101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Appendix B. Call Centers

The telephone call center can be one of a company’s most important functions. The employees that staff the call center are often the first line of contact with current and potential customers. In essence, they are the company. To manage the rising level of customer expectations, these service providers need both skills and knowledge, as well as an environment that cultivates their ability to use them.

The work involves being up-to-date not only on product knowledge and company policy but also on ever-changing technology, which includes phone and computer systems. There is constant activity, and customer interactions are often monitored. When you top all this off with round-the-clock coverage, call centers can be a pressure cooker for stress and low employee morale. To avoid employee burnout, managers must incorporate stress reduction interventions and motivational challenges into the environment.

Because a main feature of most call centers is problem solving, service providers often deal with customers who are upset, angry, or confused; the ability to create solutions must be combined with empathy and understanding. When face-to-face interaction is eliminated, verbal communication becomes a critical factor. To be effective, it must be clear, concise, and correct. Active listening, probing, and paraphrasing skills keep the two-way communication process flowing. Voice quality and tone combine with telephone etiquette skills to provide the foundation for high ...