Incorporating Emotion: Contact Centre Services

Incorporating Emotion: Contact Centre Services

26 June 2017

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Customer Service can often be described as an emotional experience. You will have callers who are flustered, upset, angry … And hopefully, some very happy and satisfied customers for the most part. So, how can contact centre advisors offer a service that compassionately reflects the customer who they are currently dealing with?

Despite the fact that many contact centres are in the process of offering more automated services, such as Live Chat or Messenger, there is still the need to make a connection with the person at the other end of the phone (or Skype call). After all, we’ve all seen those comedy sketches about machines not being able to recognise our accents or what we’ve said.

The need to inject genuine human emotion in to a contact centre call is just as pressing as ever. It’s a proactive way of ensuring the customer journey is a satisfying and productive one. How a customer feels they have been treated by a company is often a key component of brand loyalty, in terms of committing to further purchases or recommending a business to their peers.

Think about it: How often do you recall a positive or negative customer services experience with a company when a friend or colleague asks you about them? Therefore, emotional experience can have a massive impact not only on reputation but profitability.

So, how can you achieve this emotional connection? Here are my ideas:


Although many contact centres follow a script for customer phone calls, it is important to include elements that make the customer feel as if they are being treated as an individual. For instance, ask the customer how they would like to be referred to (e.g. Mark or Mr Stokes) to start things off on the right foot. It’s important to make the customer feel respected and valued.

Body language

Okay, your customer cannot see you on the other end of the phone, but sitting up straight (or standing, if possible) and smiling can make a big difference to how you sound. This is particularly relevant if your company expects you to take Skype calls from customers. You should always be dressed professionally and look interested in your customer.


It might be nearing the end of a long shift, but a customer doesn’t know that. Your tone should remain consistent in terms of positivity and politeness. Saying “thank you” at the end of the call will also go a long way to demonstrate courteousness. A customer is less likely to recommend your brand to a peer if they feel like the advisor they spoke to sounded bored or distracted.


This ties in with tone. A customer does not want to deal with an advisor who sounds like they could care less, particularly if they are angry or frustrated. It is a key component of good customer service to offer an empathetic ear to your customers. Show them that you can fully understand their emotions, and that you are doing all you can to alleviate the situation. Good manners go a long way.

If you are interested in working in the contact centre market, I would be delighted to help you on your job search. You can speak to me confidentially. Click here to see my details. 



Written By Cheryl Stobo


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