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Call Center Etiquette

Call Center Etiquette
May 9, 2018 / Evolve IP The call center is your enterprise’s lifeblood. Providing a positive customer contact experience is critical to your business success. Ensure you prioritize call center customer satisfaction with these six strategies to enhance agent-customer interactions.Customer satisfaction is a key performance indicator of call center success. In planning to prioritize customer satisfaction, first consider common customer frustrations have in their interactions with call centers:
  • Rude agents
  • Prolonged hold time
  • Uninformed agents
  • Feeling as if the agent is following a script
  • Too many transfers and having to repeat information again
You’re likely already training, mentoring, and monitoring your agents to improve their performance and streamline their interactions with customers. These suggestions can help to enhance the callers’ overall experience with your brand. 

Strategies to Improve Call Center Customer Satisfaction

1. Educate agents

People often have a difficult time being courteous and having a positive attitude when they feel underprepared. Adequate training for your agents can make a big difference in their real-time interactions with your customers. Make sure training addresses:
  • Product or service complexities
  • Expectations for professional conversations
  • Effective listening
  • Relationship building
  • Call handling best practices
  • Challenges the agent may encounter
  • Company values and goals
  • Desired call outcomes
  • How agents can find answers to their questions
Pullout: 85% of organizations anticipate contacts will become more complex in the next two years — Deloitte’s 2017 Call Center Survey 

2. Encourage authenticity

Sure, efficiency is critical to call center success. But since these agents are representing your brand to the consumer (perhaps a disgruntled one), allow them some amount of leeway to interact on a personal level with the caller. A scripted, formulaic response to every consumer’s concern comes across as coldly impersonal and does not reflect well on your overall brand. 

3. Enforce professionalism

Center agents are often called upon to interact with frustrated individuals expressing concerns or complaints. Stressed, the callers are not always able to communicate their problems in a polite or considerate fashion. They might take out their anger or upset on the human on the other end of the phone line. Use training time to equip your agents with tools to defuse conflict and not take any insulting behavior personally.At the same time, contact center leaders can use real-time controls and agent visibility tools to ensure that agents are always showing customers — even the most abrasive ones — courtesy and consideration. Don’t let poor behavior go unacknowledged. Take advantage of call recording to address concerns directly with agents. In one-on-one sessions replay interactions that went awry and discuss other more productive approaches to problem-solving when under pressure from an angry or emotional caller. 

4. Emphasize honesty

Customers want to interact with people, and by association, brands that they can trust. Remind employees of their role in building a relationship with the customer while being the face (or, in this case, voice) of your brand.Encourage truthfulness, honesty, reliability, loyalty, and integrity among your agents. Your agents should not feel as if they need to guess, lie, or make something up to satisfy a customer. Provide them with clear instructions about where to find the information they don’t know and when to transfer the call to someone who can better address the caller’s concern or issue. 

5. Empower agents

Expecting agents to stick to a single script, while focusing primarily on quickly resolving a contact so that they can move on to the next customer, is likely to lead to agent burnout. Trust your agents to discern when a personal question helps foster a more authentic relationship. Allow them to be flexible in making decisions to problem solve. You can expect consistency, and demand specific standards, but by empowering agents to make decisions about how to handle passenger situations, you instill a sense of confidence that translates well to customer interactions too.As a call center leader, you might also invite agents to offer suggestions and feedback on a regular basis. Solicit their input. People who feel their opinions are valued are more likely to feel motivated, which will, in turn, translate into more positive interactions with your valuable customers. 

6. Consider agent satisfaction

In your drive to prioritize customer satisfaction, don’t overlook the importance of agent satisfaction. IBM estimates “the overall turnover rate for the call center industry is between 30 – 45%, and each individual turnover can cost a company upwards of $6,440.”1Overworked or overwhelmed agents are less likely to interact with customers in a respectful, friendly manner. At the same time, if your center is experiencing high turnover, you’re putting more burden on your existing employees and losing the competence and confidence your more experienced agents will bring to interactions with customers. Recognized in Gartner’s Magic Quadrant for Contact Center as a Service, Evolve IP offers a truly omnichannel solution for contact center providers. Easy to set up and simple to learn, Evolve IP’s Contact Center Solution delivers a seamless customer experience. Optimize today with Evolve IP!  1IBM (2017 October 23). Top 7 trends for enterprise call centers and customer service in 2018. Retrieved from https://www.ibm.com/blogs/watson/2017/10/top-7-trends-for-enterprise-call-centers-in-2018/Categories: Call Center
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The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

 
 
What Our Clients Say
  • "Yesterday was, perhaps, my busiest day of client interaction either by phone or email since I have been a PM, and I don’t think any of my clients knew I was working from home unless I told them. I was also able to do trades behind the scene and interact with my team. So, for me, the technology has been working great. As an old guy, I am constantly dazzled by technology in general, but being able to do this stuff from home is amazing!"

    James C. Hunter, CFA, CFP, AIF, Senior Portfolio Manager, Principal

  • "Hey, IT people, As I’m working away in my home office, I just wanted to say thanks to you for all you’re doing, and have done in the past, to make it possible for us to run our company virtually. Not many of us JICers have jobs that everyone in the firm sees and could stop us from doing business. But you have this job, and do it well. Thank you for having the foresight and wisdom to get us in a position to succeed in a pandemic! You’re awesome."

    Michael D. Barnes, Esq., CTFA President, Principal

  • “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    - Ken Schultz, CIO Ogletree Deakins

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  • "The people that Evolve IP are more personable; you don't feel like there's necessarily a script when you're talking with them, they’re easy to understand, quick to get a hold of, and they follow through on what they say they're going to do."

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  • "Evolve IP has been a vendor partner that has grown with us, that has helped us, and that you know stands by us and stands by their word."

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What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.

Gartner

We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.

HITRUST

Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.

HIPPA

The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.

Forbes

While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.

Inc.

Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.

CSA STAR

Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype, Salesforce.com, YouTube, Palo Alto Networks and eBay would change the way we live and work.

Entrepreneur

Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

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