NobelBiz® Blog | First Contact Podcast VIDEO | Call Center Empathy Training - How to Do It Righthttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz Let’s dive deeper into empathy training for agents and why it is so important in terms of managing the call and the customer contact. Bruce thinks it’s oftentimes overlooked and combined with proper coaching, it will significantly improve the communication outcome. More from the episode! https://nobelbiz.com/wp-content/uploads/2021/08/Website-roundPic_Bruce.png Guest Bruce Belfiore CEO and Senior Research Executive of BenchmarkPortal Published on August 27, 2021 Call Center Empathy Training - How to Do It Right The ability to empathize it’s said to be present in every human being and we must say, a crucial part of effective customer service in the call center space. Of course, some people are better at it than others. Therefore comes the question: can you train agents to be more empathetic? When we talk about the foundational skills of an agent, besides active and effective listening and dealing with triggers and emotional responses, understanding empathy plays a huge role in this. Because we cannot read minds (unfortunately), dealing with people and working in a contact center customer service can be challenging and frustrating. And here is where coaching and call agent training comes into play to make the difference. Dealing with customers’ emotional responses in a more empathetic way, being more attentive and positive will lead the way to a more pleasant call experience. PGlmcmFtZSBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzFQdzQ4UkxxRWZOdTR5WTJFNkt2UzciIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93dHJhbnNwYXJlbmN5PSJ0cnVlIiBhbGxvdz0iZW5jcnlwdGVkLW1lZGlhIj48L2lmcmFtZT4 Christian: What's the best way to provide adequate empathy training for agents and especially since we just ended on agents being the ones that watch the most amount of videos? What's your take on that? Bruce: Well, it can be, I think it's really important. It's oftentimes overlooked. We don't always screen for people who have the best probability of being empathetic. And what I mean by that is, going back to what I said before about the best human raw material, when didn't you take into your center, you know, there, you can do screening for personality traits, as well as for communication style. Depending on what kind of sector you're in, that can be important. You can address it also, on two levels. There's an adequate level and a sophisticated level, in terms of that empathy training. Adequate training is what most centers do, and teaches the agent, more or less, to recognize the issue and get a feel for the communication style and mental state of the customer. Even though it's not always expressed, as well as it could be, and then you obviously leverage those insights, to show some genuine empathy for the customer. A sophisticated level of empathy can require more training, and recognizing the personality type and the communication style of the person that they're talking to, and actually use that to either mirror or guide the conversation in a way that's going to have the best outcome. Christian: Have you seen from an ongoing perspective, what is it that you have to do to make sure that people are actually being empathetic on calls? I mean, because obviously, you're not listening to every call? Or how do people know that in situations where empathy is actually the thing that probably would have made a better outcome for that call? Bruce: Oh, great question. One of the things that obviously helps out a lot is if you have post-call surveys, and hopefully, post-call surveys that are taken up by a reasonably large percentage, I mean, the large percentage is still a small percentage, but as many as possible, of the people who are coming on the phone. And that way, you can actually match their coaching to what the customer said, which is the most important thing. For coaching purposes, even the small samples, and one of the things that will happen in some cases is that people will actually get a good response on their customer satisfied action, but the coach will still feel that they are not having the kind of inflection or empathy that they are looking for as part of the branding of the company, want them to be even more so. And that's a tough one for the coach. And the best thing that can happen, and also one of the reasons we did these videos is because sometimes I say: ‘Look, don't just listen to me, you know, listen to this video, maybe that can convince you what you need to do in terms of managing the call and managing the customer contact that way that will be more fruitful.’ Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!