Read Between the Lines: Understanding Your Caller’s Behavior

Understanding your caller’s behavior

Dealing with frustrated customers over the phone day in and day out can be unpleasant and emotionally-taxing to many call center agents. Even so, a call center organization should make it a point to remind its employees to treat irate customers with patience and courtesy. Why? Because the company stands to lose a significant amount […]



5 Tips to Maintain Call Quality and Consistency

Maintain call quality

Because call center agents represent business entities, it is crucial for them to act with unparalleled professionalism. They need to be courteous, empathetic, and they should always be willing to help their callers every.single.time. (And that’s just half of it, by the way.) With how the call center industry has no shortage of career advancement […]



5 Tips to Keep Your Cool When Handing an Irate Customer

handling an irate customer

Working as a customer service agent can be a rewarding job. The mere knowledge that you made a handful of customers happy for resolving their issues is enough to put a spring on your step after a hard day’s work. Ask any customer service professional what they hate most about the job and chances are […]