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Worst call ever’ competition: put your own oxygen mask on first - Future People - ContactCenterWorld.com Blog

Worst call ever’ competition: put your own oxygen mask on first

The entries into our ‘Worst calls ever’ competition literally made us laugh and cry. And, it became evident it can sometimes be a mighty tough gig working on the front-line in a contact centre, dealing with such a broad spectrum of society of which individuals all have different ‘stuff’ going on in their lives.

In our ‘worst calls’ customers can come across as angry, sad, distressed, and sometimes slightly mad forcing the front-line to moonlight as councillors; and face abuse, sexual innuendo and prejudice.

What stood out from these stories was the importance of equipping your front-line to deal with the emotional aspects of their role, not just managing how customers feel but their own feelings in relation to the broad range of people and situations they deal with every day – we’ve all heard a flight attendant to tell us to ‘put your own oxygen mask on first’ before we can help others and nowhere is this more important than on the front-line.

The overwhelming majority – 82% of our competition entrants felt training in Emotional Intelligence could have assisted them in handling their ‘worst call ever’.

Click to see our contact centres Emotional Intelligence training offerings.

The winner of the iPhone 6 harrowing entry who chose to remain anonymous.

An additional prize of a $100 pre- paid Visa card was awarded to Robin Ford for funnies call. 

Thank you to our participants and congratulations to our winners!

Source: http://www.futurepeople.com.au/worst-call-ever-competition-put-your-own-oxygen-mask-on-first/

Publish Date: April 22, 2015 5:00 AM


2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 



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