What is so important about active listening?

• It sets the standard for call center services
• The power of empathy
• Focus on customer experience

There is a reason why the Philippines is considered to be an industry leader when it comes to the BPO industry. Many people believe it is because of the culture that the Philippine call center provides, while others believe it’s in the way Filipinos live in general. Either way, what makes the BPO industry in the Philippines stand out is the amount of talent and hospitality that a call center agent has.

The Filipino people are a happy race. In the midst of trials and tribulations, you will almost always see a smile coming from everyone. This characteristic can also be felt in the way they talk to other people. Aggression is rarely their default action because they prefer a friendlier and more hospitable approach.

In contact centers, this is much more visible through the way they interact with their callers. Not only are Filipino employees amazing when it comes to speaking English, but their relatively mixed culture helps in their interactions with other foreign people.

However, what truly sets them apart is their ability to listen. They do not stop at Listening to a concern, they will also find out the context behind it to arrive at a suitable solution. because of this, they’re able to provide higher quality service, that anyone that doesn’t actively listen can’t bring.

A Standard for Call Center Services

Active listening is one of the most crucial skills that a person should have to be an effective representative. It’s essential in every conversation that you’ll be having with your customer. Without it, you won’t be able to truly satisfy the needs and wants of your customer.

Keep in mind that a typical call should go something like this:
You as the representative asks for the concern, and then the caller explains it all. Afterward, you should ask any follow-up questions, let them answer and ask once again. At the end of this mini-interrogation, you’ll have to provide an actionable solution, be it on your end or in theirs.

Failing to actively listen in a call centre in the Philippines will result in an inability to make follow-up questions or coming up with an efficient solution. But if you are an active listener, you would be able to piece together the technical and personal concern of the caller, all while considering the customer experience as a top priority.

The Power of Empathy

Around 60% of business problems are attributed to miscommunication. That includes the process of communication and interaction with customers. Lack of empathy can sometimes be too much for the caller, and get them mad, especially if they’re already in a heightened state of confusion and anger. Other times the caller loses interest in the conversation because they begin to feel like the customer service representative they’re speaking with does not even want to truly engage in the conversation, much less understand the problem they have.

This causes callers to get mad, lose hope, and ultimately end the call. This ends in a failed call and a failed service. Empathy is very important when it comes to the industry like a call centre in the Philippines. And one of the few things that will enable representatives to feel it is by actively listening to their callers.

By actively listening, you’re showing a genuine interest to put an effort into understanding their problem. It can be as simple as providing proper instructions, or even just indulging them in a pleasant conversation.

Through active listening, you make it easier for you and the caller to resolve the problem peacefully and smoothly. Remember, the purpose of having call center agents receive calls is to provide a personal touch to the service. If call center agents only follow scripts, they’re not much more than automated call responses.

Focus on Customer Experience

The conversations that you have with your customers shouldn’t be all about what representatives can do or the knowledge that they have. It should be about the customer’s experience. You have to give your full attention to them throughout the whole conversation. Actively listening to them means your mind won’t wander around as you try to come up with a resolution to their concern. Keep in mind that whatever happens, you have to make sure that your customer experiences the best services that they can have.

Key Takeaway

At the end of the day, Philippine call centers are still part of the top echelon of the BPO industry. They make use of active listening in their every call, and in turn, creates amazing and memorable experiences for their customers. That is why it is only right that call center agents be commended for their effort to providing the best customer experience.