Transcribing customer service calls: How to use those transcripts for marketing and training
Being on the phone all day can be challenging.
You have to know enough about the company and the products to be able to solve problems, and have the people skills to soothe bad tempers and keep the customer happy.
It’s a tall order! But most of these skills can be developed with effective training.
In this blog post, we will share some methods that can be used to train your telephone customer service employees, and how transcriptions can help.
Not every call goes well! Analyze why - Photo by Icons8
1. Develop effective telephone skills
The website “SkillsYouNeed” offers useful priciples of telephone customer service in their post, “Five Telephone Communication Skills Tips for Customer Service.” Following these principles helps employees provide the same warm and friendly customer service that they would in face-to-face meetings.
In addition to these specific telephone skills, another important principle is to feel good about yourself and what you offer. That means practicing self improvement and self care, and doing your best to work with a company that you truly believe in. It makes an enormous difference!
Another principle is to practice habits of courtesy. This can go beyond your work hours into your everyday life. Say “excuse me,” let others go ahead of you, offer to help people carry their things if they look overloaded. Find ways to develop a strong and automatic habit of being polite and courteous, so that it comes naturally over the phone.
Finally, be sure to use positive communication. Smile, even though people can’t see you, because it helps you sound upbeat.
2. Stay positive
Some people naturally come across as peppy and high energy, while others have to work at it. And of course even the most bubbly phone people have days where their mood drops, especially when they have to deal with difficult customers!
Comm100 offers a solution in their blog post, “20 Customer Service Training Activities.” Encourage your employees to brainstorm and share attitude anchors to elevate their moods.
The article describes the concept of Attitude Anchors: “There are two attitude anchors: maintenance anchors, which help you maintain a positive attitude, and repair anchors, which help you fix your bad moods.” Identify your anchors, and use them to help turn a bad day around.
Evaluate sales calls to improve future outcomes - Photo by Helloquence
3. Offer feedback that your employees can use
Aircall’s blog post, “20 Best Practices for Call Center Agent Training,” explains that the most important practice is to find multiple opportunities to provide feedback, praise and incentives. Create a culture where people expect feedback, so it no longer makes employees nervous or fearful.
Give positive feedback promptly and publicly. For example, when a customer gives a thank you note or compliment, make an announcement to the whole team or create a special bulletin board with positive feedback. Address negative issues in private.
Managers should listen to the recorded calls, find opportunities where people can learn, and improve and find ways to reward and incentivize people for doing a great job.
Finally, transcribe the recorded calls so you can analyze trends, find specific issues, refine your calls scripts, and even compile a training manual with real-life examples of scenarios that people face when talking to customers, and the best way to handle them.
Ready to get started?
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