How Do Receptionists Handle Multiple Calls?
Customer Service Tips for Handling Multiple Phone Lines: Workstations
It can be difficult at times to handle multiple phone lines in your company. Phone lines that are mismanaged can lead to angry customers and disgruntled employees.
Here are a few helpful tips for managing multiple phone lines for customer service to think about when setting up your space.
Provide an Appropriate Workspace
Great managers and supervisors recognize that they must provide them with the proper tools and strategies they need to succeed in order for their workers to be successful. This means making the necessary workstation available for telephone operators who manage several phone lines.
The front desk could be the most optimal room if your small business has only one person answering phones and welcoming guests.
But if your company has multiple phone operators, because of the noise associated with multiple operators, an area away from tourists could be more suitable. Furthermore, if your organization has several operators, it will be important to ensure that they can hear from each other.
You can suggest using cubicle walls or spacing the workstations enough so that their callers can be heard properly. Every client deserves to have heard and validated their concerns.
Update Headsets and Earpieces
Another important method in helping the operators achieve success is headphones or earpieces. Wireless and Bluetooth are hands-free devices that allow operators to take better notes, reduce the repetitive motion of using a conventional phone, and increase the amount of multitasking movement and versatility.
Stuff such as welcoming guests and taking deliveries while continuing to handle the phone lines will require multitasking tasks.
Ensure Call Privacy
If the front desk is operated by your phone operator, suggest providing a privacy window during phone calls or another way for the operator to inform a guest that he or she is on the phone.
The Health Care Privacy and Portability Act ( HIPAA) and laws on what guests overhear while they are waiting to be welcomed by your front desk individual are an important factor.
Consider the Customer Experience
The most important thing to remember when creating workstations for multiple phone lines is the customer experience. At all times, using constructive words helps to create camaraderie with your callers. At all costs, derogatory phrasing should be avoided. Note, achieving customer loyalty can lead to the bottom line of your company down the road.
Increase Customer Service with Phone System Tools
In order to achieve effective customer service outcomes, phone system capabilities are another critical aspect of getting the right resources in place. Features that should be taken into consideration when analyzing phone systems:
- call recording
- caller ID
- ease of use
- ringing options
- hold music
- service listings and voice-over IP
Improve Operator Message Taking
Having a device or structured forms for the availability of your operators can assist with message taking, note-taking, completion of the form, problems with customer resolution, etc. Consider what is unique to your organization and set up processes for your operators for successful customer management. Consider also providing a system to allow operators, when required, to notify a supervisor or backup. Consider a chat feature, a support button, or other notification types.
By Jeffreymendel Jeffrey Nash - Own work, CC BY 3.0, https://commons.wikimedia.org/w/index.php?curid=50308966
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