Five Common Call Center Mistakes
Article Index
Introduction
Innacurate needs estimation
Getting quotes from one vendor
Not listening in on a call
Forgetting to call references
Not discussing special needs
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Not listening in on a representative's call
Most call centers will offer you the option of listening in on one of their customer service representatives while a customer call is in progress. Not only will listening in on these calls provide you with useful information about the quality of the service provider’s scripts, but it will also let you get a feel for the personality and enthusiasm of the general employee at the call center. Which is important, because not even the best sales script can overcome an unhappy, unenthusiastic customer service representative.
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