The Bigger Responsibility of Customer

Service Support Representatives

The public's perception about the role of customer service representatives has changed through
time. In the past, they are just often viewed as the last resort when an inquiry or complaint is
needed. Today however, the responsibility that these live operators have is bigger and multi-
dimensional. Their tasks have gone beyond answering beeps, providing the right answers to
queries, and taking orders. Their duties go further beyond the technical and mechanical aspects
of their job. Now, more than ever, the greatest challenge that they have making customers feel
satisfied with their services. It is a tough call, but one that can be mastered by education,
experience, and discipline.

Agents of outsourced inbound call centers do have a broader responsibility with the customers of
the clients they are serving. Aside from the pressure of bringing the name of the firms, they are
expected to establish healthy and constant customer relationship. Furthermore, it is their
obligation to bring economic benefits to the entity through selling schemes, like up-selling and
cross-selling. If these telephone operators perform their delegated duties to the satisfaction of the
customers, then they are a big contribution in making a strong brand name and company image.
Eventually, it would be easy for the firms to retain their existing buyers.

Before sales pitch can be performed, live customer service representatives have to first resolve
the concerns of the customers. This is so because callers will put deaf ears to agents' sales talk if
their issues are not yet given the right solutions. The goals of the customers in making a phone
call must be the top priority before the subtle way of selling takes place. If the customers feel
settled with their purposes, then they will be all ears in considering sales offer. After all,
customer care does not end only to the eradication of the problem but on providing better
alternative, if there is any.

Customer service representatives have to be adept in making sales without the expense of the
customers. There are times that the callers do not know that there may be available goods and
services. In addition, they may not be aware that they have to look for such product and/or
service. Listening attentively to the customers' affair and facilitating a friendly yet professional
conversation with them, the agents have a chance to know the needs of the former. This, in turn,
will let the latter point out what the caller should buy, and must convince them, not coax, to
make the purchase. There is no way that callers can be persuaded other than by getting their
sympathy.

Also, customer care programs should be stuffed with marketing techniques. When customer's
request is being processed and a modest time will be killed, it is necessary to put the caller on
hold but with an accompanied marketing message which he can listen to. Instead of a song that a
buyer may never have the heart to listen, a marketing voice message will inform of any services
that the customer may be interested to subscribe. This is another cunning means of awakening
your buyer's needs.
Truly, inbound call centers must upgrade their customer care programs in order to provide their
clients and their clients' customers with one-of-a-kind service support. If you haven't yet tried
outsourcing inbound functions or are experiencing low-class performance from your service
provider, look for a contact center that delivers outstanding programs both for you and your
customers' satisfaction.