Dealing with angry callers can be a challenging task for any contact center agent. However, with the right approach and tools, it is possible to handle these situations effectively and turn a negative experience into a positive one for both the caller and the agent.
In this blog, we will provide a guide on how to deal with angry callers effectively, including tips and techniques for handling difficult situations and maintaining a professional attitude.
1. Remain Calm and Composed
2. Listen Actively
3. Apologize and Take Responsibility
4. Offer Solutions and Follow up
5. Document The Call
6. Seek Support from the Supervisor
7. Live Call Analytics in a Contact Center
The first step in dealing with an angry caller is to remain calm and composed. This can be easier said than done, but it is essential to maintain a professional demeanor and not let the caller's anger affect your attitude. By staying calm, you can better understand the caller's concerns and respond thoughtfully and effectively.
Active listening is an important skill when dealing with angry callers. This means listening to what the caller is saying, acknowledging their concerns, and responding in a way that shows you understand their frustration. By actively listening, you can identify the root cause of the caller's anger and take steps to address their concerns.
When dealing with an angry caller, it is important to apologize and take responsibility for any issues that may have led to their frustration. This can go a long way in diffusing the situation and showing the caller that you are willing to take steps to resolve their issue.
Once you have identified the cause of the caller's anger, it is important to offer solutions and follow up to ensure that their issue is resolved. This can include providing information, scheduling a callback, or escalating the issue to a supervisor. It is also important to follow up with the caller to ensure that their issue has been resolved to their satisfaction. According to Glance, 70% of unhappy customers whose problems are resolved are willing to shop with a business again.
Documenting the call is an important step in dealing with angry callers. This can include taking notes on the caller's concerns, the steps taken to resolve their issue, and any follow-up actions. This information can be used to identify trends and improve processes to prevent similar issues in the future.
Calls in a contact center are typically documented in a call log or record. This log typically includes information such as the date and time of the call, the caller's name and contact information, the purpose of the call (also known as Call disposition), the agent who handled the call and notes on the conversation, and any actions taken. The log may also include information on the length of the call and any follow-up actions that need to be taken. This information is often stored in the contact center solution and can be accessed by managers and supervisors for monitoring and analysis.
1. Screen Recording: This solution captures the agent's computer screen during a call, providing a visual record of the conversation. This can be useful to view the different screens the agent browses during the call. CZ Screen logger is a solution used to record and log the activity of the active computer screen. It can be used to monitor employee productivity, troubleshoot technical issues, or capture data for training and compliance purposes. The logger records all on-screen activity, including mouse movements, keystrokes, and screenshots, and can be configured to save the data to a file or send it to a remote server for review.
2. Quality Monitoring: This solution allows supervisors to listen in on calls and provide feedback to agents on their performance. It can also be used to identify areas for improvement in the contact center. CZ Voice Logger is integrated with a Quality tool for the quality team/supervisor to analyze and do grading and reporting of the call and agent quality. 100% Call recording is available for all inbound and outbound calls.
3. Call Logging: This solution records basic information about each call, such as the date, time, caller ID, and duration. It is useful for tracking metrics such as call volume and average call length (AHT).
4. Chat Logging: This solution captures transcripts of chat conversations between agents and customers, providing a written record of the interaction.
5. Voice Analytics: This solution uses artificial intelligence and speech recognition technology to analyze the content of calls, identify keywords and phrases, and provide insights into customer sentiment and behavior.
If the situation becomes too overwhelming and you are unable to handle the caller effectively, it is important to seek support from your supervisor. They can provide guidance and support, and may be able to offer additional resources to help resolve the issue. With the C-Zentrix contact center, the agent can raise an SOS signal to the supervisor to seek help. The agent can view the call and provide call coaching in real time.
Call monitoring in a contact center refers to the process of listening in on recorded or live calls between agents and customers. This is typically done for quality assurance purposes, to ensure that agents are providing accurate information, following proper protocols, and providing excellent customer service. Call monitoring can also be used to provide feedback and coaching to agents, as well as to identify areas for improvement in the contact center's overall operations. Some contact centers use automatic call monitoring solutions, while others have dedicated supervisors or quality assurance teams who listen in on calls manually.
Live call analytics can be a valuable tool for handling angry customers in a contact center, as it flags such calls to supervisors or managers to listen to them in real time and intervene if necessary. This can be particularly useful in situations where a customer is becoming increasingly agitated or hostile and the agent is unable to resolve the issue. Live call analytics can save an agent from an angry customer by providing real-time insights into the customer's behavior and emotions during the call. For example, if the analytics detect that the customer's tone is becoming increasingly agitated sensing certain ‘Hotwords’, the agent can use this information to adjust their approach and defuse the situation.
‘Hotwords’ in live call analytics refer to specific keywords or phrases that are identified as being important or relevant to a particular call or conversation. These hotwords can be used to trigger specific actions or responses, such as flagging the call to the supervisor and creating hotword reports. They can also be used to analyze call data and identify patterns or trends in customer interactions. Some examples of hotwords in live call analytics might include keywords related to customer complaints, sales or customer service issues, or specific product or service names.
Supervisors can use live call analytics to monitor an agent's interaction with an angry customer and intervene if necessary. They can listen in on the call, view real-time metrics such as call duration and the agent's speaking rate, and use this information to provide guidance and support to the agent.
For example, if the supervisor notices that the agent's speaking rate is increasing, indicating that they are becoming flustered, they can step in and offer tips for calming the customer down. They can also use the data to identify patterns in customer complaints and provide the agent with strategies to handle similar situations in the future.
Call whispering is a feature that allows a supervisor or manager to listen in on a call without the customer or agent being aware. This allows for real-time coaching and feedback to be provided to the agent as the call is taking place. The supervisor can listen to the call and make observations and suggestions to the agent on how to handle the call better. For example, if the agent is having trouble handling a difficult customer, the supervisor can whisper instructions on how to handle the situation. This allows the agent to improve their skills and performance while on the call and provides immediate feedback to the agent on their performance.
Whereas, Call Barge-in in a contact center refers to the act of a supervisor or manager joining an ongoing call between an agent and a customer without the customer's consent. This is typically done to monitor the agent's performance or to assist with a difficult/angry call.
- Providing real-time coaching and feedback: The manager can listen in on the call and guide the agent on how to handle the situation and address the customer's concerns.
- Monitoring performance metrics: The manager can use the live call analytics solution to monitor the agent's performance metrics, such as call duration, average hold time, and customer satisfaction ratings, and make adjustments as needed.
- Providing additional training: If the manager observes that the agent is struggling with certain aspects of the call, they can provide additional training or resources to help improve their skills.
- Get into the call with the customer: If the call becomes particularly complex or difficult, the manager can barge into the call and take control of the situation.
- Share best practices: The manager can share best practices and tips with the agent on how to handle hotword triggers and similar situations effectively.
In conclusion, dealing with angry callers is a challenging task for any contact center agent. However, with the right approach and tools, it is possible to handle these situations effectively and turn a negative experience into a positive one for both the caller and the agent. By following the points discussed above, contact center agents can effectively deal with angry callers and ensure a positive experience for all parties involved.
Author Bio: Abhirami is a passionate writer whose forte is communication, possesses strong leadership qualities, and is often kind.