Page 7 - Contact Center Magazine

?Emot ional int elligence is the ability to sense, understand, and

effectively apply the power and acumen of emot ions as a source of

human energy, information, connection, and influence.?

So what role can call center play for the development and improvement
of emotional intelligence and Communication Skills? Good news is that
call center can play a very significant role in improving communication
skills and emotional intelligence to level that is required for great future!
However to improve communication skills to level that is needed for
great success agent need to be aware of the impact of communication
skills in personal and professional life. Some of the key communication
skills that agent display on calls are active listening, negotiation skill,
clarity and respect. However it is unfortunate that these skills remain on
call only and does not reflect itself on personal life, what need to be done
is the reflection of these skills on day to day matters to gain an expert
level. Practicing these communication skills will pave the way for a great
future!Similarly for emotional management agent exhibit several
behaviors on call like anger management, time management, and calm
under stress, patience, helpfulness and confidence.However these
behaviors need to be extended in day to day life for the improvement in
emotional intelligence.Imagine a scenario where an agent works in a call
center for a year and at the end of the tenure that agent is lacking in
communication skills and emotional intelligence. Although that same
agent exhibit these skills on call but the problem is that these behaviors
are not extended to personal benefits! Imagine due to lacking in the
communication skills that agent is derived from the great opportunity!
Imagine that same agent is lacking in confidence although that same
agent speak to different people during whole tenure and did not able to
lift the confidence to a desired level!There are however several example
of agent who really learned the art of communication and manage their
emotional intelligence and they progress a lot in their careers. The choice
is in our hand.

WHAT IS YOUR CHOICE ?