There are many call center agents
out there, but which one is best for your company’s needs? This is an important
question to ask, and to answer it correctly, you need to know the ingredients
that make a call center agent effective.
Critical Thinking
Call centers often employ scripts
to help chat agents solve problems as quickly as possible, but there are times
when the script simply doesn’t fit the question. Agents then need to have
critical thinking skills for these times so that they still appear
knowledgeable and can prevent customers from getting frustrated.
When the tide turns and customers
get angry with your company, it’s important to have call center agents who can
show empathy. Not only can this help calm the angry customer down, but it shows
them that your company truly cares.
Since agents are not in-person
when talking to customers, showing empathy can be hard. It’s not impossible,
though. Using the right words and phrases, for example, can help express
empathy. Agents can placate a customer’s anger by using phrases like “I
understand,” “I can’t even imagine,” and “If I were in your position”.
Having positive interactions with
customers is the cornerstone for many successful businesses. When you hire chat
agents with the right skills and build upon those skills even further, you can
start establishing lifelong connections with customers.
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