Creaghan A Harry (aka) - Importance of Listening Skills in Call-Center Services
Creaghan A Harry (aka) - Importance of Listening Skills in Call-Center Services â€˘ Among Millions of people on the planet, only a few people
possess the skillsets of paying attention. The art of listening can do wonders almost in every situation. But it is very much essential in the call-Centre services and more prominently in an inbound call Centre. â€˘ Brushing up the listening skills shall need quite an amount of time. Hence, there are also special training sessions provided in call centers to polish the skills of paying attention.
Creaghan A Harry (aka) - Importance of Listening Skills in Call-Center Services • 1. Accurate listening to make the customers feel valuable • It is to remember that the communication is done via call and your
customer cannot see you in person. They are at a constant urge of expressing themselves at their best to make you understand their core issue. Especially, when the customer has a complicated issue and is facing trouble demonstrating it over the call. • Even if you fail to provide the right solution, being all ears to the caller can ease up the situation and give you the lead. You can always try thinking from the customer’s point of view when you are taking a call or practice by yourself with a partner. This will help you get an indepth understanding how to give out quick responses to call makers.
Creaghan A Harry (aka) - Importance of Listening Skills in Call-Center Services • Creaghn Harry, the owner of the organization, states, that the holding • • • • •
protocol also needs to be adequately followed so that there are no dead air situations and the customer does not feel ignored. Customers are calling from distant places and taking time out from a tight schedule The call is globally routed and can land at any location; callers have certain expectation levels The caller might be in an urgent situation and requires instant assistance The issue of the customer might require immediate attention If the customers are put on hold for too long and the expected time has surpassed, it can bring customer dissatisfaction. Therefore, it is eminent to set the right expectations for the call.
Creaghan A Harry (aka) - Importance of Listening Skills in Call-Center Services • 2. Avoid repetition of phrases and asking too many questions • Many consumers feel disrespected, if their names are asked for the
second time. In the opinion of Creaghn Harry, there are precise borderlines that you will need to maintain while being on the call. Also, asking the caller the same question can make him feel annoyed and uncomfortable. There are specific graphs supported for cutting down call times and increasing call amounts. • Maintaining the average time for each call • A strict no-no to customer interruption • Avoid catching the point wrong more than once
Creaghan A Harry (aka) - Importance of Listening Skills in Call-Center Services â€˘ 3. Making a confirmation of the issue before proceeding â€˘ The process of validation holds a lot of power to satisfy customers. It is
essential because, if you continue with the rest of the method you can come up with the wrong solution. The proper maintenance of time is a significant criterion in a call-center. â€˘ Therefore, lack of listening skills has led to vigorous blunders in the past. Customers are an integral part of the entire business. And dealing with the customers represents the brand name. It not only serves the company but also encourages self-growth as an agent. An agent can utilize the listening capability anywhere while working in a team in the long run.
Creaghan A Harry (aka) - Importance of Listening Skills in Call-Center Services Learn More: • https://www.crunchbase.com/person/creaghan-harry • https://www.pinterest.com/creaghanharry/ • https://www.levo.com/creaghan-harry • https://creaghanharryflorida.wordpress.com/ • https://creaghan-harry.blogspot.com • https://www.linkedin.com/in/creaghanharry • https://creaghanharryflorida.wordpress.com/
Published on Mar 13, 2018
Published on Mar 13, 2018
Among Millions of people on the planet, only a few people possess the skillsets of paying attention. The art of listening can do wonders alm...