Order taking is a contact center service involving receiving orders from callers. It has evolved into an essential component in the BPO industry. Its impressive growth comes from the function’s increasing approval. In fact, more businesses acknowledge the great value that contact center agents provide in this particular area.
The following are some do’s and don’ts for contact center representatives to make their services better in taking orders.
Do’s
Use a universal order form. It is a useful tool that prevents customers from getting confused. Contact centers must have a basic framework wherein a caller fills in the form on the company website. Another option is for a customer service specialist takes orders over the phone. By doing this, customers will know the information they need to provide.
Give customers the opportunity to explain their issues without interrupting them. Let the caller finish before offering a solution. The agent must go over the main points and confirm that the concern is correctly understood. Avoid making customers feel rushed and be allowed to ask any question during the conversation.
Verify customers’ orders. This is the step of concluding the order taking and acknowledging that an order form was received. At this point, the agent informs the customer that his or her order is being processed. Likewise, the contact center representative must say that the customer can call if the need arises.
Inform callers about the status of their orders. The key is smooth and clear communication during the purchasing process. Customers should know if there are delays or other problems regarding their orders. Once orders have been shipped, agents must provide details like carrier’s name and address, tracking code, and date of delivery.
Request for feedback.
The agent must ask a caller if there are additional queries at the end of their conversation. It is also advisable to thank customers for being loyal to the product, service, or brand. Good communications with a personal touch can encourage customers and support the brand in the long-term.
Don’ts
Don’t follow or read the entire script. It is more of a guide. Contact center agents must be filly prepared before answering calls. The conversation must be friendly and relaxed. Offering incomplete information is a big no. A knowledgeable agent should leave a positive impression on customers or potential buyers.
Refrain from always saying no or answering in the negative. This is a bad practice in customer service and marketing. It is understandable to turn down requests which are unreasonable. However, this must be done professionally and without angering customers. The best practice is to refer them to an agent who can offer a solution.
Do not forget to divulge discounts or promotions. This is done before finishing the call. Notify customers of offers and rebates that they purchase or services availed of. The contact center agent can promote goods on sale through ads of this is not possible during the call. Never hang up on customers before getting feedback regarding their experience with the agent’s assistance
PCS Connect
For companies that require order taking services, you can always call PCS Connect at 866-671-4344 during regular business hours.
PCS Connect is your one-stop global business solution for companies looking for customer service issues or seeking effective ROI solutions. Through the years, we have evolved into the leading BPO company in customer service, back-office support, lead generation, and sales.
