Listening is one of the most important skills to master for call center support over the phone. Much of your success will come from listening rather than talking. This infographic highlights tips on improving listening skills so that the agents who work for your company can provide better customer support. The better your call center agents are at customer support, the better it reflects on your company as a whole.
- Be Fully in the Moment and Keep an Open Mind: Listening carefully, paying attention and keeping an open mind is essential. Paying close attention to a caller’s tone and words will help you understand the reason for their call. Agents should repeat the caller’s concerns or problems to show that they are listening and to ensure that they are on the same page of understanding with the caller. Agents should keep an open mind, which means never assuming a call is the same as others have been in the past.
- Probe for Missing Information: Ask open ended and closed ended questions to dig deeper into the issue and acquire better knowledge. Once you have asked questions, summarize the issue or problem for the caller to confirm you understand the reason for their call.
- Rephrase the Questions for Better Understanding: Taking a different approach of asking questions will help acquire unbiased and better insight into the issue.
These tips on improving listening skills for better customer support highlight how your call center agents can provide the best customer support possible. It is very important to remember how imperative listening is when it comes to call center support and can help your agents turn callers into happy customers.
The Arise® Platform offers a work from home as customer service opportunity that makes it easy for anyone to operate their own call center business right from home. It gives you the freedom to be your own boss, set your own hours, and work from the comfort of your own home. Being your own boss means taking charge of your call center, which must include a strong focus on customer service. The tips in this infographic will help your company maintain an excellent repertoire and provide the service that is expected from the Fortune 500 companies your company services when taking inbound customer service calls for your home-based call center business.