A company’s telephone reception is generally the first contact with customers. Brand image depends on the quality of the telephone relationship. Whether they are prospects or already acquired, the impression of customers is the most important. To optimize this welcome, professionalism and competent staff are essential.
Telephone reception missions
The objective of a telephone reception is to understand the issues and needs of the call, in order to be able to respond to the customer’s request. The contact person must be able to manage telephone calls, i.e. receiving and transferring calls, including complaints and after-sales service.
To successfully welcome, the interlocutor must offer his presence and availability to the customer. He must know how to conduct the interview, in order to reassure and give the applicant confidence. Active and effective listening is imperative, this involves taking notes, followed by a search for solutions.
During this exchange, the interlocutor must show a certain understanding and empathy for the client’s situation. Certain polite expressions and correct vocabulary must be used to show the respect that the professional has for his client. Positive words, with objective and meaningful remarks, completed with a smile, are fundamental. Even behind a telephone, a smile can be felt in the intonation of the voice and brings good humor for a relaxed discussion.
Set up a telephone reception using a specialized operator
Having competent telephone reception staff is an asset for the company’s brand image. In order to obtain qualified internal jobs, training can be a good solution. The advantage is that there is no waste of time, because the person already knows the company. If the staff present in the company do not have the time to manage and ensure the management of telephone receptions ( contact center management ), recruitment may be necessary and will expand the team.
The company can ask a call center to carry out all reception and management missions. Professionals can also, if the company wishes, carry out telemarketing or telesales actions and carry out reminders for debt recovery, using their telecommunications techniques. The company can then refocus on its main activity, while having qualified staff who manage its telephone calls.
A telephone waiting message guarantees your correspondents an efficient, professional and personalized welcome. The customer can be directly greeted with musical anticipation, supplemented by a personalized message.
Otherwise, a personalized answering machine can take over after the fourth ring, the telephone then becomes a media complement. Introducing institutional, advertising, event and informative communication allows you to discover know-how, the opening schedule, exceptional closures, or even a new product or a new promotion. Customers will therefore learn a little more about the company and the call will not be a failure due to waiting too long. This type of welcome helps relieve an overloaded switchboard.
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A company must take great interest in the telephone reception it offers to its customers. The image this exchange gives them determines their loyalty.
