| You cannot make everyone happy - this stand truer | | | | then it might turn out to end on a positive note. |
| for the answering service than any other call center | | | | However, some callers are not interested in a |
| services. Agents at the phone answering desk may | | | | discussion. All they want to do is abuse and rant |
| try their best to interact and solve the problems of the | | | | against the call center. In such cases, the inbound call |
| customers in the best possible way. But there will be | | | | center agents have no choice but to press a button |
| those customers that are really sore with your | | | | that tags the call as a 'crank call'. This automatically |
| business. They will make those aggressive calls at | | | | disconnects the call. Of course, the BPO agent flags |
| your inbound call center desk. While some of these | | | | off a warning signal to the caller. If that doesn't stop |
| calls may be deliberate and done with a purpose to | | | | the abuse, then the agent disconnects the call. Call |
| rattle cages, there are still many who are not happy | | | | centers record the number to stop serial offenders |
| with the BPO agents. Call centers have a field day | | | | from the calling their numbers. A number is blocked |
| handling such callers and though they have become a | | | | after 5 attempts. The margin for tolerance is higher for |
| part of their jobs now, such calls manage to leave one | | | | the male answering service agents. They issue three |
| shaken. Let's look at some industry-recommended tips | | | | warnings before hitting the button. Female agents can |
| to help agents to deal with aggressive calls. | | | | reach for the crank button after a single warning. |
| The cardinal rule for dealing with aggressive calls at | | | | The nature of such calls is the greatest source of |
| the answering service desk is to keep calm. Call | | | | stress in the answering service sector. After fielding |
| centers are very particular about how agents react | | | | such a call, the agent is more likely to lose focus and |
| and respond to such calls. The agent is not supposed | | | | become distracted. This, in turn, affects the |
| to snap back or react strongly to a caller, even if the | | | | performance at the phone answering desk. Such calls |
| caller is not really on his/her best behavior. The phone | | | | serve no purpose, either for the BPO firm or for the |
| answering agent is expected to try and cool things | | | | caller. Telemarketing agents are known to quit their |
| down and to push for constructive discussions. The | | | | jobs because they couldn't handle the abuse any |
| agent must not lose sight of the telemarketing angle. | | | | further. Other than personal insults, there are boos for |
| Their job asks them to sell things, whatever be the | | | | fake accents and pseudonyms that these |
| circumstances. A good way to calm an aggressive | | | | telemarketing services agents use. Only the mentally |
| caller is to listen to the caller patiently. The caller might | | | | tough can stand up to this constant, continued |
| calm down after letting off the steam. If the BPO | | | | challenge. |
| agent can hold his own against the tirade of complaints | | | | |