Contact Center

Contact Center

We often perceive IQ as the greatest predictor of success in the workplace, but seldom do we stop to consider assessing our Emotional Quotient (EQ). Perhaps this concept is often overlooked because it is treated as a foreign and unquantifiable idea.

As defined by Psychology Today, EQ is “the ability to identify and manage your own emotions and the emotions of others.”

Companies of all sorts have to invest on developing the Emotional Intelligence of the working staff. At the end of the day, intelligence is not the only key in providing excellent customer service. A high EQ can tantamount to a lot of critical skills needed in the workplace.

In a test conducted by TestSmart, their findings suggest that emotional intelligence is the strongest variable that predicts performance, which also explains the generated value of over 58% of success in all types of tasks.

The question now is, does your contact center excel in emotional intelligence? To help you get started in answering that question, let’s learn more about the 5 cornerstones that comprise of a high emotional intelligence:

1. Personal Awareness

Personal awareness is keeping in touch with your emotions, capacities, strengths and weaknesses.

Cultivating personal awareness is pivotal in the workplace because it produces emotional strength. It’s fairly easy to get swayed by external events when we lose a sense of self.

Emotionally intelligent people remain level headed in embracing constructive criticism and complaints from customers.

2. Self regulation

It just doesn’t end with personal awareness. The question is, how are you managing your emotions?  

At times, it is healthy to reveal our emotions instead of denying them. But emotional intelligence considers temperance in given situations. Thus, self-control must be practiced.

Let’s say your irate customer is getting in your nerves. How will you handle the situation? A normal response would to act upon our immediate emotions which is anger, but self control tells us to intentionally restrain toxic responses.

3. Intrinsic Motivation

Emotionally intelligent people know that they are the ultimate navigators of their motivation.

They don’t let external factors such as financial reward or criticisms from other people determine their own course of action. They are compelled to achieve their goals because they hold the steering wheel.

Moreover, when employees are intrinsically motivated to work, they develop a sense of self efficacy which refers to the belief of one’s ability in accomplishing tasks. A high sense of self efficacy immediately spells out success.

4. Empathy

By now we should all know that customer service is not just simply about picking up the phone and finding ways to dismiss the problem. It’s impossible to come up with solutions when we don’t understand what the problem is as perceived by the customer.

Emotional intelligence can flex your emotions and will cause you to consider how other people feel too. Naturally, people with low EQ find it hard to empathize with other people.

5. Social Skills

To reiterate, emotional intelligence is not only about managing our own emotions but the emotions of others as well.

Possessing high EQ will manifest in the way we interact with the people around us. This can also be coined as ‘Social Intelligence’. The ability to act with prudence around other people is a telltale sign of social intelligence.


Don’t underestimate the power of EQ. Chances are, it is the missing vital piece that could poise your company towards success.

Therefore, take the necessary measures in making this possible. Conduct seminars, invest in test materials and facilitate team-building activities to further assess and cultivate emotional intelligence.

Photo courtesy – © Jakub Jirsák / Dollar Photo Club

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