Call Center Psychology – Theories to Improve Customer Service

Call Center Psychology – Theories to Improve Customer Service

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
  • Five Benefits of AI in Digital Marketing

    Artificial Intelligence is already transforming the digital marketing industry in the post-pandemic world. In fact, AI technologies can help businesses optimize and speed up their various marketing tasks, improve customer experiences and drive conversions. However, B2B marketing support companies are still scaling their use of AI technologies to align with their sales and marketing strategies.

    June 9, 2022
  • How Back-Office Support Can Impact Your Marketing Campaigns

    While back-office support is composed of a variety of behind-the-scenes roles that do not directly interact with the customer or a prospect, data has proven that the back office is responsible for 60% of the customer experience. Therefore, businesses that have a significant gap between their front and back offices could be at risk of

    May 31, 2022
  • Five Characteristics of An Efficient B2B Marketing Agency

    When you’re looking for an efficient B2B marketing support agency, you don’t want to settle for just anyone. Choosing your marketing agency plays an important role in today’s changing world. You’ll want a firm that comprehends your business model and can clearly classify the right target audience for your brand. You’ll also want a B2B

    May 27, 2022
  • The Elements of a B2B Social Media Marketing Strategy

    Social media plays an imperative role in our daily lives. It connects us to the world. In the B2B world, consumer adoption of mobile technology has opened the doors for companies to reach buyers wherever and whenever they’re connected. In fact, an optimized B2B social media strategy is a straightforward approach to showcase messaging and

    May 26, 2022
  • Five SEO Techniques for IT and Technology Companies

    Search Engine Optimization (SEO) for IT and technology companies can be tough. Why? A significant portion of these companies’ target audiences doesn’t consume or search for content as many others do. Most of these audiences consist of professionals who seek technical content.

    April 27, 2022

How can we help you?

We love questions and feedback – and we’re always happy to help! Please click below to contact us.