Call Center work can be very difficult and keeping agents motivated and empowered is an uphill battle, but positive call center psychology can help build an environment that nurtures agents and benefits customers. Try these five theories to improve your call center psychology.
Primin
A way of establishing a positive mindset before carrying out an action, priming allows an agent to change the focus from their needs to how they want the customer to feel about the interaction, which puts the focus on how they can help the customer best.
Call Center Psychology Autonomy
Whereas most call center psychology focuses on strict rules and scripts that control everything an agent does, those in a more autonomous environment – one that gives them the authority to solve problems and give them control of the call from beginning to end – feel more responsibility for the experience of their customers and show more workplace satisfaction.
Dunning Kruger Effect
This theory says the less skill a person has, the more they will overestimate their ability. This call center psychology manifests when agents think that their skill level is the highest they can go and never push themselves to improve their skills. Creating an environment where learning is rewarded and the benefits of improvement are seen makes agents who are always looking for ways to improve their own performance.
Directed Attention Fatigue
A call center agent’s main focus is the call, but with all of the different things they need to do for that call, their focus is taxed. This can cause the brain to become exhausted. While rest is the only way to alleviate this exhaustion, break rooms and zen rooms can help counteract the effects.
Selective Attention
The repetition of call center work is probably the biggest problem pertaining to call center psychology, as the agent’s brain looks for patterns in a call. Once a pattern is seen, they tend to stop listening to the customer, which can cause problems. Priming the agents can help combat this tendency and improve customer relations.
Download Whitepaper
Recent Blogs
-
Unifying Marketing & Sales Teams: The best-ever alliance your business needs
Marketing and Sales are two strong pillars of your business that work closely for revenue generation. In the past, marketers did not emphasize unifying them, and therefore, they worked in siloes. The teams worked in parallel to achieve the common goal of businesses: lead generation and acquiring new business. However, the irony is that both
July 26, 2024 -
Is content syndication worth your time and investment?
A significant number of companies invest in content syndication services. The Content Marketing Institute has revealed a compelling insight: 90% of content marketers rely on social media to distribute their content, and 79% maintain an active blog. If you haven’t considered content syndication, here are three reasons to let you understand the unique power it wields in your lead-generation process. Why
July 24, 2024 -
6 Golden Rules of a Successful Email Marketing Campaign
Ask reputed B2B marketers about email marketing and they’ll say,” Oh yes, we love email marketing!’. A great tool for nurturing leads, they will way. According to Hubspot, 37% of brands are increasing their email marketing budget! The foundation of a long-term relationship starts with an introduction. An effective email marketing campaign gradually changes the
July 20, 2024 -
Crush your B2B Lead Generation Goals with Intent Data
Intent Data is not just a tool; it’s your new ally in the world of B2B marketing that can lead you straight to your target audience. By tapping into user behavior, understanding their needs, and providing them with customized solutions, you can accelerate your B2B lead generation journey. This level of customization in your engagement
July 8, 2024 -
Two Things about Telemarketing Services we bet you didn’t notice!
Today, B2B lead gen partners adopt an overarching strategy that includes multi-touch campaigns to reach the right target audience and establish meaningful relationships with them. They adopt email marketing, content syndication, and telemarketing to reach prospective buyers. Email marketing is a great tool; it can produce high-quality leads for your business when used correctly. Similarly, content
May 29, 2024
How can we help you?
We love questions and feedback – and we’re always happy to help! Please click below to contact us.