Even though answering phone calls is one of the biggest pillars of long-term business success, many small organizations don’t credit it enough.
Nowadays, customers are clever. They don’t get satisfied with the traditional scripts that sound like they’re coming from a robot. They want to hear a real person’s reactions to the queries they have.
That’s where personalized caller experience comes into play.
Customized caller experience means every caller that calls your business receives an entirely different response. Each caller doesn’t get to hear the same script again and again.
In this article, we talk about what you must do to create a personalized experience for each of your callers.
No more standard scripts
Avoid scripts. If you have your personnel reading off a piece of paper or screen in every phone call, your callers will pick up on this. The whole call dynamic becomes robotic and there is no flow to it..
Hence, you need to do away with all the formal scripts you have stored in your drawer. Instead, instruct yourself, or your phone answering agents, to be natural during the conversation.
Don’t be afraid to think outside the box and provide some unusual answers to fix callers’ issues.
No more robotic voice lines
The way you or your agent talks to the caller makes a huge difference in how you’re perceived. Robotic voice lines may seem like the future but their lack of emotions burden the caller. The caller knows when they are talking to a machine.
Instead, the people that answer your phones should sound natural and build rapport with your callers through empathy. The voice lines should also have a slight touch of emotional connection, so the caller perceives them better.
No more lack of empathy
One of the biggest complaints customers have about any business’s receptionists is the lack of empathy. Customers say things like, “Company XYZ’s agent was so tired and fed up, he didn’t even bother to listen and pay attention to what I was saying.”
You need to do everything in your power to keep that kind of concern a mile away.
However, it’s easier said than done. If you are answering dozens of phone calls every day, you know how hard it could be to keep your cool during each call. You, or whoever is answering your calls for you, need to stay calm and emphatic during each call.
That’s why it’s recommended to hire a phone answering service to take your calls. By doing that, you essentially hire industry-leading talents to take care of your callers with utmost proficiency.
The bottom line
Customers nowadays don’t want to listen to structured scripts. Today, they want real, valuable responses from their call receptionists, who also show empathy towards them.
If you think you don’t have the in-house skillset to provide this level of personalized caller experience to your customers, consider getting in touch with Easybee.
At Easybee, we take care of each of your callers like none other. We have a well-trained team of agents who know how to handle different types of callers in the best possible way.
