Careful assessment and listening is essential in every customer service department. Successful calls are the result of an agent's effective communication and listening skills. When Philippine call centre representatives possess these skills, customers become comfortable and will feel important. Excellent listening and communication skills are highly practiced and encouraged among inbound and outbound call centre agents. Their performance are being developed and enhanced through call monitoring and proper training. Here are effective ways for an agent to be an effective listener.
1. Talk to agents about how important it is for them to listen attentively to clients. By doing so carefully, they are able to handle concerns and solve problems effectively and in a shorter time span.
2. Implement an English Only Policy (EOP) in the office to engage the agents in regular English conversations. Aside from continuous training sessions, real life scenarios are able to help them develop their listening and communication skills.
3. Managers and team leaders should set an example themselves by being good listeners and role models.
4. Monitoring calls is an important part in development. Quality assurance specialists are able to provide feedback through constructive criticism to agents about improvement strategies they should make. These processes are effective when agents themselves do something about how they perform.
5. Set a meeting to acknowledge progress, behavior as well as negative and positive feedback. Remind them of how they should listen carefully to customers on the phone and reward them if they do. Agents are motivated if they feel their efforts are recognized.
Call centre outsourcing agents who are better listeners are able to provide customers with a better customer service experience. When callers are happy, the brand becomes synonymous with excellent service. By practicing these simple steps, your call centre will be on the road to success and customer loyalty.
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