In order to open the door of success, companies try hard to make reliable products. High order cancellation rate is the factor that drives the business owners up the wall because it makes a negative impact on the company’s bottom line.
Usually, customers cancel the orders when they have product-related queries. To prevent the cancellation of orders, it is suggested to approach any reputed order taking call center.
If you are wondering how order taking call centers can reduce the order cancellation rate, we would like to reveal the tips that they often tell to customer service agents in order to secure the business’ bottom line. So, take a look:
1. Never ask the provided information
Because of some general queries, customers make contact with the company so that they can get the required product-related information. But when agents make patrons repeat the provided information, the problem of call hang-ups arises, which as a negative consequence, increases the probability of order cancellation.
Order taking call centers always make certain that the customer data like name, shipping address, etc. is up-to-date. However, agents sometimes get careless and don’t go through the database during the customer interaction. Consequently, it results in the deliverance of average support service.
Therefore, support agents are told to never ask the common information from customers during the interaction. Apart from the high order cancellation rate, there is one other disadvantage of making customers repeat the information; ‘Reduced CX levels.’
2. Hold your nerve
Do you know why most of the business owners avail order taking services from US BPO companies? ‘To ensure that customers’ queries get solved to the perfection.’ BPO organizations also train customer service reps appropriately so that better solutions could be delivered.
Regardless of getting top-notch training, support agents sometimes get indulged in an argument with customers, which increases the order cancellation rate and makes a negative impact on the brand image.
The reason behind quarrels is that customers sometimes ask the same question over and over, thereby, support agents lose their temperament.
From the business’s point of view, customer satisfaction matters at the end of the day, therefore, order taking call centers often remind support agents to hold the nerve during the support service interaction.
3. Give the resolutions firstly
For the better business growth, cross-selling and upselling are paramount. However, when support agents startcross-selling or upselling at the start of the conversation, customers are more likely to disconnect the call, which, in turn, leads to a less number of successful orders.
Generally, customers seek a reliable and prompt resolution when they make contact with the company. After knowing the merits of other products by support agents, customers often get confused and drop the idea to place an order. Because of this, the hassle of low-profit levels comes out.
In order to secure the business’s profitability, customer service reps are instructed to put more focus on solving product-related queries instead of doing upselling or cross-selling.