Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

3 Reasons Why Emotional Intelligence is Important in Call Centers - SelectVoiceCom - ContactCenterWorld.com Blog

3 Reasons Why Emotional Intelligence is Important in Call Centers

 

Emotional intelligence is defined as the skill of discerning your feelings and that of others, and using emotional cues to guide your own behavior, thoughts, and decisions.

For business-owners who are running a call center, having emotional intelligence is important.

For one thing, you are dealing with many people day in and day out. You will need to have empathy and the ability to understand them in order to build and maintain positive relationships.

Here are 3 reasons why emotional intelligence is essential in running a call center.

1. Keeping Your Customers Happy

As a business-owner with representatives that receive calls from your customers, you want to make sure that your customers will have great experience when contacting your company.

That means you will need to know what makes them happy and what will likely make them angry.

By having the ability to empathize with your customers can help you work out action plans that can manage hold time, speed up processes, and make an effective call flow.

Furthermore, you will need to find ways keep your callers engaged, address their complaints efficiently, and turn an ugly experience around.

In addition, if you are running an outsourcing call center company, you will not only be responsible in dealing with callers but also with client companies who avail of your services.

They are your customers too.

Therefore, you will require emotional intelligence to meet or exceed their expectations of your services, to communicate with them openly, and to anticipate their ever-changing business needs.

2. Managing Your Representatives

Another area in operating a call center that emotional intelligence is necessary is with the people who are working for you: your representatives.

They are the engine of your business because they interact with your customers on the phone daily.

Moreover, they are expected to meet key performance targets such as customer survey ratings, average call handling time, or sales quota.

In the case of outsourcing call center company, they are asked to not only follow the rules of your business but also the specific guidelines given by your clients.

Crucially, you will need to use emotional intelligence to keep them motivated to perform all the tasks that they are given.

3. Ensuring a Thriving Workplace

Lastly, emotional intelligence is instrumental in keeping a thriving workplace.

For example, your call center representatives experience burn-out on a daily basis in dealing with emotionally-draining conversations and irate customers which can lead to high attrition, tardiness, absences, and poor performance.

Thus, you need to be sensitive in knowing their current disposition so you can do something about it such as coming up with exciting activities, contests, games, and programs.

Moreover, establishing a great organizational culture with your supervisors and managers will also require emotional intelligence.

They will be responsible in directly dealing with the various issues that your representatives are facing at work.

Empathizing with your frontline employees, knowing their needs, and working with the members of your leadership team can make you effectively cultivate a culture that keeps your workplace environment positive and productive.

Conclusion

In managing a call center, you will be spending much of your time thinking of ways to better serve your customers, your representatives, and your leadership team. Possessing a well-developed emotional intelligence will help you turn it into a successful organization.

Source: http://selectvoicecom.com.au/3-reasons-why-emotional-intelligence-is-important-in-call-centers/

Publish Date: October 10, 2017 5:00 AM


2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



View more from SelectVoiceCom

Recent Blog Posts:
Why Customer Retention is Still The Most Important Metric in Customer ServiceApril 23, 2018 5:00 AM
4 Benefits of Using Live Chat in Customer SupportApril 16, 2018 5:00 AM
How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours SupportApril 10, 2018 5:00 AM
Why Voice Support Is Still Important in Customer ServiceApril 3, 2018 5:00 AM
5 Ways to Maintain the Quality of your Customer ServiceMarch 13, 2018 5:00 AM
4 Ways to Turning Your Contact Center into an Omnichannel PowerhouseMarch 8, 2018 5:00 AM
Top 5 Reasons Why Call Center Agents QuitMarch 5, 2018 5:00 AM
4 Techniques in Building a Customer-centric Culture in the Contact CenterMarch 1, 2018 5:00 AM
4 Customer Service Statistics That Deserve Consideration When Running a Call CenterFebruary 14, 2018 5:00 AM
4 Ways Call-Backs Improve the Customer ExperienceFebruary 5, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =