Call Center Love needed – but don’t look for it where you don’t want to find it – Find it and give it to the agents
Valentine’s Day is just around the corner. We are all looking for love. My thought for this month is, let’s look for love where we WANT to find it. Call Center Agents need love too! It seems the world is bent on finding love in all the wrong places, because they think that if they can only find the problem, they could fix it. This is NOT TRUE. You can always find challenges, but “Where is the love?” Find THAT!
Call Centers have their problems, issues, and challenges. But supervisors don’t need to find them. They aren’t lost. They are still there. Issues constantly come up, and I always feel that the Agent is the one taking the heat! They bear the brunt of every irritated customer, and are taught not to take it personally. RIGHT?
Yesterday, I spoke to an Agent with my cable company; she was delightful! She was helpful, quick, and she cared about what I wanted…my way. The Agent thanked me for my complimentary attitude and said that, she sometimes gets frustrated because the hold times are so long, and when she can finally answer, the customer “yells at me.” She corrected that to say “The customer gives the me a piece of his mind! If you know what I mean.” (This is in case she is heard on the recorded call.)