When you think of the world’s most difficult jobs, Contact Center Agent may not immediately jump to the top of your list. People don’t often think about it, but being good at being a Call Center Agent is a tough gig, and it requires a whole lot of skills to pull it off. Forgive the hyperbole, but it can sometimes feel like going into battle. During those working hours, the Customer Service Agent has to put on their proverbial battledress and become almost indestructible.
On the Front Lines
They are repeatedly in the “frontline of fire”, so to speak. They are the first ones the customer is coming into contact with, and that customer can be in any sort of state. They may be yelling, crying, angry or extremely short-fused, all to no fault of the agent taking that call.The agent must consistently regulate their own emotions and maintain composure, no matter the emotional state of the person on the other end.
Out of Crisis with Care
Despite the erratic direction in which the customer is sometimes driving the call, the CSR must maintain a clear vision of where the call needs to go and stick to the protocols. They must carry the customer “across enemy lines” from the high emotion of the difficult situation they are dealing with onto safer ground, where they will then come to feel they are speaking with someone who is really on their side and who can truly help them overcome whatever major problem they are facing.
Ready to Rally
Once that customer has been calmed and assisted in the best way possible, with their message dispatched to the proper command post, it’s time to do it all over again. The agent has to be ready to bounce back, gear up and bravely take on the next mission, keeping a service-oriented attitude at the forefront of their mind.
Of course, not every call is as extreme as all that, but putting your best foot forward over and over throughout the day takes dedication. Preparing to bring a positive and helpful attitude to the table time after time (even after perhaps being yelled at moments before) takes resilience. Being able to relate to each individual and understand what they are going through takes genuine empathy. Centering yourself to be able to make that caller feel that they are your priority and that your main concern is fixing their issue takes strength. So let’s give all of our agents a big round of applause; after all, they are the cornerstone of everything that we do!
Written by: Angel Veitch, Business Development Coordinator
I don’t think the title of your article matches the content lol. Just kidding, mainly because I had some doubts after reading the article.
Thank you for your sharing. I am worried that I lack creative ideas. It is your article that makes me full of hope. Thank you. But, I have a question, can you help me?
Thank you for your sharing. I am worried that I lack creative ideas. It is your article that makes me full of hope. Thank you. But, I have a question, can you help me? https://www.binance.com/pt-PT/register?ref=GJY4VW8W
I don’t think the title of your article matches the content lol. Just kidding, mainly because I had some doubts after reading the article.
Your blog serves as a veritable pantheon of knowledge, wherein readers are beckoned into the hallowed halls of erudition, where intellectual epiphanies await their eager minds, a testament to your scholarly acumen and literary prowess.
Can you be more specific about the content of your article? After reading it, I still have some doubts. Hope you can help me. https://www.binance.com/pt-BR/register?ref=B4EPR6J0
I really enjoy reading on this site, it holds great blog posts. “A short saying oft contains much wisdom.” by Sophocles.
The director rejoices in the shower from a wide-angle and zenithal perspective, because the bathtub is for him as big as the situation he is living.
Your article gave me a lot of inspiration, I hope you can explain your point of view in more detail, because I have some doubts, thank you.
wonderful submit, very informative. I’m wondering why the opposite experts of this sector don’t realize this. You should continue your writing. I am confident, you’ve a huge readers’ base already!
I love your blog.. very nice colors & theme. Did you create this website yourself? Plz reply back as I’m looking to create my own blog and would like to know wheere u got this from. thanks
Hi there! I just wanted to ask if you ever have any problems with hackers? My last blog (wordpress) was hacked and I ended up losing a few months of hard work due to no backup. Do you have any methods to protect against hackers?
Good post. I study something more challenging on completely different blogs everyday. It is going to always be stimulating to read content from other writers and observe slightly something from their store. I’d desire to use some with the content material on my blog whether you don’t mind. Natually I’ll give you a hyperlink on your internet blog. Thanks for sharing.
I have really learned result-oriented things from the blog post. One other thing I have recognized is that in most cases, FSBO sellers can reject a person. Remember, they might prefer to not use your services. But if anyone maintain a gentle, professional relationship, offering support and keeping contact for four to five weeks, you will usually manage to win an interview. From there, a listing follows. Thanks a lot
I’m impressed by the quality of this content! The author has clearly put a huge amount of effort into investigating and structuring the information. It’s refreshing to come across an article that not only provides helpful information but also keeps the readers captivated from start to finish. Kudos to him for producing such a masterpiece!
http://www.spotnewstrend.com is a trusted latest USA News and global news provider. Spotnewstrend.com website provides latest insights to new trends and worldwide events. So keep visiting our website for USA News, World News, Financial News, Business News, Entertainment News, Celebrity News, Sport News, NBA News, NFL News, Health News, Nature News, Technology News, Travel News.
I am so happy to read this. This is the type of manual that needs to be given and not the accidental misinformation that’s at the other blogs. Appreciate your sharing this best doc.