Devoted to the call center industry, the agents on the phones, and their managers

A comment that was posted recently by a psychologist, now a trainer in customer relations was I think the perfect time to start writing this post.

I am at a stage where I’ve talked to different people with diverse personalities.  May it be customers calling into the call center, colleagues discussing every aspect of the business or clients that represent the companies that hire us to run their center.  Thoughts have crossed my mind to study human behavior to help me understand our customers a little bit more.  Always ever changing, customer’s demands evolve as we improve our business processes.

This is the reason why I enjoy my job because it is complex and challenging yet the solutions end up being simple.

So, if I try to learn how to understand different personalities and how they end up stating the facts yet subjective comments on a customer survey, is it a path that would lead me to satisfying them?  Is it possible to measure behaviors and be successful in training our agents to answer their call and get first call resolution plus customer satisfaction?

It is a logical theory but remains to be as such.  I start my journey to understanding our customers and I hope I return with a formula that will minimize defects to ensure a call ends with a smile.