MEBS CALL CENTER PH FOSTERS YOUNG COMMUNICATORS
Who are these young communicators?
MEBS call center managers are continuously looking for new ways to encourage their employees, and they understand that there is no one-size-fits-all solution. Managers may need to rethink how to nurture a pleasant experience and establish a productive team when it comes to millennials (born 1981-1996), also known as Generation Y, and the youngest members of the workforce, Generation Z (born 1997-2012).
So, how do they keep call center employees motivated? What distinguishes the workforce of the future? What qualities do people seek in a work experience? What do call center managers do to help millennial employees be more productive and satisfied at work? What sets Gen Z apart from Generation Y?
Here’s how:
Learn how to keep call center personnel motivated and effective.
Learn how to engage Millennials and Gen-Z workers in the most effective way possible.
Create a work environment and corporate culture that caters to the requirements and expectations of millennial employees.
Adding younger people to your call center staff has the potential to boost your ROI significantly. However, many businesses are confused about how to best inspire and engage with these agents. Many of these employees don't stick around for long since they don't know how to support their productivity. While high turnover rates have plagued the call center industry for years, millennial call center agents have had a particularly low retention rate, with a 33 percent turnover rate on average. Millennials have surpassed Baby Boomers as the largest generation of working Americans. That is to say, if you want to know how to encourage call center workers, you must first understand how these generations work.
Young Call Center Agents as Efficient Communicators
Dealing and coping with a variety of duties, customers, and scenarios is part of mastering communication skills. This is particularly true for call center employees. Customers expect timely, courteous, and effective phone service. Even if you operate as a call center agent alone in a home office, remember that you are part of a team. Your employment needs you to deal with a wide range of concerns and use problem-solving approaches to help customers find positive and acceptable solutions. These are the commendable skills of young call center agents. Furthermore, learning communication skills include comprehending various communication styles, using active listening skills, and mastering excellent phone delivery services.
Communication Styles
You could believe that there is only one type of communication – after all, one person speaks while the other listens. It isn't quite that straightforward, though. It's crucial to grasp the different sorts of communication when it comes to customer service and call center training. These personalities are usually categorized into three types: assertive, passive, and aggressive.
These communication styles are common not only among customer service personnel but also among call customers:
Aggressive Communicator- It's a pain to deal with. When dealing with such a person, communication is likely to be argumentative and "black and white," as they will have a specific complaint or take an either/or approach to resolving the issue. Aggressive communicators frequently dominate communication efforts, neglect the other speaker's ideas or recommendations, and continually interrupt.
Passive Communicator- A passive communicator is the polar opposite of an active communicator. This type of communicator likes to agree or concur with everything spoken by others. An excessively passive communicator is frequently unable to create an independent opinion. Passive communicators try to avoid arguing with others when they bring up important or severe problems. A passive communicator usually lets the other person have control over the conversation, issues, and decisions. Such a person isn't suitable to work as a customer service representative or a call center agent because they can't be forceful enough when it comes to offering solutions, concessions, or even negotiating with customers.
Assertive Communicator- is in the middle of the passive-aggressive spectrum. An assertive communicator has the ability to listen to another person's problem or issue and then provide alternatives or negotiate a compromise or resolution. Despite their politeness and courtesy, they will not allow themselves to be walked all over. They value people and themselves, as well as their qualities and capacities. The assertive communicator is the best style of communicator for a call center or telephone service profession.
CALL CENTER AGENTS ARE GOOD LISTENERS
Listening to what a customer has to say is one of the most important tasks of a customer service representative, especially a call center employee. Listening to a customer's words, meaning, and tone of voice is more important than simply hearing what they're saying.
Customer-focused listening skills are critical for both customer service personnel and the companies they work for to succeed. It's critical to teach customer service professionals and call center employees who operate the phones to recognize that customers have a wide range of service requirements. They may require not just physical but also mental or emotional assistance. Customers want to feel significant to the firm they're dealing with.
Anyone working in hospitality or customer service professionals should be aware that there are three distinct "levels" of listening, which many of us are unaware of. So, what type of listener do you consider yourself to be? When you've had a rough day at home, you're afraid about taking your dog to the vet after work, or your boss is being a jerk, do you listen to people differently?
LEVELS OF ACTIVE LISTENING SKILLS
Level 3- Listening is the least efficient mode of communication. This level represents someone who has literally spaced out or is daydreaming while listening to someone else speak. They act as though they're paying attention by making customary noncommittal responses or body movements, but they're not really paying attention to what's being said. They care more about what they have to say. This lack of listening ability can have a negative impact on customer service, decision-making, and customer resolutions.
Level 2- Listening entails paying attention to what another person is saying but not necessarily comprehending what they're attempting to communicate. The actual uttered words will be understood by such a listener, but the relevance of voice tone will be overlooked. When speaking face-to-face, this type of listener ignores body language, facial expressions, and other cues. Such a listener frequently misinterprets or misunderstands what a caller requires or desires, resulting in inappropriate actions or solutions that do not address the issue.
Level 1- This level is used to describe someone who actively listens and concentrates solely on a speaker. Tone, vocabulary, listening, and body language are all combined in this type of listener. This type of listener uses data to make a decision or find a solution without being swayed by their own emotions or distractions.
HOW DO YOUNG COMMUNICATORS (CALL CENTER AGENTS) MASTER THEIR DELIVERY?
As a call center representative, you must be able to communicate in a variety of ways. Understanding communication styles, as well as listening styles, is one of these talents. Furthermore, mastering optimal quality and delivery of services across a telephone connection is critical. This can be accomplished by:
Asking appropriate and proper questions- You'll get the information you need to give a solution by asking questions.
Arriving at an answer- Make sure you understand the question before responding. Check to see if you understand the question. If you don't know the answer, tell the caller that you don't know and that you'll find out.
Choose the right word/vocabulary- Negative language is discouraged among call center workers and customer support personnel. Words like impossible, can't, not, and no are examples of negative language and words. Can, able, and yes are all positive adjectives.
Always endeavor to provide the greatest quality delivery services over the phone, whether the customer can see you or not. Courtesy is important. Even when dealing with difficult or irritated consumers, you'll discover that the calmer and more soothing your voice is, the faster the person will relax. Maintaining your patience will literally take the wind out of their sails. Don't let them ruffle your feathers; instead, do your best to show them that you've heard, listened to, and comprehended their problem. Active listening, the correct communication style, and treating customers with respect go a long way toward demonstrating to them that you and the firm care about them. Effective listening abilities and excellent communication skills can literally spell the difference between a company's success and failure.
YOUNG COMMUNICATORS AS PROVIDERS OF EXCELLENCE
How do call center agents ensure that your phone service is of the highest quality? You may deliver exceptional, high-quality services to consumers by following communication basics, using an assertive communication style, and actively listening. Their attitude makes a big difference in how you respond to a customer. In this article, we'll explore differences in attitude, and how such concepts can help them answer questions quickly, effectively, and correctly.
ATTITUDE AND ABILITY OF YOUNG CALL CENTER AGENTS
We've already discussed how to answer the phone briefly. It is recommended to say hello and handle each call as if it's the most important call received all day. It goes a long way toward giving good phone support to customers if they can keep a pleasant, engaging, passionate — yet competent — tone.
The foundation of their job is their attitude and ability to listen and offer answers. It's important to remember that being adaptable while adhering to the company's norms and laws pay well. It's crucial to remember that a consumer is looking for solutions, not to be told what they can't or shouldn't do. While maintaining within their company's restrictions, it's critical to seek out any solution that will benefit the customer. Bottom line: It's their responsibility to try to address all concerns on the first call.
The person on the other end of the line will notice a difference in their tone and attitude. they will more than likely prevent a negative reaction from the caller if they avoid negative and controlling statements like "You should have," "I'm sorry, but," or even "You have to." Callers are likely to become even more unsatisfied with a product or service if they hear patronizing remarks, outright denial ("I'm not allowed to offer...) to do something about an issue, and inflexibility. As contact center representatives, they must always be courteous, regardless of the person on the other end of the line's mood or behavior. It's also crucial to let the listener know that they understand their concerns or difficulty while adhering to business policy. Every caller is entitled to decency and respect.
Their demeanor can - and does- influence each and every consumer with whom you interact.
HOW GENERATION Z CALL CENTER AGENTS ARE BEING DRIVEN INTO CUSTOMER SERVICE AND IN COMMUNICATION EXPERTISE?
Embracing the beneficialness of the new technology
Exercise Flexibility and Independence
Accepting Remote Work Options
Prioritize Focus under Pressure
Using clean and modern User Interfaces (UI)
Keep socializing and develop belongingness
EXCELLENT COMMUNICATORS ARE AMONG YOUTHS AND ALL AGES!
The call center staff is most likely made up of people from different generations. When it comes to establishing training and incentive programs, knowing the overall features of certain populations, how they are driven, and what they value may make a tremendous impact. a 58-year-old agent may be more effective with a strategy that your 21-year-old agent does not, and vice versa. Consider moderating a team discussion that recognizes these differences to encourage an appreciation for everyone’s needs and the values they bring to the team. How can they help each other while working toward the team’s and company’s goals?
END THOUGHT
A great call center worker has the capacity to reply to customers regardless of their concerns. Call center agents’ attention to detail, feeling of dependability, and capacity to respond are all essential qualities that enable them to do their tasks successfully. They have to make sure they understand their company's standards and policies so that they know exactly what you're expected to do with a variety of customer issues. Learn the boundaries of what they can, and absolutely cannot, offer them in an attempt to appease ruffled feathers, dissatisfaction regarding a product or service, or other types of complaints.