You can see the difference: the agents are more mature, better educated, and more experienced than the average call center agent. As independent contractors, Mostly agents enjoy the self-directed entrepreneurial nature of their work, and as a result less than 25% of the agents stop providing services during a given time.Call Center
Agents have their different nature with customer, but this is must to be polite for a Call Center Agent.
The screening process must be reliable and exhaustive for a Call
Center to find the better and stable customer. Now one discussion topic for a Good Call Center
is :
Handling Abusive Callers in the Call Center
That article commented on a trend in Indian call centers toward giving agents more options in dealing with abusive callers. One Indian software industry expert who said, “Indians are by nature courteous towards foreigners, but there can be too much of a good thing and companies increasingly provide assertiveness training. If people felt in the past they had to be polite in the face of brazen rudeness, now they say, ‘I don’t think I do.’”
At call center how to handle abusive BPO customers, 10 tips from call center trainer / Team Leaders.
- Speak calmly.
- Learn to count to 10.
- Politely ask the caller to speak slowly and clearly and to lower his voice.
- Put the caller on hold for a few seconds if you need to recover your composure.
- Keep a picture that helps you to stay calm in front of you — a peaceful scene or a photo of a loved one.
- “Press the mute button and swear back,” while using “your sweetest tone” when actually speaking with the caller.
- Ask the caller to refrain from using abusive language, if that’s permitted.
- De-stress after a rough phone call — Fitter suggests yoga or breathing techniques.
- If a call continues to get worse, escalate it to your supervisor.
- Talk with your supervisor or group leader after a stressful day with difficult callers.
Most call centers face the ongoing problem of agent turnover and not having a qualified pool of talented agents available. A Good Call Center helps alleviate these problems enabling our customers to hire talented semi-retirees, home-bound, long-distance individuals as well as those that simply prefer to work from home versus a call center environment.
Customers trying to get through to call centres are getting impatient and quicker to hang up, a survey suggests.
For More Informations
Call Centers India Inc.
Posted by: Sales & Marketing Team
