ssuresh4u

Hi Sreejit, First of all, the team handling this kind of activity should know end-to-end of what is happening with the process and should have product and process clarity i.e., the maximum or the complete information. They should be aware of at least 90-99%% of questions if not 100% that might arise during call backs, as you have said it does not look professional when you tell the client "I will get back to you on this" when you have given him a return call. My simple suggestion is to do a brainstorming and list out the maximum number of questions or issues that might arise during these calls and prepare answers for this and document it. Likewise, when someone comes across a question for which they do not have an answer, they should note it down and should try to find an answer. More importantly this also should be added to the document we have prepared earlier, so that next time when the same issue occurs to another person he or she will be able to solve it without giving a return call. The document needs to be updated on a frequent basis and passed on to the team which will surely help the team to reduce the return calls. Hope this helps you to a smaller extent at least. Regards, Suresh

I think the problem can be solved only if the customer support executive have a good knowledge about what they are dealing with, i.e., they should have the product knowledge and the questions they can get and the ways of solving them. The client should provide all the details and information about the process which in turn will help the CSR to handle the call in a more effective manner. Before doing telemarketing of a particular product, it is better to collect the whole information about the product and also the pros and cons and educate the callers properly before they start doing their marketing through calls Correct and necessary information from the client, proper training about the product to the caller, I think will solve the problem. In fact, we were facing a similar problem where we were advising customers with only 50% clarity and most of them have to contact the client company to get their queries cleared. We sorted it out by asking for a proper documentation from the client regarding the process and now the problems are much lesser, the process is on right track now