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Emotional Intelligence: The Customer Service Super Star - Ruby Receptionists - ContactCenterWorld.com Blog

Emotional Intelligence: The Customer Service Super Star


In any role where you communicate with others, emotional intelligence is the name of the game. When everybody has a cell phone, and we can interact with people at any time of the day, it’s harder than ever to stand out from the crowd and make an impression where it counts. This is particularly the case over the phone. Emotional intelligence allows you to take what could be a generic, forgettable conversation and turns it into something memorable and compelling.

Emotional intelligence is defined by the capacity to be aware of, control, and express one’s emotions; and it’s the key to standing out.

Why?

Because emotions are contagious. How you interact with others—whether they’re a client, a customer, or co-worker—determines how that person will feel about you, and the company you represent.

When you yawn, I yawn, and when you’re enthusiastic, I’m enthusiastic! It’s shown that, in conversations, we often mirror each other’s tones and postures. In a situation where you can’t see someone’s posture, your tone becomes even more influential. Your emotions bleed into a conversation and set the tone, and it’s up to you to decide what that tone is. In Daniel Golman’s book Emotional Intelligence: Why It Can Matter More than IQ, he lists five categories of emotional intelligence that can impact the success of any interaction.

Self-Awareness

When you’re working in customer service, self-awareness is critical. This skill translates into an awareness of how your actions (i.e. speech patterns, word choice, tone, etc.) impact those around you.

If your tone and word choice are courteous, customers are much more likely to accept a gentle “no.” This awareness gives you the power to defuse what could be a tough conversation into something more productive and pleasant.

Self-Regulation

Those skilled in self-regulation can listen to a complaint and react without lashing out or making a  rushed, emotional decision. Self-regulation allows you to stay calm, hold yourself accountable, and adapt to new situations.

When a caller is being indignant or rude, remember there could be a dozen reasons for their behavior. Perhaps their car broke down, or they have a sick family member in the hospital. A phone conversation can take on many different paths, but in the end, every caller just wants to be heard and understood. As a receptionist, or in any customer-oriented role, listening is your primary job.

Motivation

Motivation requires clear goals, a positive attitude, and high standards for quality. This category of emotional intelligence requires:

  • You know why you’re doing your job (e.g. having the conversation, solving the problem, etc.)
  • You’re committed to doing that job
  • You’re willing to take the initiative

It’s your responsibility to turn “what do you need” into “how can I help you.” Excellence in customer service requires a dedication to providing the customers with what they need.

Empathy

The ability to empathize with how other people think or feel is one of the most recognized requirements for delivering excellent customer experiences. That doesn’t mean it’s easy. It requires being service-oriented, the ability to put yourself in someone else’s position and the capacity to genuinely respond to feelings.

Empathy facilitates trust, and it’s one of the surest paths to connecting with customers. Phrases like “I can see how this would be frustrating, let me see how I can help” can turn a conversation around. You want to tell your callers “I sympathize with your plight. I understand your frustrations. I want to help.”

People Skills

Social skills, or people skills, is a broad term that essentially boils down to your ability to take that self-awareness, self-regulation, motivation, and empathy, and use it to drive your interactions with other. People skills include your ability to communicate clearly, resolve conflicts, build bonds, and collaborate.

When you use the above skills, you’re more easily able to WOW even the most demanding customers. The good new is, emotional intelligence can be practiced and improved!

Next time you’re on the phone:

  • Observe your own reactions—How do you respond to people? Do you rush to conclusions? Are you really listening?
  • Try to imagine yourself in their place—How would you feel? Can you sympathize?
  • Examine how your action effect the people around you—Do they leave the conversation feeling better about the situation?

Regular self-reflection will help you to boost your emotional intelligence, increase your confidence, and improve the impression that you leave on others!

Source: http://www.callruby.com/the_watercooler/2016/08/emotional-intelligence-the-customer-service-super-star/

Publish Date: August 16, 2016 5:00 AM


2020 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

5.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

6.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

7.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

8.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

9.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

10.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

11.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

12.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

13.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300

14.) 
Eckoh

Contact Center Support
Third Party Contact Center Support that helps you maintain legacy systems even after vendor has declared end-of-life. Maximize your ROI and get a better support service.
Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300

15.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
PH: 800-233-8811

16.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
PH: 1-800-900-4238

17.) 
ITM Marketing, Inc.

Customer Engagement BPO Solutions
Our agents average 4.5 years of employment with ITM. Our clients enjoy the same agent team year after year. Ask us how we do it!

Working in a variety of industries, ITM provides inbound and outbound customer care, lead generation, lead qualification, sales and ecommerce utilizing the complete omni-channel... voice, chat, email, sms, social, IVR, bots and more.

PH: 330-878-1700

18.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +639178201635

19.) 
Magellan Solutions Outsourcing Inc.

Magellan Solutions Call Center
Magellan Solutions Outsourcing Inc. (Magellan Solutions) is a global leader in delivering stellar customer experiences and back-office support. It is now one of the leading inbound call center and BPO solutions providers in the Philippines, offering a comprehensive suite of outsourced voice-enabled customer care call center services, outbound and lead generation, back-office and data processing solutions to organizations from around the world. We are privileged to introduce to many of our clients the Philippines as a top outsourcing destination country.
PH: 0888 619 9585

20.) 
Matchboard

Contact Center Outsourcing
Matchboard represents a vetted community spanning more than 200 contact centre outsourcing locations across the Philippines, South Africa, Fiji, India, the UK, Australia and New Zealand.

Services covered include customer care, technical support, collections, sales, lead generation and appointment-setting, and operating hours cater to 24x7 needs, as well as clients who just want business hours of after-hours service.

We cover English as well as all major European, Asian and African languages.
 
Page: 12



View more from Ruby Receptionists

Recent Blog Posts:
Webinar: The Secret to Attracting and Retaining CustomersOctober 12, 2016 5:00 AM
What Does it Mean to Be a Customer Service Champion?October 5, 2016 5:00 AM
3 Overlooked Soft Skills that Set Your Customer Service ApartSeptember 15, 2016 5:00 AM
WOW Customers by Delivering the UnexpectedSeptember 13, 2016 5:00 AM
Emotional Intelligence: The Customer Service Super StarAugust 16, 2016 5:00 AM
Webinar: The Insider’s Guide to Hiring a Virtual ReceptionistAugust 11, 2016 5:00 AM
How Consistency Carves a Pathway to Legendary ServiceAugust 9, 2016 5:00 AM
Webinar: How to Create Raving Customers that Grow Your BusinessAugust 4, 2016 5:00 AM
Before the Phone Call: How Content Marketing Can Help Build LeadsAugust 2, 2016 5:00 AM
8 More Telephone Touchpoints for Delighted CallersJuly 19, 2016 5:00 AM

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