Call center agents exist in most companies. They are the agents who handle incoming or outgoing customer calls within a business. They are the ones helping customers deal with locked bank accounts, setting up a speaker system, or finding that reset button on a device. Call center agents manage customer relationships by identifying needs, answering questions, solving problems, and building trust. They also up-sell products, get feedback, and gain insight directly from the customer.
Each instance a customer calls in is a critical interpersonal communication touchpoint between a customer and a business. One lousy customer call support experience might be the difference between a loyal customer for years to come or losing one.
We can all agree that call center agents are essential to keeping customers happy and vital to the success of any business. A small communication breakdown during a call is not just a one-star review. In the long-term, bad customer call support may hurt a business’ brand and bottom line.
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