Call flow techniques your bilingual call center must practice

Long queues of pending customer transactions can spell disaster both for call center agents and callers. Although this is a common challenge among outsourcing services provider, it does not give your brand an excuse for poor delivery. After all, smooth client relations supported by fast and high-quality customer services serve as the backbone of every enterprise.

Farsi-speaking customers expect the brands catering to them to be agile and responsive. One thing that could hinder you from fulfilling their wishes is inefficient customer service management, resulting in long queues and unending call waiting times. To avoid this, make sure that your bilingual call center can adopt these three call flow techniques that would help you manage customers’ frustration.



1.     Creating virtual queues


For customers, having to wait a long time before someone attends to their concerns can be a terrible experience. Keep in mind that your customers, like you, are also running a hectic schedule. But what makes this situation even worse for them is not knowing when someone from your end will be available, or if anyone will turn up at all.

Thus, it is a good idea to create virtual queues that would signal a user when it is their turn to talk to a call center agent. For phone calls, it can be something as simple as a voice prompt. Or even better, you can design an automated call-back option so that customers can carry on with their personal tasks while waiting for you to get back in touch with them.



2.     Using another channel


Nowadays, outsourcing services are being offered in several different platforms. Not only does this allow you to be where your customers are, but this also allows you to diversify your services and be more responsive. For example, if you find your phone hotline being overloaded with too many calls, you can advise customers to send you a message through social media, email, or live chat instead. However, you should also learn to recognize when a customer complaint warrants a more appropriate channel. For instance, email would be the proper option for customers who need documents such as product manuals, while social media messaging is best for quick and easy-to-resolve concerns.



3.     Improving call routing


There are sophisticated call routing technologies that use customer information to better match callers with the right agent who has the information that they need. These data-driven call flows make transactions faster and enhances first call resolution. However, improving call routing can be as simple as designing a protocol for transferring or escalating calls. The idea is to minimize the time customers spend waiting before their issues are resolved.


Efficient customer service management is characterized by agents’ ability to respond to customers promptly while delivering the right information. With the proper mechanisms in place, this results to client satisfaction and improved long-term relationships.



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