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Call Center Etiquette

Posted on February 5, 2018 | No Comments on Call Center Etiquette

Phone etiquette is at the core of the call center etiquette which is constituted by conventional code of polite behavior accepted in society or expected among members of the call center profession. In the call center industry, communications are purely verbal. The two parties talking do not actually see each other hence, physical communications or those conveyed by facial expressions and gestures are absent. Thus, it is important for agents to learn to communicate purely by verbal means and translate physical actions through verbal dialogue.

The principal way to transform actions into words is by learning how to control and modulate the tone of voice. Voice sound can relay eye contact to show interest, show worry or a sense of urgency, confidence, enthusiasm and willingness. In short, the tone of a person’s voice can be used to show emotion through proper modulation and stresses. On the other hand, a monotonous voice quality would sound robotic, emotionless and dull, even if the speaker may not mean it. It is therefore important to learn how to modulate one’s voice in order to express and communicate emotions verbally. Every person has his or her own style of speaking through the phone. What is important is that one should attempt to express one’s willingness to help when talking to a client.

The next equally important facet of communication etiquette is listening. It must be noted that communication is a two way process in which listening is integral. Without listening, there is automatic failure of communication. Listening is important on the part of an agent (especially for inbound calls) because it is exactly the nature of their job. A customer only calls when they want to complain of something which makes them upset and they need someone to listen to them. Cutting them off or intervening while they talk is wrong and may further provoke the anger of a customer. Cutting off the customer might thwart customer from explaining clearly which is further frustrating.

The third etiquette to remember is to correctly choose one’s words. If for instance, the problem was caused by a fault on the part of the client, agents obviously do not bluntly say to the client “what kind of stupid move was that?” In other words, they not only refrain from saying bad words but refrain from blaming or finding customers fault. Instead, agents should focus on addressing the problem once it is clearly identified.

Finally, other call center etiquettes pertain to other unrelated and unnecessary activities that an agent does while talking to a customer which can get in the way for clear communications. This included eating or chewing while talking over the phone, talking to someone else while on the phone, coughing or sneezing over the phone, and attending to other things while talking to a client. If the agent needs to attend to those things, it would be better to tell client that one will momentarily put them on hold and just for a few seconds.

Originally posted 2012-04-17 09:41:40.

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