When you stop to think about the job of a call center agent in an inbound contact center, it’s really no wonder so many people consider it a stressful task. Talking to complete strangers on the phone, one after another for hours, day after day is enough to make many people anxious. Add in the element of not knowing how those people will be feeling when they call and knowing that they are likely to have questions, concerns, or complaints makes it even more nerve-wracking.
How can you make your agent’s job less stressful - and help them provide better service? How can you ensure that every call center customer has the best possible experience - even if they are upset or frustrated when they call? Here are some tips for calming your caller and keeping your cool - as well as providing an excellent experience to everyone, no matter how they’re feeling when they first dial your number.