Contact center representatives are expert communicators, and their ability to use their emotional intelligence has never been more important. Consumers are using customer services for more than just help with their purchases — they’re also reaching out for social interaction.
According to a study by Gartner, by 2026 almost 75% of calls fielded by contact centers will be from people looking for interpersonal interaction, which means agents will need to be trained to engage these people in a pleasant manner and tactfully end the call without generating a negative response. This will be a skill set that requires emotional intelligence.
Whether it’s caused by a lack of social interaction due to the pandemic or if it’s a deeper issue that has been building up for years, more and more Americans say they feel lonely. A Cigna study found that young workers and those who partake in many hours of social media are the most at risk for feeling lonely, and this could be a catalyst for an influx in calls to contact centers.
The problem is that when these people reach out for human interaction, the customers who need assistance with a product or service could be on hold for longer than acceptable by most standards.
Agents in 2022 will need to be trained to identify a lonely customer, someone who needs emotional support. They will need to know how to exit a conversation with empathy. Reps should be armed with strong skills that they can offer the callers as they navigate those customer calls.
The best contact centers rely heavily on technology to improve the rate and quality at which calls are handled. However, an equally important resource is agents who are friendly, empathetic, excellent listeners and educated to assist in any situation. When you outsource your contact center, you have a better chance of getting all the above.
At Protel BPO, we pride ourselves as a Belizean-based contact center where we have a huge pool of residents known for their friendliness and warmth. Our agents are put through a comprehensive training program that fully prepares them for anything they will encounter on a call. We responsibly and tactfully handle the lonely callers so the customers that truly need our professional help get the assistance they need. Contact us and let’s discuss your unique needs and how we will be an arm of your company, providing positive customer services.