I love you call-center-agent-(wo)man!!

July 12, 2010 at 10:30 am | Posted in Knuggets and Knuckleheads | Leave a comment
Tags: agent training, call center agent, customer comments, customer relationship

Call center agents are the face of our business.  We know this.  A ‘great face’ for a call center agent is not so clearly defined.  It does vary a bit from company to company.  In general they need to come across as competent, motivated, professional, and they need to have personality.  On any given day, your call center agents will encounter the gamut of customer calls from questions to complaints, from pleasant to irate.  We know this.   And they will also experience customers that really LOVE them.  Customer comments like these, captured during Survey Calibration reveal just that.  They show how your customers can turn the relationship into one with deeper meaning, one that is fit for a “Dear Abby” column perhaps, and even one that’s fit for marriage.  Laugh now, but later you may need to incorporate some polite ways of saying “I’m flattered, but no” into your agent training program.

We’ve moved!  To continue reading, please visit us in our new home.