There is no mantra or sure-shot methodology to enhance the overall order taking call centre processes. In fact, if you pay attention to the minute aspects of call centre functionality, you are good to go.

1. Order Taking Call Centre: Tips
and tricks

2. What is an Order taking service?
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It is a call centre facility through which the
customers can request the product that they
want to purchase. Over the phone, an agent is
available to register the details of the buyer,
the specifications of the item to be purchased
and resolve the relevant queries.

3. What are the steps of order processing?
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Order taking call centre is a hub to practice the
first Supply Chain Management stage, i.e. order
processing. It is a step-wise procedure to take
care of the consumer’s demands properly. There
is a predesigned script to be followed and the
operators perform a repeated set of actions for
maintaining consistency in the work. The
operations involved in recording orders are as
follows-

4. • Greeting the end user with a warm welcome.
• Asking for the service with a message of “How
may I help you?”
• Listening carefully to the requirements of the
customer.
• Providing information about the brand and the
requested product.
• Informing about applicable offers and discounts.
• Disclosing the amount to be paid and making
negotiations.
• Repeating the order list and adding missed
statements.
• Noting down the personal/contact details of the
purchaser.
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5. How to improve order taking services?
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There is no mantra or sure-shot methodology to
enhance the overall order taking call centre
processes. In fact, if you pay attention to the
minute aspects of call centre functionality, you
are good to go. To start with, strengthen your
regular workflow operations such as-

6. Training the operators
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You need to provide proper guidance and
supervision to your order management team.
The agents should be experienced and thus
perform their activities with high efficiency. So,
organizing training programme is a must to
ensure their level of potential.

7. Respect every customer
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There should be politeness in the attitude of your
operators. They need to maintain their dignity
while showing the courtesy to the buyers. You
would never want to wrong impression on them.
For this purpose, the needs and opinions of the
customers should be valued.

8. Be patient and control anger
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At times, the call span is longer and the end user
is difficult to deal with. In this case, the reps
should keep their calm and no lose temper.
Offensive comments should neither be
entertained nor initiated from your end.

9. Maintain professionalism
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The best way to maintain professionalism is to
automate maximum procedures of the order
taking call centre. You can provide customized
services to the consumers and incorporate
machine voices to administer the calls for a few
executions.

10. Adopt the FCR technique
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First call resolution is the strategy of solving the
customer queries on the very first attempt. The
agents need to be skilled in this technique. It
saves a lot of time and energy of both the ends.

11. Try out up-selling and cross-selling
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After the buyer has closed the deal, you can
approach them to indulge in more sales
activities. You can offer additional products to
them such as the higher-end and complementary
goods with supportive features.

12. Promote other products of the brand
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Once the orders are recorded in your database,
you can advertise other commodities dispensed
by your company. In this way, you can retain the
existing customers for a longer time and
strengthen your bond with them.

13. Distribute the feedback forms
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The last, but certainly not the least is the step to
take a review of the consumers on their
experience with your products. The output of
such forms is analyzed in the order taking call
centre so that the previous results are compared
to the present ones and the progress is
investigated. The necessary modifications are
then made to improve the quality of services.

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