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A professional customer service representative engages customers.

If you’re like me, you enjoy reading any and all articles about your profession. I recently read this article published by Nexa Receptionists entitled, We don’t just answer your calls, we communicate with your customer. There are a lot of great tips for professional customer service representatives. Here are just a couple of the most important.

1. Focus on Just Inbound or Outbound

Whereas some telephone call answering services offer both inbound and outbound, at On Call Centre focus solely on inbound. This is because inbound phone skills are completely different to making outbound calls. Our staff is made up of professional customer service representatives who take pride in the quality of their work. Each team member has a unique skill set, honed over years of delivering customer service. A service-oriented mindset for inbound (versus sales-oriented mindset for outbound) is important to keep customer satisfaction high.

2. Culturally Bilingual

Some telephone call centre services say they employ bilingual customer service agents. Although that may be true, are they culturally bilingual? Our customer service representatives are fluent in French and English bilingual and fluently multi-cultural. This subtle difference is what keeps customer satisfaction high.

To ensure your customers are happy, take the time to confirm the qualifications of your telephone call answering service. As a result, you’ll improve customer loyalty, see high first call resolution (FCR) numbers, and gain more new customers.

We’ve been providing inbound answering services to clients located in Ottawa, Montreal, and Toronto for more than 40 years. If you’re looking for an inbound call centre service , contact us. Plus, check out some of the other articles about professional customer service representatives on (NOTE: As of February 20, 2019, the original article is no longer available.)

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