Have all the tools and web pages ready!
I always have all the essential tabs/links on my browser pinned, so they are just one click away whenever I need them. It is also helpful to have all tools available and visible. I like to have all my tools at one glance to see them, copy-paste, and type information effortlessly.
Do a microphone and speaker test.
Before going on “ready" mode, you may want to do a quick mic and speaker test by clicking the "echo call." While you're doing it, you can also check your internet speed.
Set a target time.
Setting your time limit for each call is helpful to keep all your calls short. You can avoid long calls just by taking control of it. When your caller is very chatty, there are ways you can cut them off without being rude. Offer a callback when you need to verify the information first.
Be attentive and avoid distractions.
It is essential to focus on the customer and take down all the necessary details to save yourself from asking for the same information.
Make your voice clear and audible.
It is best to have a clear voice and no background noise. Having a noise-canceling headset is very beneficial for this job. That is why it is one of our requirements.
KISS
Keep It Short and Simple. Use words that your caller quickly understands. You don't need to use fancy words! Get to the point! You are not just making it simple; you are also making it easy for you and the customer to resolve their problems.
Stick to the script.
Scripts are designed to make your call flow run smoothly. Utilize it!
Wrap up the call
Disposition the call immediately after the customer disconnected. There is no reason for you to stay on wrap time!
Note: Making your calls short means you respect the caller's time. We can make our calls short without compromising the quality of our service!
Remember: The shorter the calls, the more callers we can assist, and the happier our client!