GoResponse Telephone Answering Service Staff

Understanding complaints is vital for call centre agentsUnderstanding complaints is vital for call centre agents

Business people with headsets using computers in officeComplaints are part and parcel of a call centre, with many agents receiving calls and enquiries from frustrated consumers throughout their working day. As the quantity of complaints increases, it is easy for agents to go on the offensive as soon as they have heard an issue. However, this only serves to throw unnecessary information at customers and might even aggravate them further under the right circumstances.

For telephone answering services, it is best to teach agents to truly hear and understand someone’s objection before taking action. This means it is necessary to listen to calls carefully and take the time to clarify situations before jumping in with a solution. This method becomes even more crucial when callers throw several objections towards an agent at once. There might only actually be one complaint, but it can be easy to jump to conclusions and offer a deluge of possible solutions far too quickly.

Another key area that agents must look out for is whether an objection is genuine. Customers might complain about something simply because it is easier than telling you how they really feel. These “primary objections” are often false. For example, a customer might refuse a product or service because they say they cannot afford it. However, the real reason could be that they are unsure whether it will solve their problem. Meanwhile, someone might be ready to cancel their service because they are angry, but they might actually be more than happy to keep paying if a problem can be resolved quickly.

Understanding complaints can be a complex task, especially when customers do not offer the truth. Therefore, it is essential for agents to be trained in listening properly and reading through the lines.

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