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! |
