In customer service, the importance of listening actively to customers is often understated. When service reps fail to pay attention to what customers are trying to communicate it leads to frustration and dissatisfied customers. In a call center, listening is even more important as there are no visual cues to help the service rep decode what the customer is trying to say. Continue reading Hilarious Call Center Recording – Computer Problem
I recently stumbled upon this call center recording between a really frustrated customer & an agent. This is a good example of an organization literally driving their customer nuts!
If you are a call centre representative, you’ll at some point find yourself assuming the roles of company representative, marketer, solutions expert or counselor – sometimes it can happen all at once – in one call.
These challenges aren’t for everyone; it takes certain skill sets and qualities to be an effective/ideal employee in a call centre. Here are a few basic skills you should have (or develop)to excel in your career as a call centre agent