Devoted to the call center industry, the agents on the phones, and their managers

A good point has been made.  Agents can’t possibly remember everything they’ve learned in product specific training.  It takes time for them to apply all of what they’ve learned in the classroom in a live environment.  It takes experience.  But, the reality of it is that as soon as they receive their first call, the customer on the other line expects the agent to solve their problem.

This is where content databases, the “bible”, or so called internal websites come in.  All of the company’s processes and information are available for them as a resource.  I always tell my trainees not to rely on their manuals when they are on the phones.  If they forget, look for the answer and relay it to the customer.  No, I am not asking the agent to read it verbatim from their screens or they will lose the confidence of their caller instantly. 

Some tips for agents when they do forget:

1. Relax.  There is always a solution or option to the customer’s issue.
2. Ask more questions.  By getting more details and seeing the bigger picture will help you get the right answer for your customer.
3. Stall or multi-task.  NEVER let your customer think that you don’t know the answer.  It’s okay to let them know that you need a little bit more time to give them a more concise answer.  Though I am not a fan of the HOLD button, it still works if done properly.
4. Search for answers not the problem.  Search all possible solutions and options.  As you search, think ahead and NOT the issue.  If you keep on thinking of the problem, you’ll never get solve it.
5. Read, understand and then talk.  DON’T read the process to your customer.  Read the information, make sure this is the solution and say it in YOUR OWN words.  You are a human being, not a parrot nor a puppet.