How to release a customer using hot keys?

Asked By Kylie Smith 0 points N/A Posted on - 09/04/2011

Hi,

I'm working in a call center, I just want to know how can I release or drop a very annoying customer using computer hot keys. Since, our quality assurance specialists are really vigilant in looking for agents who release or drop customers, since they can see everything that we do. It would be helpful if the quality assurance specialists wouldn't know that I dropped the customer using computer hot keys. Thank you.

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Answered By Martin Jacob 0 points N/A #121555

How to release a customer using hot keys?

Hi,

Releasing and dropping a call is a no in call center. This is red flag in call center industry. You will either reprimand or worse thing happen is you will get fired.

 

The best way to deal with very annoying customer is to let the customer speak out. What you need to do is just hear them and put them on hold to cool things down. After customer was on hold for a couple of minutes, then you will have your control back. Straight forward to the problem and find solutions very quick. Ask numbers of questions that will spin the momentum back to your control.

 

• Apologize if necessary and acknowledge their frustration, anger and their sensitivity of the service you offer by your company.

 

• Their like this because they are not so happy with the service, you as call center agent needs to turn this things around into your favor.

• Hot keys to release of drop the call of a very annoying customer is not the same as the other company's format. They way they set-up there Avaya phone, web phone, transfer keys, drop, transfer button and other important functions using the system of a company.

• As what I know (heard) in my company, "which I haven't done this yet" is to press the release button and or line 2. This drops the call and you are ready to take another prospect annoying caller.

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• Posted on - 09/04/2011
• Question Category: Quality Assurance