11 min
Customers Are Abusing Your Agents. Here’s What To Do About It - with Deepak Selvaratnam Secrets To Contact Center Success
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- Management
Deepak Selvaratnam is the founder and COO of Snapshotz and Remotability, which has more than 10 years of validated data on how to improve mental health of contact centre team members.
Today, he shares what to do about the abuse your agents face from customers.
Deepak’s Top 3 Tips For Addressing Agent Abuse:
Define the levels of abuse that customer agents face, so they can be trained and supported accordingly (07:57).
There’s technology available to understand customer nuances and why they’re upset. Take advantage of it, so you can better support your agents (08:17).
Make your centres aware of any issues - whether external or internal to the organisation - which are impacting customers. That way, a defense can be formed for angry customer calling about the issue (08:43).
You'll Learn:
What ‘emotional labour’ is, and how it damages agent mental health, and craters their motivation (04:05).
The 2 common reasons why customers are abusive (04.19).
The shocking percentage of organisations which haven’t taken the first step to addressing agent abuse (05:39).
The critical skill gap that’s stopping agents from better handling abuse (10:35).
The problem you face if you have an outsourced contact centre, and what to do about it (07:03).
A simple and effective way to identify what’s missing to better support your agents (09:44).
Full show notes: https://bravatrak.com/deepak-selvaratnam-podcast
Connect with Deepak on LinkedIn: https://www.linkedin.com/in/deepak-selvaratnam-b8182a11/
Follow me on LinkedIn, or connect with me on Facebook.
Deepak Selvaratnam is the founder and COO of Snapshotz and Remotability, which has more than 10 years of validated data on how to improve mental health of contact centre team members.
Today, he shares what to do about the abuse your agents face from customers.
Deepak’s Top 3 Tips For Addressing Agent Abuse:
Define the levels of abuse that customer agents face, so they can be trained and supported accordingly (07:57).
There’s technology available to understand customer nuances and why they’re upset. Take advantage of it, so you can better support your agents (08:17).
Make your centres aware of any issues - whether external or internal to the organisation - which are impacting customers. That way, a defense can be formed for angry customer calling about the issue (08:43).
You'll Learn:
What ‘emotional labour’ is, and how it damages agent mental health, and craters their motivation (04:05).
The 2 common reasons why customers are abusive (04.19).
The shocking percentage of organisations which haven’t taken the first step to addressing agent abuse (05:39).
The critical skill gap that’s stopping agents from better handling abuse (10:35).
The problem you face if you have an outsourced contact centre, and what to do about it (07:03).
A simple and effective way to identify what’s missing to better support your agents (09:44).
Full show notes: https://bravatrak.com/deepak-selvaratnam-podcast
Connect with Deepak on LinkedIn: https://www.linkedin.com/in/deepak-selvaratnam-b8182a11/
Follow me on LinkedIn, or connect with me on Facebook.
11 min