The very nature of call center success is rooted in effective communications.

It’s much more than simply speaking with customers and answering their questions. It also involves processing information and conveying timely solutions. In fact, in a recent survey, 78 percent of consumers said a competent service agent was the most important part of their customer experience.

Here are four communication skills essential for call center success:

  1. Active Listening

Effective listening allows callers to feel acknowledged, promotes cooperation and minimizes misunderstandings. This can significantly improve how call center agents interact with customers and how customers view a company.

  • Active listening can be developed with the right training and practice.
  • Effective listening helps build stronger relationships, leads to learning about customers’ opinions and needs and reduces confusion.
  1. A Positive Attitude

No matter how upset a customer might be, call center agents must keep a positive attitude. Using upbeat language that reflects confidence in finding a solution, without sounding phony, reassures callers and encourages sustained loyalty to a brand.

Friendliness matters in consistently projecting a warm, competent image.

  • Patience and a willingness to help. These attributes not only assist agents in attending to callers, but also in cooperating with their co-workers to achieve business goals.
  • A positive attitude results in better customer response and long-term loyalty. It helps solidity and build a company’s reputation. One satisfied caller leads to many more.
  1. Empathy

A frustrated customer needs attention and reassurance – and even the most satisfied callers require thoughtful attention. This means showing concern for timeliness and quick delivery, as well as consideration and respect for each individual customer’s needs.

  • Empathy is achieved in not only what an agent says to a caller, but also in how they say it.
  • Empathic agents put themselves in the customer’s shoes. They connect with people by making a statement that conveys understanding and paraphrasing the customer’s own words to illustrate this – whether not they agree.
  1. Conflict Resolution

Conflict is inevitable in a call center setting. If it is not appropriately resolved, it can have a damaging effect on business success.

  • Not all conflict is bad. Functional conflict can improve the decision-making process and drive innovation. Some functional conflict is actually necessary for a call center to run optimally.
  • Dysfunctional conflict hampers success. Collaboration – being assertive and cooperative – and compromise are essential. They enable agents to address the core issues, rather than the symptoms of conflict. It’s crucial to be able to find common ground.

For additional tips on building communication skills, turn to the StaffMasters team of professionals. We’ve specialized in call center business success for more than three decades. Read our related posts or contact us today to learn more.


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