More often than not, a customer service agent is happy if he is able to solve a customer’s query on the first call. Regardless of how the call went or how the rapport was, most agents feel proud if they are somehow able to finish the call with a roundabout resolution to the customer issue.Continue reading
Tag Archives: Customer Support Outsourcing
Don’t Just Call Any Call Center Call the Right Customer Support!
Having worked with a call center early in my career, I believe I am a lot more sensitive while talking with customer care agents. So, a fortnight ago, when I heard my wife screaming at a call center representative, I asked her to give me the phone to save the poor soul on the other side. It was a minor connectivity issue that was preventing my wife from talking to her mother on Skype. But after being handed the phone, I simply could not believe what I heard from the other side. The call center representative was screaming at the top his lungs and was not even letting me complete my sentences. It was as if he was in a personal battle to prove a point. This was not how I remembered I ever dealt with any of my customers.Continue reading