GoResponse Telephone Answering Service Staff

Avoid alienation when saying no to a team

Making a choiceAs a call centre team leader or manager, there are times when the answer has to be no. Most managers do not enjoy having to decline agents’ requests, and the right tactics have to be used if any alienation is to be avoided.

Telephone answering services need to avoid ruining team morale. This is easier said than done, especially when it comes to having to say no to people. There might be a number of reasons for the decision, but in a time of high competition, it is crucial that an agent does not start to look for a new job as a result.

One of the most important things to do as a call centre manager is to listen carefully to people’s request and fully understand what they are asking. Even though the knee-jerk reaction might be no, under the right circumstances, some requests might actually work. For this reason, it is also essential not to rush the answer. This gives managers time to fully digest what people are asking of them and also offers some assurance to workers that their requests are being properly considered.

If executives still have to decline a request, it is a good idea to sit down and brainstorm potential alternative options. For example, there might be a different way to achieve the end goal. At this stage, it is also a good idea to explain why such a decision has been made and make agents aware that requests are always welcome.

Taking a soft approach to saying no can avoid unnecessarily alienating staff members and keep morale up, even when the hard line has to be taken.

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