active listening with speaking 3 scripts

This call listening activity involves simply asking a group of advisors to write down the answers to two questions.īut, before you do so, it’s important to make sure that the team don’t know that this is an exercise specifically designed to improve call center listening skills. Here are four training activities, suggested by Caroline Cooper, that will help you to develop active listening in your contact centre. In addition, if the advisor uses active listening, they can ask more relevant questions and thereby lower call handling times, as well as offering a better customer experience.įind out more about lowering handling times without negatively impacting the customer experience in our article: 49 Tips for Reducing Average Handling Time (AHT) Four Active Listening Training Exercises

“To do this on the phone, mirror the caller’s vocabulary and interject with lots of ‘yes’s’ and ‘uh-huh’s’, to signal to the customer that they are being listened to and supported.” Why Is Active Listening Important?Īctive listening is important as it allows advisors to check their understanding about something while also allowing them to get to the heart of the matter.įrom a customer’s perspective, active listening also helps to build trust, which prompts them to be much more honest and open with the advisor. A key element, according to Caroline Cooper, a trainer and consultant at Naturally Loyal, is “letting the customer know that you’re listening and, of course, on the phone that’s much more difficult than in a face-to-face situation.”

Active listening with speaking 3 scripts