Being a contact center agent can be extremely hectic. Amidst fielding calls, finding solutions, answering questions and entering data, it can be easy to lose sight of the premier task at hand: helping customers solve their problems quickly and free of frustration. Regardless of how chaotic the business day gets, the No. 1 priority should always be high-quality customer care.
Making sure that agents listen actively to their customers can help ensure this critical objective is met. While agents are provided with a script to guide their customer exchanges, they must also be attentive to their callers, paying attention to small details and listening for cues in the conversation that can help them better resolve customer issues.
One of the best ways agents can demonstrate that they are actively listening to customers is to give them feedback. This can be done by restating and rephrasing things the customer says, summarizing their points and asking clarifying questions. The benefits here are twofold: First, such feedback reassures customers that they are being listened to and understood by an agent who is present and in the moment. In fact, according to a survey conducted by Hello Operator, this form of repeating was listed by customers as one of the best ways for agents to show them they really care. Second, by restating information and asking questions, the agent can iron out any points of confusion or miscommunication and make it easier to solve problems.
Working in a contact center can sometimes feel like an endless stream of tasks. To provide the best customer service possible, however, agents must slow down, take a deep breath and focus on actively listening to their customers. Doing so will make it easier for agents to resolve issues and make customers feel valued. Then you can accurately avow that your contact center provides high-quality customer care.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.