for your phone agents. Whether they are performing outbound calls or receiving inbound calls, it’s quite likely they are busier than ever. As a call centre manager, it’s your job to help your team to not lose its energy or slack on its dedication to excellent customer service.

What can you do to make life at your call centre easier? Start off with stepping up your feedback sessions. Always keep in mind that feedback is necessary for call centre agents. And we definitely mean both the good and bad kind. There really is no bad kind of feedback though. Constructive criticism and words of advice are important so that your agents can learn from their mistakes to become stronger at their jobs. However, you always want to offer words of appreciation for jobs well done.

Both types of feedback are needed to keep confidence levels high and performances at their best. The holidays are exciting times, but they can be stressful as well. With high call volumes, members of your staff can feel overwhelmed. When they get inundated with what feels like too many calls, it can impact their days in negative ways. People need breaks. Take your team members off of the phones for just a few minutes each day to provide them with some extra motivation.

How important are team meetings in the morning? During this time of year, those morning meetings are more important than ever. It’s wise to keep the moods of your staff members as positive as possible. The holiday spirit is something you need to inject in each member so that they are encouraged to do the same when they’re on the phone. The key to securing customer satisfaction is having the same type of high quality customer service every time your customers call.

It shouldn’t matter who your customers speak to, the type of customer service being received should be at the same high level. Morning meetings help to get everyone on the same page. Encourage your agents to share their concerns, ask questions and even offer up their own tips and advice. The more you encourage teamwork and team building in the morning, the easier everyone’s days should be.

How important is it to utilize modern calling technology? It should come as no surprise to you that, at SIClytics, we believe that the software you use to make your phone calls is of paramount importance to the success of your call centre. We offer a fantastic service known as Lead DaFeeder. It’s an easy-to-use web-based telemarketing software that allows even the most inexperienced computer users to manage campaign dialing and dispositions.

Lead DaFeeder rethinks how web-based technology can help small and medium-sized businesses manage their telemarketing, customer acquisition and political survey strategies. It delivers a feature-rich set of processes that enhances effectiveness, drives sales, improves customer satisfaction and provides insight into performance.

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

The Importance Of Focusing On Customer Satisfaction

Confident smiling businessman having a phone call on his smart phone
It should sound like a “no brainer” to even suggest that focusing on customer satisfaction is the most important aspect of any business. But not all business owners think alike. There are those that believe that sales are king. As long as product is being shipped out the door, then all is well. However, great products alone don’t always necessarily lead to customer satisfaction. Consumers require an enjoyment of their interactions with the companies they support.

This is especially true during the busy holiday shopping season when customers are regularly making calls to businesses to inquire about the various products they wish to buy as holiday gifts. Questions about delivery dates, return policies and number of items in stock are abound. If you run a business where over-the-phone customer service is performed, it’s of vital importance that customer satisfaction be your focus.

How does a focus on customer satisfaction promote loyalty? Well, let’s consider the fact that the items you are offering the general public may be available from a number of other businesses. If that’s the case, what is separating you from your competition? Sure, you may offer a “higher quality” option. But if the interactions with your customers don’t outshine those made between your competitors and members of your target audience, you may stand to lose customers.

“Customer satisfaction is a gateway to earning loyalty,” says InfinitContact.com, “Measuring customer satisfaction and loyalty are like comparing apples to oranges because the former is a function of attitude while the latter goes much deeper. Loyalty is a belief that was formed from having a customer encounter good experiences from your brand. Ensuring that a client is satisfied with every point of interaction is a process that leads to loyalty down the road.”

How does a focus on customer satisfaction prevent customers from leaving you? As mentioned earlier, consumers cherish their experiences with the companies they do business with. It’s important for people to feel valued and appreciated when they spend their money. If you’re under the impression that good prices are the best ways to keep customers, you’re mistaken. Signs of respect and gratitude go a long way in holding on to your supporters.

“The main reason for attrition is not changes in your price points, but bad customer service experience,” InfinitContact.com informs us, “The good news here is that as long as you pay attention to your customer’s needs and continue to ‘wow’ them by exceeding their expectations, it’s easier to justify price increases when the time comes.”

How does a focus on customer satisfaction grow your company’s reputation? Never forget the power of word-of-mouth promotion. Disgruntled customers are quick to spread the word about how badly they’ve been treated. And with social media being such powerful forces these days, word can spread quicker than ever! As InfinitContact.com points out, “negative word of mouth can be a death knell to a company, especially in today’s wired and interconnected world. It’s so much easier to spread negative reviews on various platforms.”

At SIClytics, we offer business owners who run call centre environments a fascinating Live Call Monitoring service that allows them to keep on top of the performances of their phone agents. If you’re focused on customer satisfaction – as you should be – this service will greatly assist you in your ability to provide feedback to your phone agents so that they maintain the same focus.

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Ways To Keep Your Phone Reps Motivated During The Holiday Season

Customer service operator on Christmas back with present
We only have a week left in November. Unbelievably, the holiday season is practically here! In the business world, the holiday season is already here, as stores all over Canada are welcoming larger numbers of customers every day. This will be especially true in a couple of days when Black Friday takes over the nation. The needs of shoppers to get their hands on highly-sought after items at significantly reduced prices are never greater than on this day.

Your customer service representatives will likely be experiencing an increase in call volume as well. Whether their job is to make outgoing calls or to take incoming calls, the next several weeks will be among their busiest of the year. Is there a reason to have them step up their customer service skills during the holiday season? You bet there is! Arguably, there’s no better time to keep your team of phone agents motivated than right now.

Here are three ways to keep your phone reps motivated during the holiday season:

1. Encourage teamwork. As a business owner and/or call centre manager, it is your job to lead. But you won’t always be available throughout the entire work day to provide leadership to your team. It’s important, therefore, to encourage the leaders on your staff to be there for its other members when help is needed. Developing and nurturing a team comprised of individuals who feel that they can depend on each other will help for their interactions with your customers to be a lot stronger.

According to Shauna Geraghty on TalkDesk.com, this is especially true during the holidays. “Sometimes, resolving customer support issues over the holidays requires a team approach,” she writes, “When agents need a little help from their colleagues, encourage them to use call conferencing and warm transfers. Doing so will ensure that holiday callers aren’t blindly transferred from agent to agent and will reduce call duration – both of which will increase customer satisfaction.”

2. Have team meetings in the morning. Beginning each work day with a team meeting should be commonplace in your call centre. But during the busy holiday season, it will be especially important to inject some holiday cheer into your phone agents each morning. Not only will they need the additional motivation to get through their busy days, but you’ll want them to pass along that cheer to your callers in order to secure customer satisfaction.

On his customer service blog, customer service expert, Shep Hyken champions the practice of morning meetings during the holiday season. “If ever there was a time for a team meeting before you opened every day, this is the time,” he insists, “Get employees excited about the prospect of breaking sales numbers, but delivering great service along the way. Talk about what happened the day before and plan to repeat the good and avoid the bad.”

3. Offer regular feedback. As mentioned earlier, your team needs you. When you offer encouraging words of support, it can go a long way in keeping your team motivated even throughout the busiest work days of the year. However, you’ll also need to provide constructive criticism when necessary to strengthen the team in areas where they need help. At SIClytics, we offer the perfect tools to help you to provide feedback!

Our Live Call Monitoring services allow you to instantly listen in to live calls, giving you the option to either whisper information to your phone agents without the other parties hearing or barge into the live calls to take them over when they need to be escalated. For more information about our Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Why Is It So Important To Call Your Customers Back?

Poritrait of a beautiful woman showing sign to call me isolated on a white background

They say that communication is the most important element of any strong relationship. And who are we to argue with whoever “they” is? It’s true. Keeping the lines of communication open between any two parties helps for the relationship to grow, develop and strengthen. All business owners are very well aware of this. And this is why well-followed customer service regimens are integral to the success of any business.

Another thing that “they” often say is that the smallest things can make the biggest differences. And when it comes to returning phone calls, this adage couldn’t be more accurate. It may seem like a “small thing” to return a phone call, but you may be surprised to know how many business owners forget to do so. Making a customer feel neglected is a great way to lose his/her loyalty for good.

Why is it so important to return customers’ phone calls? Well, let’s remember that without your customers, you don’t have a business. Now yes, the internet allows for many other modes of communication. However, when a call is placed to your business and a message is left, you want to make sure that the message is returned using the same means that it was left for you. Customers appreciate this type of reciprocity.

However, when you neglect to return those calls, customers feel as if they are not being regarded as important. Knowing that there is competition out there, they will be very quick to dial other numbers to give someone else their business. Don’t think for a second that a missed call is one of those “small things”. Returning a call is big opportunity for you to secure the loyalty of a customer. Not returning a call can help you lose a customer for good.

Conversational.com reveals some statistics that prove this. “Caller satisfaction has been studied over the years to help business owners understand the needs of their customer base,” reads the site, “It turns out that around 78% of new customers that aren’t contacted after leaving a message will end up going with an alternative company…94% of new customers whose calls weren’t answered would simply go with another company.”

How can you retain customers whose calls don’t get answered? Well, most consumers understand that there will be times when messages need to be left. The key to keeping those customers is giving them assurances about when their calls will be returned. It’s important to have outgoing voice greetings that explain the reason behind your unavailability and the time frame that the call will be returned.

On CallCentreHelper.com, Richard Farrell explains that “if call-backs can’t be handled in an acceptable time, the call-back offer should be removed. Once a realistic estimated wait time is played to a customer and a call-back offered within an acceptable time scale, the call should be routed to an automated system to capture call-back details, thus leaving all agents to handle customer calls.”

At SIClytics, we offer a wide variety of services that help for your call centre business to function at high levels. Among them is our Missed Call Notifications service that helps you to never miss out on an opportunity to follow up on a missed call. For more information about this and any other of our services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.