What is call centre principles?

Answer 1

Walk a Mile in Their Shoes

All call centre agents are people, too. Everyone working in a call centre is also someone who could just as easily be on the other side of the phone - yet too often forget the personal nature of the call. To set the stage for the best customer service, agents need to make it understand with the customer.

Hear the Real Story

Angry, disappointed or otherwise unhappy customers are highly unlikely to call customer service with a calm and rational manner. Even if that were the case, it isn't guaranteed that the story will come out with a clear story. Yet, instead of allowing for lengthy summaries, call centre agents often dismiss or ignore most of the information offered by the customer.

Keep the Picture in Mind

It can be very easy to get lost in the details of difficult calls. Customers who are impossible to please or whose issues extend far beyond standard customer service practices can have negative effects on call centre functionality - but you can't lose sight of the big picture.

Forget Winning and Losing

One of the biggest pitfalls in call centres can be an underlying "right and wrong". When customers attempt to get away with less than honest complaints, receive benefits without deserving them, call centre agents can develop a suspicious sense towards future customers