| In the call center “star performers” | | | | event enables better phone etiquette, which is |
| impact customer satisfaction by bringing a high | | | | vital for extending good customer care services. |
| level of Intelligence Quotient (IQ) and Emotional | | | | Handling difficult customers is an art and an agent |
| Quotient (EQ) to each and every call. They treat | | | | with good customer care skills will be able to |
| every call as a “moment of truth” and | | | | accomplish this with ease. |
| another opportunity to communicate and connect | | | | It has been said that a good communicator is a |
| with and serve those in need. Some behavioral | | | | good listener. This is most apt for call center |
| scientists believe that EQ is just as important as | | | | agents. It is an established fact is that customers |
| IQ; yet, many call centers do not assess EQ, | | | | prefer to speak to agents who communicate well, |
| why? We believe that EQ assessment should | | | | can listen and understand what is needed to |
| top the list of recruitment procedure in the call | | | | satisfy their objectives. Therefore, inheriting |
| center recruiting for the industry. | | | | effective communication skills can help an agent |
| Call centers are all about customer care, essential | | | | climb the ladder of success sooner than expected. |
| for the success of any business. But this is | | | | A call center agent with the ability to understand |
| especially so in the call center industry, where the | | | | customer behavior is an asset to the company. |
| focal point of all client-customer relationships is the | | | | Customers can be difficult to handle, especially |
| call center agent. An agent with an excellent IQ | | | | when they are angry over a transaction, a |
| communicates, yet with poor EQ they may not | | | | situation that can turn abusive as well. Most often, |
| connect effectively. Those with high EQ are able | | | | customers may have a valid reason for being so. |
| to connect more often and engage with each call | | | | However, an agent that understands customer |
| event, thus helping the chances for an operation | | | | behavior will be able to keep the situation under |
| to profit and perform. | | | | control. |
| Every call that is received or made is an | | | | Call center agents who make the effort to learn |
| opportunity to make a good first impression and | | | | a second language and have a good command |
| failing this can result in escalations, loss of | | | | over a particular language are an asset to the |
| business, poor performance, higher costs and lost | | | | company. With globalization, multilingual agents are |
| opportunities. Poor customer service has several | | | | always preferred by call center companies. Those |
| negative effects that include a customer’s | | | | that even take time to learn the basics of other |
| reluctance to buy any product from the | | | | languages will also be able to get by. |
| company, a change in perception about the | | | | Call center agents also need to remain focused |
| company, and the possibility of not recommending | | | | and concentrate on their calls. Any distraction |
| the company to other customers. In order to deal | | | | would mean a call wasted. The aim is to be a |
| with these issues, call center agents need to have | | | | good listener and communicator and not interrupt |
| more than just the pre-requisite skills. IQ is | | | | clients when they speak. Even worse, is |
| enough to get agent in the door, yet EQ is the | | | | pre-empting what a client wants to say. Chances |
| stuff that helps them perform better and connect | | | | are that the agent will lose focus of what the |
| more. | | | | conversation is all about. |
| One of the qualities that companies look for in a | | | | Another asset is to have a good emotional |
| call center agent is customer care skills. A friendly | | | | quotient or EQ. This area can be developed and |
| and outgoing personality, good mood and ability to | | | | nurtured with the help of the human resources |
| handle stress, coupled with a people-oriented | | | | department. However, the bottom line is to |
| attitude will enable an agent to handle customers | | | | remain motivated at all times, and focus on the |
| more efficiently, and this is exactly where the | | | | job on hand. This will contribute a long way |
| level of the candidate’s EQ plays a vital role. | | | | towards becoming a successful call center |
| Resetting, recalibrating, and being present for each | | | | employee. |