Communication is Key in Call Centers, Here’s Why

When we think of call center agents, what comes to mind is an image of a well-spoken person, who can easily engage in conversation. But what happens when an agent has a lack of communication skills? The  importance of communication is highlighted in our everyday interactions, but the stakes increase when working in the BPO industry.  Studies show that 86% of consumers stop engaging with a company because of a bad customer experience and afterwards, 89% will avail of a competitor’s services instead. If they have difficulty in communicating, call center agents could be the biggest detriment to one’s business. Given this, what can they do to improve their communication skills ? Here are five helpful tips.

Don’t be afraid to use technology as a tool

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The term “call center” instantly implies that support is being offered through the phone. However, in this digital age, BPOs have improved customer service by opening up new platforms to converse with callers. Therefore, the modern call center agent must now be a master in communicating through multiple channels, from social media and instant messaging to e-mails and video calls. This may sound difficult to manage, but by making the most of technology, you’ll have top-notch conversational skills in every form.

While it can be overwhelming to be constantly shifting through platforms, with applications like Hootsuite or SocialFlow you can now manage all those messages with ease. More than that, advanced call center software can provide agents with quick access to pertinent information about each incoming client. This means you’ll be able to see vital details, such as previous orders and chat transcripts, that will help you in giving each call a personal touch.

Always be prepared

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There’s nothing a caller hates more than being put on hold. To them, the few minutes you spend trying to locate their information, or asking your supervisor for the answers, can seem like a lifetime. However, this can easily be avoided through preparation. Knowing what exactly the caller needs and how to respond, even before picking up the phone, is your key to securing success. Worry not, you don’t have to be a mind reader to do this.

Again, there’s call center software you can utilize to anticipate who a caller is and the reason they’re calling. As for quickly providing the right response, you should be constantly reviewing company protocols and guidelines. From there, get extra familiar with common questions and processes for troubleshooting to speed up your replies. Above all, if there’s really something that you don’t understand, it’s better to ask beforehand. Don’t wait to encounter the problem prior to knowing the solution. One of the benefits of a healthy call center workplace is that they’ll be more than happy to provide whatever support their agents need. So, if you really want to improve your communication skills , don’t be shy and stay prepared.

The  best way to communicate is to listen

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While communication is a basic call center agent skill,  people often forget that it’s also a two-way street. An agent that speaks well is a dream, but it can instantly turn into a nightmare when they don’t know how to listen. Sometimes, you may be thinking you’re providing swift solutions by jumping into the answers you think a caller is looking for. What you’re actually doing is making the person at the end of line feel cut off, or misunderstood. The same goes for your interactions with supervisors and officemates. While you may be eager to act on things, it’s important to establish positive relationships by making those around you feel heard. Otherwise, others can easily interpret an inability to listen as a failure to follow direction, putting you in a bad light.

Turn your experiences into meaningful conversations

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Most times, the best place to begin a conversation is through common experiences. It pays off to have a life outside of work. By expanding your interests, you’re also broadening possible talking points you can use in both personal and professional interactions. More than that, playing up similarities can be a great way to get on someone’s good side, or to ease the tension. Instead of putting your customer on hold, or staying in an awkward silence, pick up on “clues” or “hints” to get an idea of a caller’s context. If a caller is cranky from a long commute, respond by relating. Tell him you’ve also experienced tiring travels to work, so you completely understand his situation, and will do your best to resolve the problem as soon as possible.

Still feeling shy? Warm up by speaking to five new people everyday, without being introduced. Not only will this help you hone your skills in communicating as a call center agent, you can add these encounters to your roster of interesting conversation topics. Spark up small talk with an old lady on a bus, or invite that one co-worker you’ve never had the chance of meeting for a quick chat. It could seem daunting at first, but not only are you increasing your call center competence, you’re also making  genuine connections.

Always give your undivided attention

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According to the National Center for Biotechnology Information, a person has, on average, the attention span of 8 seconds. Given this, it’s completely understandable to get distracted during a conversation. However, callers will not accept such an excuse. Always give 200% of your attention, because no one likes talking to someone who is disengaged. To minimize disturbances, clear your space of any items that could steal your focus. Keep your phone on silent and lock it away during work hours. Move desks if you can’t stop staring at your cute officemate across from you.  After all, imagine how frustrated you would be if someone asked “if you could repeat that” multiple times.

To wrap it up, the call center industry is a highly competitive one. There’s no room to be cautious and coy. If you want to excel as an agent, don’t hesitate to put yourself out there. Whether you’re searching for solutions or just looking to improve, take the initiative. Most importantly, an agent with great communication skills understands that it’s not just about having the perfect pronunciation or impeccable grammar. Communication means understanding another’s context, igniting real connections, and building valuable relationships.