It’s a famous expression; you only get one chance to make a first impression. For many businesses, their call centre is the first point of contact for new and potential customers. As such, the first impression cannot be understated and all efforts should be taken to ensure it is a positive one. Here are 4 ways that your call centre can create outstanding first impressions.

1. Minimise wait time

The first way to ensure a positive first impression is to answer the phone as quickly as possible. Keeping customers waiting for a long time creates an immediate barrier between you, creating an instant sense of negativity. Also, if a call does take a little while to answer, always apologise for the wait upon answering. It can go a long way.

2. Use a professional greeting

Your business should have a consistent, friendly and professional greeting that is used by all staff at all times. It creates a sense of continuity, so customers always know they are through to the right place, but also sets the tone for the conversation.

3. Smile

Often, people make the mistake of not smiling while on the phone. While customers can’t, of course, see you they can actually hear the smile in your voice. Smiling while you talk instantly gives your tone a lift and makes you sound friendly and more welcoming.

4. Be human

You should always speak with genuine human emotion, to put customers at ease right away and create a strong impression. Display kindness, sympathy and compassion as required. If necessary, you should also adapt the way you convey information to suit the needs of the customer as an individual. These human responses make the call personal to each individual and are a surefire way to leave a lasting impression.

If you want to ensure that your company creates the best possible first impressions then consider outsourced customer service. At Frontline, we specialise in providing a professional contact centre service, with outstanding staff who can adapt to your business. To find out more about our 24/7 service contact us today.