Empathy
“It's got to do with putting yourself in other people's shoes and seeing how far you can come to truly understand them. I like the empathy that comes from acting.”
- Christian Bale (Actor)
Our agents understand people.
They understand how people work. They are able to quickly read someone’s mood and harmonise with it. They understand people’s motivations and can make them feel valued and at ease at a pace that allows them to work efficiently and produce results.
As you probably know by now, we have a recruitment policy of employing people from the acting industry. Actors spend every waking minute observing people in a bid to enrich their craft. They study the psychology behind motivations and choices and appreciate the valuable insight gained by putting themselves in someone else’s shoes. They recognise differing tones of voice, however subtle, so they are able to control a call, leading the conversation to its desired outcome. For a sales call, this could be hearing the pique of interest in a caller’s voice and adapting the pitch to focus on the element that inspired it. In customer service, it’s being able to ‘match’ the caller and empathise with an issue without taking sides.
In a recent ContactBabel UK Contact Centre Report, Empathy was rated the most important ability of a successful call centre agent. If you can empathise, you can build rapport and connect with someone. If you can connect with your customers every time, you will retain their business and fuel positive word of mouth recommendations. It is possible to reach further than your core audience using this kind of personal touch whist still staying ‘on brand’.
In a nutshell, an RSVP agent will actively listen to your customers and empathise with their experience whilst still maintaining your brand values, creating a powerful synergy that will help make your company stand out from the crowd. They will make a lasting positive impression on every call. So, in a world where customer loyalty is hard to secure, what better way to cultivate that than by giving your customers a contact centre that engages them and makes them feel valued at the crucial first point of contact?
