I like to play a game whenever I call a contact center. Whether it’s my credit card company, my phone company, cable, airlines, etc., I try to imagine who I’m talking to on the other end.
Being in the contact center world, I can always picture what type of environment they’re working in – it’s busy, they’re hopefully not in a cubicle farm as I think that inhibits engagement, there are motivational posters on the walls, hopefully the company’s value statement is posted all over the place. But then I get to the person.
Are they happy? Do they recognize the great value they have in the organization as they’re speaking with me and act accordingly? This person on the phone is the only representation of the company I am seeing at that moment. Can I hear the smile in their voice? Are they empathetic to my problem?
Or are they surly? Can you hear that they would rather be anywhere else in their voice? Does their tone make them sound angry? Frustrated?
The type of contact center employee you speak with plays a huge role in your relationship with any company. Frustrated employees generally lead to frustrated customers. But enthusiastic, empathetic employees can transform a disgruntled employee into a company advocate.
Which type of employees do you have working for you?