For Philippines call center agents, you may always hear these questions at work. How many calls have you received today? You would probably say, “I have taken a lot of calls than anyone on the team”. But the next question is, “how good were you in handling those calls?” Now, this must be the challenge.
Whether an inbound or outbound call center agent, it is a fact that you deal with customers and providing quality customer service is always one of the company goals. But as an agent, you must also have to keep in mind that you have a target sale to achieve as part of your responsibility. But how do these quality and quantity really works. Quality and quantity go hand in hand. At the highest level we should hope to provide the highest quantity of quality work without sacrificing one to gain the other. Instead of counting the calls you took, try to focus on how efficiently you handled those calls; efficient in such a way that you provide the customer with their needs, the right information by being knowledgeable on the products or services that you offer and the solutions to solve their issue in a short period of time. Go straight to the point in a courtesy way. A customer who received an answer in like five minutes is always better than talking for almost half an hour just to solve an issue. Our ability to adapt to each situation and provide the right quantity of quality will provide good customer service and will lead to successful business.
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