Question:

How can we improve the customer's experience during their interactions with our call center agents?

Answer:

To improve the customer's experience during their interactions with our call center agents, follow these steps:

Train agents on active listening techniques and empathy.

Ensure agents have access to accurate and up-to-date information about products/services.

Simplify language in all communications to accommodate non-native speakers.

Use plain English and avoid unnecessary technical jargon; provide explanations when needed (max. 7 terms).

Keep scripts concise and focused on addressing the customer's problem.

Encourage agent flexibility and personalized solutions within guidelines.

Monitor calls for quality assurance and provide ongoing feedback and training to agents.

Collect and act upon customer feedback to continuously improve services.

Terms:

Active listening - giving full attention to what the customer is saying.

Empathy - showing understanding and compassion for the customer's situation.

Technical jargon - industry-specific terminology that may be unclear to non-technical customers.