3rd Party Remote Call Monitoring Feature
How 3rd Party Remote Call Monitoring Can Help Agents Determine the Mood of the Caller
How easy is it to determine the mood of the person on the other end of the conversation? For any married man, just the tone and pitch of his wife’s voice gives him some insight into what he should expect for the rest of the day. For those who are not involved in an intimate relationship, however, picking up on such cues may be a little more difficult. Companies that offer 3rd party remote call monitoring, however, have discovered some easy tells.
Conversing exclusively by telephone limits our ability to see facial expression or body language. It forces us to use heightened listening skills to pick up on the mood or disposition of the person on the other end of the line. Call center agents need to perfect this listening skill so as to properly respond to the caller. Fortunately, 3rd party remote call monitoring can help.
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The feelings and thoughts of the speaker are often shared through cues we can pick up on in typical conversation, according to a recent Call Centre Helper article. For instance, the pitch of the speaker is a good indication of mood. A smiling caller is likely to have a higher pitch than the frustrated caller. And, while the pitch of the woman’s voice will be higher than a man’s due to natural differences between the two, the emotional state of the person has the most impact relatively.
The pace at which someone speaks is another tell when trying to assess the mood of the caller. Some people may be naturally slow or fast when it comes to speaking pace, but it can also be an indication of emotional state. A quicker rate of delivery indicates an excited or elated mood. A slower delivery generally indicates a more serious or dejected state of mind.
A caller may also demonstrate power in their emphasis of a word or part of a word by raising or lowering their voice. When a word in a sentence is emphasized, it completely changes the meaning. It’s important to listen to where the caller places emphasis and where he or she pauses. If several pauses are used before or after words, the caller may be a little angrier than he or she is initially letting on.
Finally, inflection and tone are also good indicators of a caller’s mood. In natural conversation, we don’t stick to one pitch level. The voice tends to slide up and down the scale as we express different thoughts and feelings. The same is true about tone as it changes according to our mood and is often described as the light and shade of the voice.
When 3rd party remote call monitoring is used to gauge the health of the call, all of these elements can be examined for training purposes. Agents can learn to pull out different pitches, tones, inflections, paces and more to have a better understanding of the mood of the caller before the conversation really starts. Armed with that information, they’re better equipped to complete a successful call.
Edited by Blaise McNamee