Business chat not rabbit rabbit

A while ago a well known bank brought out a new advertisement based on the fact that its call centre staff were real people who were actively encouraged to chat on the phone to customers. In doing so it was attempting to move customers away from thinking of call centres as staffed by robots with “computer says no” mentalities.

In fact in the past decade or so there has been a tremendous amount of research into call centre processes and technology. With everything from accents and phrases used to the need to share a common culture coming under the spotlight the art of the call centre is now highly regulated.

Whilst some businesses have taken on board the results of this research, it is noticeable that many, whether using call centres or not, still fall down badly when it comes to making a business call. Partly this is due to the prevalence of telephones and mobiles within our culture. We all talk on the telephone so much that it is assumed that we know how to do so. Whilst those working within a call centre are usually trained, the rest of us often tend to be left to muddle through as best we can.

The fact is that whilst business calls can be friendly, that doesn’t mean that you can just rabbit on in the same way that you can when talking with friends. So what top three things should we look out for when making a business telephone call?

• Friendly is good, over familiar is not. Being friendly and showing interest is a good way to build up a rapport with your clients. So if your client supports a certain team a quick comment on the latest match works well, settling down to spend twenty minutes discussing the referee’s decision doesn’t. Your client has a schedule to keep and the longer you chat the more resentment will build up that you are keeping them from their day.

• Watch your language. This does not just relate to making sure that swear words are absent from your conversation. Whilst terms such as “mate” and “ducks” might be fine within a social group, your client may not appreciate them. Also keep away from jargon which is guaranteed to alienate most customers.

• Control your voice. It is true that how you are feeling will come through in the conversation so try to speak with a smile. Don’t rush your words as a gabble will just leave someone feeling confused. Finally take extra time to check understanding. When you speak to someone face to face you can tell if they understand you from their facial expression. With a telephone call it is important to check and check again.

On a final note it is important to make sure that your telephone line and equipment are up to scratch. Poor equipment leads to crackly or faded lines and this is the last thing your clients want to hear.