When was the last time that you talked to a call center agent for your concerns? Did the agent sound pleasant in the way she say her spiel? Did you ‘hear’ the agent’s smile throughout the call? If not, she needs to let the customer ‘hear’ her smile.
I know that you will agree with me if I say that this little effort makes a difference in a call. Whenever I have my call center training, I always tell them to smile from the start of the call. That ‘smile’ will set the tone of the conversation. The customer won’t care if you just had a bad day or if you have problems to face. Once they had the customer on the line they need to set all their personal worries aside. The customers will always be the king and they deserve nothing but the best from their call.
Now it’s your turn to participate. 
Did you hear the agent smile on your last transaction in a call center? What was your initial impression of the agent’s voice then? I’d love to read your call center experience here.;)
{ 3 comments… read them below or add one }
Generally, call center agents are really very pleasant to talk with. I know they were trained to be that way. But sometimes they do encounter some callers who could really make anybody’s blood boil. It’s still the agent’s job to maintain her composure and still help the customer, even if she’s a bitch from hell.
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I’ve had mixed experiences with call centers over my life. For the most part my experiences have been good, but when they are bad they always seem to be really bad. Most recently, I have spent about four hours on the phone with a large corporation’s call center over the past two days. It has easily been my worst experience with a call center, but I credit most of that to the protocol set in place by the corporation. But most of the agents have “smiled” throughout the conversation, even when dealing with an incredibly frustrated customer.
Smiling is the least thing you can do when you have no time to rest. It poses also positive effects to your muscles which directly affect your way of thinking.