What the heck are Checklists for
AFRICA I can hear you thinking.
Well its just a kiwi term for
making sure you have EVERYTHING
COVERED!!!
In selecting an Answer Service you
should check the following points:
[ ] At least 7 Testimonials that
you can ring and speak to
[ ] Protocols include, Addresses,
phone numbers, contact messages,
who to call and when and where,
transferring details, special
instructions, no call numbers,
how to handle clients, how to
handle new business, clear
job descriptions, times available,
[ ] Various contact methods Email,
SMS, Text message, Fax, Phone Tfr
for messages
[ ] Message Delivery timings and
batching routines
[ ] Call in procedures for staff
are defined
[ ] Phone Systems can handle
concurrent callers (up-to 6
at a minimum. This means operators
can process incoming calls
and still handle new calls
[ ] Defined standards for ring
numbers
[ ] Audit trails for capturing
every caller and message sent.
[ ] Quality assurance program
that clearly outlines the
error message rates. Over 97%
is optimum. If someone says
they are 100% then be very
skeptical of them. They should
report different types of errors
(ie wrong number given, name given
was recorded incorrectly, urgency
was assessed incorrectly etc)
[ ] Staff Training Systems and
continual recruitment policies.
The Call centre business has a
high turnover of staff. Unless
they are being paid well and
the business has a great environment.
[ ] A NO-SLANG policy. Meaning
Yups are Yes, ta is thanks or thank you.
[ ] Clear slow English is spoken.
This is KEY to effective phone
communications as the phone
will speed up a persons voice
and degrade the quality. Great
enunciation is vital to
your business.
[ ] Answer calls within ? rings
[ ] Always have a big smile
[ ] Ensure the client has our
full attention. Remove distractions
[ ] Listen, Listen, Talk
[ ] Ask the question, question the answer
[ ] Meet and exceed the client requirements
[ ] Add to the experience by giving good advice
[ ] Thank them for their business
[ ] Thank them again
[ ] Professional Image from top to
bottom of the company
[ ] Complaint procedures – Thank
them for these learning experiences
[ ] Reason for repeat business
Customers are not an interruption
to our day – without them we are nothing!
all the best
- Steve Shepherd
Journalist and Writer
from “TheExclusive” info@amundsonamundson.com
PS.
Click on the following link now for a detailed evaluation of the issues raised in this email [http://direct.amundsonamundson.com]
Author: Steve Shepherd
Article Source: EzineArticles.com
Netbook, Tablets and Mobile Computing
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