Taking Messages

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Taking Messages
Have you ever received a message but have no idea what it actually said? Or perhaps someone left you a message with no telephone or e-mail to reply to, despite the comment that asks you to contact the caller.
In this lesson, we’ll look at how to take professional messages that convey all the information that the caller relays.
 
Pen in Hand
Call centers are not simple places with simple technologies. Once the phone call is complete (and sometimes before it is finished), the CCA may be busy recording a message for someone else to act on. If you have taken an order, for example, you may not be finished with your task until you have recorded the order in an inventory tracking system.
In some cases, there may also be messages that are an important component of the call – a note for someone in the Customer Relationship Management (CRM) area, marketing, or complaints, for example.
 
Effective Messages
In order to keep messages well organized and make sure they get addressed, here are a couple of points to consider:
CCAs need to have the authority to do as much as possible within their roles. They cannot be effective if, every time they speak to someone, they have to pass an additional message within the organization. If CCAs are problem solvers, sales people, and company ambassadors, make sure they have the ability to fully act within those roles, to the furthest extent possible.
For example, if staff are calling customers on a follow-up call to see how their newly tuned up car is working, those same staff need the ability to resolve straightforward problems, up to and including offering an existing customer some kind of incentive to do business again. CCAs without authority can drive a sales or marketing team to distraction if they are unable to resolve basic issues.