Phone Operator Goals and Objectives Examples
Answer all incoming calls within 3 rings.
Greet customers in a friendly and professional manner.
Resolve customer inquiries and complaints in a timely and satisfactory manner.
Offer alternative solutions to customer issues.
Maintain an accurate and up-to-date database of customer information.
Provide accurate information about services, products, and policies to customers.
Handle multiple calls simultaneously while maintaining quality and efficiency.
Update customers on the status of their requests or orders.
Follow up with customers after resolving their issues to ensure satisfaction.
Keep accurate records of all customer interactions.
Handle sensitive information with strict confidentiality.
Adhere to company policies and procedures regarding phone usage.
Proactively identify opportunities to improve customer service.
Promote products and services to customers when appropriate.
Meet or exceed performance metrics for call volume, response time, and customer satisfaction ratings.
Demonstrate excellent communication skills, including active listening and clear speech.
Manage customer expectations effectively.
Maintain a positive attitude and professional demeanor at all times.
Attend training sessions and stay up-to-date on industry trends and best practices.
Use technology effectively to manage calls, customer data, and other tasks.
Actively participate in team meetings and contribute ideas for improvement.
Develop a thorough understanding of the company's products and services.
Take ownership of customer issues and follow through until resolution is achieved.
Provide accurate billing information to customers when requested.
Work collaboratively with other departments to resolve customer issues.
Continuously monitor call quality and take corrective action when necessary.
Stay calm and composed under pressure or when dealing with difficult customers.
Identify and report any technical issues with phone or computer systems.
Maintaining a positive image for our company amongst customers.
Foster teamwork and collaboration within the phone operator team.
Encourage feedback from customers so that we can continue to enhance our level of service.
Deliver excellent customer service with confidence, speed, empathy, and competence.
Ensure the availability of contact center services as per agreed SLAs.
Work towards achieving KPIs for various contact center metrics – FCR, AHT, ASA, CSAT, etc.
Responsible for handling queries independently by using standard guidelines and SOPs.
Handling customer escalations with diplomacy, sensitivity & tactfulness.
Solve customer problems by troubleshooting issues and guiding them through a solution.
Attentive listening, giving time to understand questions/issues.
Reflecting the brand personality while talking to the people over the call.
Help/assisting customers holding for longer durations to reduce waiting time anxiety.
Following up on customer enquiries not immediately resolved.
Manage administrative duties related to the phone operator role efficiently.
Ensuring that all information provided is accurate and up-to-date.
Managing high volumes calls without compromising on quality in terms of courtesy, efficiency and effectiveness.
Maintaining outstanding levels of customer satisfaction scores consistently.
Handle sensitive information with care ensuring compliance with data protection rules.
Providing technical support over the phone.
Utilize the appropriate tone of voice during every interaction.
Enhance individual performance by identifying personal limitations and working towards improving them.
Suggest process improvements for better efficiency and customer service quality.
Monitor queue and track inbound calls in queue.
Analyze reports/metrics/data to identify trends and areas of opportunity.
Perform necessary research to provide solutions.
Provide customized recommendations as per the needs of the caller.
Share constructive feedback with team members regularly.
Strive for first-call resolution.
Accurate documentation of interactions with details like date, time, name of client, nature of complaint/suggestion/feedback/compliment, outcome of interaction etc.
Review scripts and updates to keep updated with changes in product/service features/benefits.
Deliver high-quality work which complies with defined standards/processes/policies.
Collaborate with other business units/departments as needed.
Strive for continuous learning through trainings/webinars/online courses etc.
Escalate issues promptly if they cannot be resolved at your level.
Provide outstanding customer service in accordance with organizational standards.
Attend staff meetings/training sessions/team building events as required.
Handle special cases (VIP customers) with utmost care.
Report daily statistics related to call volumes/duration/wait times/hold times etc.
Participate in cross-functional teams/chats/groups for regular updates.
Use innovative problem-solving techniques when encountering complex issues.
Support departmental goals by achieving individual targets/KPIs.
Demonstrate flexibility in adapting to changing Customer requirements/Trends/Processes/Procedures.
Take responsibility for achieving personal development goals/targets.
Ensure confidentiality about customer account details/information shared during calls/conversations.
Actively engage in knowledge sharing across teams/departments/domains.
Be open to constructive feedback from leads/managers/co-workers/customers for growth.
Demonstrate ownership and responsibility towards assigned tasks/projects/goals.
Adhere to security/cybersecurity protocols/procedures laid out by the organization.
Follow Call Center etiquettes i.e., avoiding background noise or unnecessary chatter over calls.