Top qualities of a sensitive call handling agent

Top qualities of a sensitive call handling agent

Any job that involves taking and making customer calls requires excellent customer service agents on the phones, but within a care industry such as support for funeral businesses, it is critical. Customer acquisition and retention rely on the contact the customer has directly with your team as this is the first real idea they have of how the company sees and values customers during difficult times. Here are some of the behaviours an excellent call centre agent will demonstrate within these areas to help you to ensure that you are making the right decisions for your business.

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The importance of being 'human' in funeral call handling

The importance of being 'human' in funeral call handling

When you're handling calls relating to funerals, being 'human' can go a very long way. It might seem obvious, especially when calls are sensitive in nature. However, sometimes the stress of the situation, the volume of calls taken and the need to get the call right means it can at times start to feel robotic. It's important to remember that every call you take is a new person with a new level of grief and emotion. They're not just a phone number on a sheet. It's a difficult time fraught with complex feelings and often requires a greater level of sympathy and support

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5 reasons to use a telephone answering service to take your customer orders

5 reasons to use a telephone answering service to take your customer orders

As technology continues to evolve, an increasing number of businesses are turning to online forms for customer transactions, rather than providing a telephone answering service. However, although this may seem like an easier way to increase your orders, it can actually prove to be quite problematic. These are some reasons why a telephone answering service is a much more effective option.

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How to Create a Healthy Work and Life Balance

How to Create a Healthy Work and Life Balance

In the fast paced world we live in today it can be hard to not take your work home with you. With the evolution of the internet everyone seems to expect businesses to be open twenty-four hours a day and seven days a week. Potential or existing customers want answers to any questions or problems they have with your business immediately. This can take its toll on anyone especially a small business owner that is trying to keep their work separate from their home life. 

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How to outsource your funeral calls – a step-by-step guide - Part Two

How to outsource your funeral calls – a step-by-step guide - Part Two

The most powerful and essential stage of any on-boarding is managing the expectations of what is and isn't possible. Live call listening is a great leveller. And, in most cases It proves our team, knowledge and experience to be far beyond the preconceived thoughts of the participant.  

From here we sit down with a big piece of paper and sketched out the first call process, the procedure for chapel visits, how to respond to arrangement requests…

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The secret to saving a funeral arranger's time, and headache!

The secret to saving a funeral arranger's time, and headache!

When on my travels meeting Funeral businesses, and those who provide services to the funeral business, I am regularly astounded by the amount of innovation and problem solving within the industry. That’s what happened when I met Tom Harries; a recent graduate who had seen and seized on opportunity with an inspirational amount of gusto

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