THE CALL CENTRE CODE OF CONDUCT

So you know the drill. You have been working at a call centre for a few months now and your performance has never been better. You are motivated, a hard worker, eager to deliver on targets and always trying to do better than you did before. But are you following the unwritten call centre code of conduct?

Let’s look at a few things that make a call centre what it was set out to be. Are you patient, do you have empathy for the customer, are you really listening? Most customers complain that employees working at call centres never pay attention. That they never pass on information appropriately and that they never remember! So are you patient with your customers? Do you follow up appropriately?

How does this impact your business? It does. Imagine your way of answering customer queries, could have a direct impact on online sales, product sales and customer perceptions of the brand. How could it be possible, that such a little thing could have such a great impact, you may wonder. Here is how your code of conduct in the call centre could improve business profitability.

Are you proactive? Do you reflect the company’s core values, in the way that you speak to the customer, deliver to the customer and address their needs? If yes, then you are well on your way to becoming an expert. If not, you ought to re examine your call centre code of conduct. Because, after all, it isn’t about performance against targets alone. It is also about making sure that everything you do and say as a call centre employee is reflecting the company’s core mission.

So check your code of conduct, and become a call centre superstar, not only in terms of your delivery on targets but even by the way you deal with customer feedback, complaints, queries and with your teammates.

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