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The power of soft skills and psychology in a call center

The power of soft skills and psychology in a call center

[fa icon="calendar"] Jun 12, 2013 3:00:55 AM / by Briana Songer

Briana Songer

One of the dilemmas when training a group of people in a call center is applying the best methodology that will get you the results you want.
Depending on what you want to teach, you must assume it will be necessary to use different types of practices. Luckily, today there are many different teaching routes, so it's worthwhile to take advantage of those opportunities.One of the dilemmas when training a group of people in a call center is applying the best methodology that will get you the results you want.

Depending on what you want to teach, you must assume it will be necessary to use different types of practices. Luckily, today there are many different teaching routes, so it's worthwhile to take advantage of those opportunities.

If it's required to teach an agent something specific (for example: selling product details, system operations or campaign information) you can always take the easy way out and only implement the traditional training system that just consists of the agent learning concepts.

Now, what an agent does need to learn goes deeper than what the generic training offers (for example: techniques to sell better, be more empathetic towards a caller, team collaboration or tolerating possible frustrations) This is where the traditional system will not work. Special techniques are needed.

The large difference between both of the training systems is that the second requires the person to change the way they think and act. This means being able to change an attitude when faced with different day to day situations in the work environment.

Human psychology must merge with a profession. It's been shown that emotions directly affects the workplace. If you don't take that into account in training, people will be more eager to leave than stay at the call center.

This doesn't mean you should set-up a couch and start psychoanalysis with each agent. However, to be able to help the agent achieve their goals, it means relying on good tracking and follow-up. There are certain actions that you should take into account:

  • Sharpen your supervisor's observation skills to detect agent emotions and behaviors. These are often overlooked and can be key when it comes time to perform correctly.
  • Value inter-personal relationships. This is a great way to be a positive influence.
  • Get to know your agents better and have the capacity to act before problems become serious by using meditation, social psychology and preventative coaching.
  • Work together with an agent and observe and listen. Come to an agreement on goals and implement actions to improve.

These are the necessary steps you should start to change the way people work in a call center. It's a task that requires patience, dedication and words that might not be compatible with a call center, yet are essential for proper work development. Encourage yourself to change and like any adventure, it all starts with that first step.

About the author: Nicole is the Marketing manager with the PlayVox team. PlayVox is a platform that uses gamification, learning and social tools to make call centers better places to work.

If it's required to teach an agent something specific (for example: selling product details, system operations or campaign information) you can always take the easy way out and only implement the traditional training system that just consists of the agent learning concepts.

Now, what an agent does need to learn goes deeper than what the generic training offers (for example: techniques to sell better, be more empathetic towards a caller, team collaboration or tolerating possible frustrations) This is where the traditional system will not work. Special techniques are needed.

The large difference between both of the training systems is that the second requires the person to change the way they think and act. This means being able to change an attitude when faced with different day to day situations in the work environment.

Human psychology must merge with a profession. It's been shown that emotions directly affects the workplace. If you don't take that into account in training, people will be more eager to leave than stay at the call center.

This doesn't mean you should set-up a couch and start psychoanalysis with each agent. However, to be able to help the agent achieve their goals, it means relying on good tracking and follow-up. There are certain actions that you should take into account:

  • Sharpen your supervisor's observation skills to detect agent emotions and behaviors. These are often overlooked and can be key when it comes time to perform correctly.
  • Value inter-personal relationships. This is a great way to be a positive influence.
  • Get to know your agents better and have the capacity to act before problems become serious by using meditation, social psychology and preventative coaching.
  • Work together with an agent and observe and listen. Come to an agreement on goals and implement actions to improve.

These are the necessary steps you should start to change the way people work in a call center. It's a task that requires patience, dedication and words that might not be compatible with a call center, yet are essential for proper work development. Encourage yourself to change and like any adventure, it all starts with that first step.

About the author: Nicole is the Marketing manager with the PlayVox team. PlayVox is a platform that uses gamification, learning and social tools to make call centers better places to work.

Topics: supervisor, Contact Center, Agents, Coaching, call centers, tips, training

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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