Positive interactions with well-trained contact centre agents. Coracall Contact Centre, Durban

NEWARK, U.K. - May 23, 2013 - PRLog -- Contact centres, such as those facilitated by Coracall – a leader in outsourcing services – may field hundreds to thousands of calls from agitated customers needing a swift solution to their problems. Resolving issues in a composed, professional manner often causes the customer to also calm down by the end of the call. What you then have is potentiality of a loyal customer and evangelist for your company or brand. When all agents adhere to etiquette guidelines, companies will gain an image of trustworthiness, honesty and effectiveness. This positive brand awareness is critical to any company’s success. Here are Coracall’s 10 tips for contact centre agent communication and etiquette excellence:

1. Be courteous: Talk with a smile, remain calm and speak clearly. Wait for the person to finish speaking before speaking.

2. Be professional:  Agents should maintain a level of professionalism throughout the entire conversation. All conversations should be in line with corporate values and goals.

3. Be respectful:  Respect involves attempting to understand the causes of the customer’s problem, realize how their problem affects their behaviour and respond with compassion.

4. Be honest: Agents must never lie or make up an answer.  If the customer’s problem is beyond their competence level, the agent should politely explain that they will transfer the customer to an employee who can better address their needs.

5. Be trustworthy:  Building trust is essential, not only for the interaction to progress smoothly, but also to build positive brand awareness for the company. Traits include truthfulness, honesty, reliability, loyalty and integrity.

6. Be confident: Confidence is extremely noticeable through calls, and is critical for any productive interaction. Speak with confidence.

7. Be competent: Agent must demonstrate a certain level of competence to adequately address the customer’s needs.

8. Be interested:  Agents must take a genuine interest in the customer’s question or concerns. This will make the process more enjoyable for both the agent and the caller.

9. Be neutral: Agents should not offer opinions or introduce their own biases into the conversation. Taking a neutral stance will allow agents to more effectively solve problems in an efficient manner.

10. Be flexible: Agents should anticipate the unexpected and be prepared to change course when necessary.

About Coracall

For further information please contact:

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.