By Steve Brubaker, InfoCision Chief of Staff
One of the hardest jobs for any contact center manager is getting a large team of agents to strike the right tone when engaging with customers. It takes a tremendous amount of communication and coordination for this to happen and oftentimes this training needs to happen very quickly — in hours or days, as opposed to weeks.
Why is tone management so important for contact center agents? It’s critical for establishing consistent customer interactions. While agents will naturally have different voices and styles, tone can is one variable that can be monitored and controlled for quality purposes.
Tone, in this case, can be referred to as the combination of an agent’s speaking speed, attitude and pitch. Think of it as the overall feeling that a customer will experience when interacting with an agent.
Selecting the right tone can be somewhat tricky though, as it can vary from department to department. An inbound contact center team, for instance, may choose to maintain a tone that is polite and friendly, but focused on solving interactions quickly so as not to waste time. Conversely, an outbound team that is focused on boosting donor contributions may opt for a tone that is chattier and more engaging. Tone, in other words, is a tool that can be sharpened and refined to drive specific results. There is no “blanket” tone that works 100 percent of the time.
At InfoCision, we approach this challenge by first analyzing the unique demographics that our customers are trying to communicate with. We use data and insight to get a clear picture of who Communicators will be speaking with over the phone, what they will be trying to accomplish and how to best approach each conversation.
Then, we take this insight and use it to craft custom scripts that agents can learn and perfect.
All InfoCision Communicators, it should be noted, are specially trained to display professionalism, patience and cheerfulness regardless of the setting they are working in. We also teach active listening, which helps our Communicators pick up on important details that could be used to help the customer, or even upsell down the road.
We also understand that agents are only human, and may change their tone from time to time for a number of reasons that are beyond control. For this reason, we closely monitor our Communicators and coach them as they go along, providing tips and insight when it’s needed. We view ongoing training as an integral part of the contact center.
It doesn’t hurt, either, that we have the best Communicators in the field, who naturally come to work feeling great and ready to help our customers.
To learn more about how InfoCision can help your contact center, click here.