A lot of companies nowadays have been scrambling for their customer’s feedback to know exactly what they want and expect.  In a call center environment, people call in for the mundane requests or complicated feedback.  It’s always the same – they NEED something from us.

As agents, depending on what stage you are at, you will normally answer the call as if it was just a job.  The new ones are those that keep it genuine or if not, since experience is minimal, they don’t help the customer at all.  It’s really quite simple.  Seriously, we don’t really need any high end system or a group of people to analyze all the data.  Ok ok, don’t get me wrong here, but I’m not bashing those people whose job is to analyze the data and crunch numbers.  Believe it or not, that’s my job as well. But, again it’s really SIMPLE.

GENUINE CONCERN FOR CUSTOMERS.  That’s it.  Nothing much really.  If you inculcate into the agent’s brain that their job, like everyone else in a call center, is to keep customers happy and help them out.  Listen to them.  Find out what they need. Resolve it.  End the call.  Tone is also very important.  We have to sound we are ready to help them out.  If anyone on the other side of the line just wants to help, then you’ve hit the jackpot.

So – everyone there answering the phones.  Just try it out.  Forget about the metrics for a call or two and just help out the customer.  Follow the guidelines of course but that should be part of it.  Answer with a smile.  You’ll be surprised that everything else will fall into place.  And if your company gives out surveys, you’ll also find out that you’ll get a very high score.  Now – let’s just do it and be consistent.