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Ontarians are protective of their consumer rights. Amid fears of recession and ongoing inflation, transparency is one of their top concerns as they navigate the digital economy. Hence, they demand accurate, clear, timely, honest, fair, and courteous solutions.

Common Company Business Phone Complaints

A live answering service can help your customers in Ontario feel listened to and understood, reducing negative feedback and the possibility of churn. How responsive is your staff in attending to your customers’ phoned-in needs? These signs indicate that you may need the support of live agents to be on top of your business calls:

• Excessive waiting time

Unanswered phone calls and extended delays in picking up customer calls turn off leads and clients. 90% of customers can only wait five minutes after being put on hold before they hang up. Moreover, 60% aren’t willing to stay on hold for over a minute.

• Having to repeat their problems

When customer care agents ask callers to repeat their concerns, the former get the impression that they were distracted when they shared their problem the first time.

• Lack of empathy

A customer representative’s tone of voice is everything during calls. Clients may misinterpret agents who don’t sound attentive or motivated on the phone.

• Long resolution or multiple calls to resolve an issue

14% of customer churn is due to poor customer service. However, consumers appreciate it when companies can resolve their problems during their first call. The industry standard for a good first-call resolution rate is 70% to 79%. Moreover, 93% of customers expect a solution to the issue during their first call.  

4 Ways Live Call Answering Agents Can Ease Complaints

With a recent survey showing that 71% of Canadians are angry about their telecom bills, your brand should optimize every live call you receive from your customers. But how will a live call answering partner ease or prevent your customers’ frustrations? Let’s look at four solutions these service providers offer:

· Accessibility

You can outsource live call answering agents to respond to your business calls 24/7. Your agents can interact with your leads and clients one-on-one in real-time, unlike live chat agents who simultaneously juggle various conversations. Live representatives can establish personal connections through their inflection (positive language) and tone (pitch).

· Speed and effectiveness

Bots and automated services could frustrate customers because they may pose irrelevant queries. Proactive brands deploy agents who ask the right questions and listen carefully to understand the issue. They determine the fastest, most convenient solution.

· Proactive approach

The best reps go the second mile by responding appropriately to different types of clients with utmost courtesy. They also provide above-and-beyond customer service while ensuring they don’t violate company policies.
For instance, such live agents know how to handle customers who won’t stop venting until they get a “good enough” reply. They include clients looking for a handout they might not even deserve. The best agents stay unfailingly objective, use data to back up their responses, and only offer adjustments in keeping with protocol.
Also, effective live customer teams avoid mirroring customers who become confrontational and instead react politely but firmly. Meanwhile, some clients won’t accept excuses and demand premium support for paying well. A well-crafted workflow speeds up the resolution for high-roller clients.
Some callers are chronic complainers, to which reps must show extraordinary patience. When agents make things right, these customers stay with you and spread the word about your positive resolution.

· Realistic expectations

To respect a customer’s time, the most effective agents tell the caller how long they should expect to be put on hold and how much they can do for them. These reps can walk clients through the troubleshooting steps, or they may suggest the best alternative path forward, including offering a refund or replacement product.

Give Your Clients a Positive Experience by Working with OCC

On Call Centre caters to the various needs of industries nationwide, from virtual reception to bilingual call answering, emergency answering services, and more. Whether you’re an SME or a larger enterprise, you can rely on our over 50 years of service to take your customer experience to new heights. Contact us today to learn more about our live phone answering service.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.

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