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Flatworld's Agents Resolved Customer Issues With Empathy

Case Study on Call Center Services to Resolve Customer Issues

The Client

The client contacted Flatworld Solutions to provide a complete range of call center services. He needed agents who were empathetic and good at handling emotional clients.

Client's Requirements

The client wanted to streamline operations and resolve customer issues faster. Client was also looking to personalize the call center services to enhance the customer experience.

Client's Challenges

The client faced the challenge of training the customer service agents to think like their customers in order to better serve them.

FWS' Solution

We trained our agents on using empathy to quickly connect with the customer and understand their requirements. Training the agents to empathize and think the way the customers do always helps in solving the issue faster and keeps an agonized customer at bay.

When on call with a customer, we trained our agents to -

  • Listen
  • Think and feel
  • Say & execute

The empathy approach while resolving customer issues triggered connections and converted the customer into a brand ambassador. This was on the top of our call center agent training list to make each customer service agent understand the pain points of the customers and realize their needs.

For empathy training, our agents were taught to -

  • Maintain a positive intent and language
  • Get into the shoes of the customer
  • Pay attention to the tone of the customer
  • Provide an early response
  • Personalize the response

The agents are also taught to use standard phrases like -

  • "I am with you on that"
  • "I understand where you are coming from"
  • "You are absolutely correct"

The Results

Empathy is a subjective and vast part of customer service that is quite significant and extremely challenging for agents to grasp and bring to use when required. Our rigorous training on empathy to all our agents through mock-ups and regular practice ensured that they were best positioned to understand the customers and provided perfect solution. The client was able to retain his clients and offer them a great customer experience.

Outsource Call Center Services to Flatworld Solutions

Flatworld Solutions is a leading provider of a full range of call center services, including inbound and outbound call center services to a global clientele. We always empathize with our customers and seek to understand their pain points, which helps us better resolve their issues. Our call center agents are highly specialized and trained to take on a full variety of challenges and can keep your customers happy with your brand.

Contact us now to discuss your call center needs and we will be glad to help.

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