Do You Really Need ‘Passion’ in Your Contact Center?

By Steve Brubaker, InfoCision Chief of Staff

Most customer service experts today will tell you that “passion” is one of the most critical elements that a contact center can have. But what exactly does it mean to be passionate in a contact center setting?

Passion, in this sense, refers to the attitude of your customer service employees. The idea is that if you fill your contact center with people who are excited and enthusiastic about customer service, and their roles as customer communicators, it will result in higher satisfaction ratings and improved sales.

Just recently, for instance, we saw what passion can do for a team when American league MVP Jose Altuve  –  the smallest, but most exciting players in baseball — helped launch the Houston Astros to a World Series title. His constant enthusiasm, and love of baseball, helped elevate the Astros to a much higher level. As Altuve proved, passion can be highly infectious — and it can galvanize a team and make them much more effective.

Here are some more benefits to hiring passionate workers:

Better conversations: Think about what it’s like talking to someone who is upbeat and in a good mood, versus someone who sounds grumpy. When the person you are talking to sounds passionate and like they truly want to help you, it results in a smoother and more pleasant conversation. The tone of an agent’s voice, as well as their energy and enthusiasm, can go a long way in shaping the direction of a conversation. A good rule of thumb is to trust your gut feeling when interviewing employees. Go for customer service employees who are easy to talk to, and upbeat.

Remember also that the people answering your phones will literally be the voice of your brand. What do you want your brand to sound like?

Faster resolutions: Passionate and friendly-sounding agents also serve another purpose: They help resolve customer issues faster. An agent, after all, can be one of two things — a road block, or a fast-late to issue resolution for a customer. If an agent and a customer get off on the wrong foot, it can result in an argument, an escalation or a hang-up. And none of these are desirable outcomes during a customer interaction.

Stronger teamwork: Going back to the Altuve reference, teamwork is imperative for success in a fast-paced customer service setting. Workers need to be comfortable communicating and relying on one another to solve problems. No customer service agent should be an island. People who are passionate about their jobs are usually much more willing to help others and solve problems as a group.

 

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