The Variety of Communication Skills Used in a Call Center Service

The Variety of Communication Skills Used in a Call Center Service

Introduction

Mastering communication skills means dealing and coping with a variety of tasks, customers, and scenarios. This is especially true for those employed by call centers. Customers rely on prompt, efficient, and courteous telephone service. Even if you work alone in a home-based office as a call center agent, keep in mind that you are part of a team. Your job requires you to deal with a variety of complaints, and engage in problem solving techniques that prompt positive and acceptable solutions to customer complaints.

In addition, mastering communication skills means understanding different styles of communication, engaging active listening skills, and mastering quality delivery services over the phone.

Styles of Communication

You may think there's only one style of communication - after all, one person talks and another person listens. However, it's not quite that simple. When it comes to customer service and call center training, it's important to understand there are different communication types.

These types are commonly divided into three separate categories:assertive, passive, and aggressive. These communication styles go both ways, meaning these styles are found not only among customers, but also among call center agents and customer service representatives.

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An aggressive communicator is not pleasant to deal with. Communication with such an individual is likely to be combative and "black and white." This type of person will have a specific complaint, or initiate an either/or attitude when it comes to resolving such an issue. Aggressive communicators often dominate communication efforts, ignore the other speaker and their comments or suggestions, or interrupt constantly.

A passive communicator is the opposite of an aggressive communicator. This type of communicator tends to go along with, or agree with, everything another person says. In many cases, an extremely passive communicator is unable to form an opinion on their own. Passive communicators do their best to avoid disagreeing with pressing or serious issues brought up by someone else. A passive communicator typically allows the other person to control conversation, issues, and choices. Such an individual isn't ideally suited to be either a customer service representative or call center agent, because such individuals cannot be firm enough in providing solutions, compromises, or even negotiations with the customer.

Another type of communicator is classified as assertive. An assertive communicator is somewhere in the middle between passive and aggressive. An assertive communicator has the ability to listen to someone else's problem or issue and offer solutions or negotiations to form a compromise or resolution to the problem. However, even though they're polite and courteous, they won't allow themselves to be walked all over. They respect others and themselves, their abilities, and their capabilities. The most ideal type of communicator in a call center or telephone service position is the assertive communicator.

Are You Listening?

One of the main jobs of a customer service representative, and most especially a call center agent, is to listen to what a customer is saying. It's not enough to hear what a customer is saying, but to listen to their words, their meaning, and their tone of voice.

Customer-focused listening skills are essential for customer service representatives who do well in the business, as well as for the company they work for. It's important to train customer service representatives and call center agents who work the telephones to realize that a customer has a variety of needs when it comes to services. They may not only need physical support, but mental or emotional support, as well. A customer wants to feel as if they're important to the company you represent.

Any individual working in a hospitality or customer service-based field or industry should learn that there are three recognized "levels" of listening, and many of us are not even aware of it. So, what kind of listener are you? Do you listen to people differently if you've had a bad day at home, you're worried about taking your dog to the vet after work, or your boss is being a jerk?

Listening levels and skills rate between effective and least effective. The term active listening is defined as listening with everything you have, and not just to the sounds coming from the other end of the phone. Active listening means that you have to put your own attitude, worries, and concerns away and focus solely on listening to what the other person is saying.

Let's discuss the three levels of listening before moving on to the benefits that active listening can offer you, your job, and your business. 
Level 3 listening is the least effective form of listening. This level personifies someone who has literally zoned out, or daydreams while someone else is talking. They pretend to pay attention, and form standard noncommittal replies or body gestures, but they're not really listening to what someone else is saying. They're more interested in what they have to say. This poor level of listening skill can have a very detrimental effect on customer service, decision-making, and resolutions with customers.

Level 2 listening involves a person who is paying attention to what somebody else is saying, but doesn't necessarily understand what they're trying to say. Such a listener will understand the actual spoken words, but neglects the importance of tone of voice. If face-to-face, this type of listener neglects to watch body language, facial expressions, and so forth. Such a listener often misinterprets or misunderstands what a caller needs or wants, and ends up performing incorrect actions, or offering solutions that don't solve the problem.

The most effective listening level is rated Level 1 listening. This level defines someone who actively pays attention and focuses solely on a speaker. This type of listener puts everything together: tone, vocabulary, listening, and body language. This type of listener utilizes information to form a judgment or a solution, without being influenced by their own attitudes or distractions.

The best listener is someone who takes the time to hear a message, ask relevant questions, and then evaluates what has been said. This approach promotes positive solutions, understanding, and respect for the speaker.

Mastering Your Delivery

As a call center agent, it's important to master a variety of communications skills. These skills not only include understanding communication styles, but also listening styles. In addition, it's important for you to master optimal quality and delivery of services over a telephone line. You can do this by:

• Asking appropriate questions - By asking questions, you'll gain the information that you need to offer a solution.
• Coming up with an answer - Before answering questions, make sure you know the answer. Make sure you understand the question being asked. Again, if you don't know the answer, tell the caller that you don't know, but will find someone whodoes.
• Choose adequate vocabulary to communicate - Call center agents and customer service representatives are encouraged to avoid use of negative language. Negative language and words include words such as impossible, can't, not, and no. Positive words include can, able, and yes.

Whether the customer can see you or not, always strive to offer the best in quality delivery services over the phone. Courtesy counts. You'll find, even when dealing with difficult or irate customers, that the calmer and more soothing your voice, the faster the individual will calm down. Literally, take the wind out of their sails by maintaining your patience. Don't let them ruffle your feathers -- rather, do your best to let them know that you're hearing, listening, and understanding their complaint.

Conclusion

Active listening, the right communication style, and showing common courtesy goes a long way toward proving to customers that you do care, and the company does care about them. Effective listening skills and excellent communication skills can literally mean the difference between success and failure of the business for whom you work.