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Many business professionals will agree that customer needs and satisfaction are top priorities. Apart from the
fundamental need to address client concerns, disgruntled client reactions can negatively impact your business’s
reputation. So it’s no surprise that you’re in trouble when customers get angry.
No one wants to upset their customer in the first place. But it can, and most likely will happen, so how should you
deal with this sticky situation?
Generally speaking, angry customers categorized as "politely angry" and "abusively angry".
There are a few reasons that clients might get upset. Some typical examples include:
Separately, customers might begin a call calmly, but become progressively irritated over an agent that is too slow —
we'll discuss this as well.
Whatever the case, an agent should always stay calm and maintain a professional demeanor.
The first role can sometimes also be successful in cold calling, since people do not always trust overly sweet
It is important for call center agents to intuitively identify which approach will be most effective with each
particular caller. Arrange a workshop on communication skills with role play simulations to make your agents more
psychologically and strategically prepared to handle calls with hostile customers.
Okay, practice is over — it’s time to go live for both inbound and outbound call centers.
Let's admit it: with inbound calls, the customer does not always begin a call in a calm and peaceful mood. They're
most likely already dealing with an issue — it’s your job to help find a solution. And more often than not, one of
your goals as an agent is to mitigate this tension.
A common annoyance for inbound callers is long wait times. Ask yourself a question: is there anything you can
do for even just a fraction of on-hold callers to reduce wait times? From a business perspective, some clients just
should not wait long, as they are of greater value. Meaning not only lucrative, VIP clients, but also those that are
loyal and long term. Of course, you should provide all clients with the same level of service, if possible, except
for in specific situations. For organizations other than nonprofits, consider priority routing, in which the
requests of most-valued clients will be accommodated first.
Long wait times can also occur in call centers with long chains of agents. This is not a situation where a
client is on hold, listening to generic music while waiting for an agent to pick up — rather, agents do pick
up and try to help, but when they are unable to resolve the situation, they transfer the call to another agent who
has no idea what the original issue is.
...Which is no surprise as this infuriating series of jumps endlessly extends the initial call time before reaching
an actual resolution to their problem.
The best way to deal with this is the "Transfer with Context" functionality. It passes the caller to the next
agent, along with any relevant information: notes taken by the previous agent, the IVR digit route entered by the
caller, etc. With such context, the customer doesn't have to repeat themselves, your call center isn't wasting
customers' time, and your brand remains professional in the eyes of those who need your assistance.
Things are slightly different with outbound calls. While inbound callers are often angry from the start growing
angrier down the road, an outbound call recipient does not always intend to be negative. Rather, they have the
potential to explode in an instant. This often happens if
the call is being made at the wrong time — when the call recipient is busy. Or perhaps, the recipient is
unwilling to receive calls (e.g., during private time after 6 P.M.); or their number is on the DNC list (Do Not Call
list under the FCC control). In such a scenario, you need call scheduling management, which allows the system
to identify the best hours for calling a particular potential customer, saving you from their anger and making
clients more open to your proposal.
If you use an imperfect predictive dialer, a problematic situation in which the number of outgoing calls exceeds the
number of available agents could occur. In this case, the person picking up the phone usually hears something like:
"Please wait till you're connected to an available agent.” Needless to say, such a frustrating message will
greatly diminish the possibility of a deal. A quality predictive dialer is critically important if you don't want to
become notorious for unprofessional calling.
There are a number of features suitable for analysis and incident prevention as well as for day-to-day customer
Terminate, which instantly ends a call, is the command that we never want to see anyone use. It should only
be resorted to if the customer demonstrates complete disrespect and verbally abuses the agent.
Another situation is when an agent can’t quickly retrieve relevant information. They obviously must have client
data, account level, account information, and transaction history at hand. You've got to be prepared to prevent your
agent from being stuck and helpless under the customer's anger (which would be twice as unfortunate if your agent is
brilliant!). Make sure that your call center software has solid CRM integration as well as
ticket system integration. This way, your agents will always have access to all customer-related information,
whenever the need emerges during a call. Only when an agent has the right info at hand, does a call have the best
chances to succeed.
Confrontational customers will always exist, so you've got to have a set of tools for post-interaction analysis of
the call. Best call center software has the below capabilities.
Frequently occurring incidents of client anger toward call center agents typically result from one of two reasons.
The customer is disgruntled, or, there's some critical mistake hiding in your workflow. While we can't curb
aggressive customers, we can offer unique and insightful functionality for your client communication hub, be it a
call center or a contact center—inbound, outbound, or blended.
Voiso provides all the professional features you may need, all in one. Equip your agents with
Priority Routing, Transfer with Context, Voice Recognition, Call Scheduling Management, Predictive Dialer, Silent
Monitoring, Intercept, Barge In, Whisper, pre-built CRM and Helpdesk Ticketing System Integrations, Speech to
Text, Keyword Search, Event-Based Navigation, Call Scoring,
and a number of other handy tools.
Voiso Call Center Software has CRM integration for
Salesforce, Zendesk, Microsoft Dynamics, Desk.com, SugarCRM, Zoho, Hubspot, Pipedrive, and more to come.
With Voiso, you will have the peace of mind that your customer can feel.