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Q: I’m not sure how it is for guys who work in call centers, but as a woman we have to listen to inappropriate comments more often than we’d like. How would you handle someone who steps over the line if you were in our position?

A: I’m certainly not in the same position as my female counterparts when it comes to inappropriate comments from callers. But having been a manager in a call center, I’ve had to intervene in many interactions where a caller has overstepped the boundaries of good judgment and respect.

To handle misbehaving callers, it’s important to first distinguish between a caller being irate and being disrespectful and downright crude. When a customer is upset about something like a bill, for instance, their annoyance is often directed at a company and only channeled through the agent, the agent being the initial person the customer speaks with. So at its core, the caller’s issue usually isn’t “personal.” However, when a customer says something unbecoming to an agent, and says it deliberately, it becomes very personal.

Unfortunately, in most such cases, the caller is male and the agent is female (though not always). “I like your voice, are you single?” “Do you come with the product?” Innocent enough, some people say, but many times the comments include far stronger sexual overtones that would qualify as harassment in any other business environment.

In a call center, though, agents must keep their cool and not escalate unacceptable conversations. Or at best, they’re required to try to diffuse them. Imagine an inbound call in which a customer gets a bit too aggressive. Let’s say “Mr. Smith” called with a few questions about a product, said he’d be in the area, and wanted to schedule a meeting with a sales person. But halfway through the conversation, he also lets it be known he wants the agent to be his escort for an evening:

“Yes, Mr. Smith, I’ve noted your contact information and will have our sales representative call you to schedule the meeting at our office.”

“What say I call you back when I get in town, Cindy?”

“Oh, that won’t be necessary. Our sales representative will conduct the meeting with you.”

“Yes, but that will be during business hours. I’m talking about after hours. I’m staying downtown near your office and it would be my pleasure to meet you after work. Perhaps over dinner?”

“Mr. Smith, I am very flattered, but I have to say no. I’ll be glad to answer any other questions and make sure our sales rep gets with you.”

“Are you married, Cindy?”

“Well, no. But that is a personal matter, Mr. Smith, and isn’t relevant to my helping you today.”

“I agree, but you could certainly help your company by…”

“I’m sorry, Mr. Smith. As you were informed at the beginning of this call, this conversation is being recorded for monitoring purposes. Therefore if you have no further questions, I’m recommending that we end the call at this point. Thank you for your interest in…”

Being polite but stern is the best way to handle a questionable situation. Yet, there are other times when “inappropriate” really is innocent, like in this recent entry for our “Outrageous Interactions” promotion.

“I was on a call to an elderly lady once, pacing nicely through my sales script, when after a couple minutes she suddenly interrupted and whispered ‘Excuse me, I’m on the toilet and I thought you may have heard me tinkling.’”
You can reach your own conclusion about how the agent should have responded to that.

The “Outrageous Interactions” Promotion
Agents and managers, we know you need an escape. So how about a five-day/four-night trip to Hawaii? Just tell us your stories of the most memorable interactions you’ve ever had with customers. Phone call, voice mail, e-mail, Web chat or a letter. Or, you can win $500 if our panel of judges selects your “referral” story of another agent of manager.

Submit your entries before August 31, 2008; we’ll announce the winner on September 30, 2008. For more details, the Official Rules and an online entry form, visit the “Outrageous Interactions” Web site at www.outrageousinteractions.com. Hawaii is calling.

Tim Passios is Director of Solutions Marketing for Interactive Intelligence Inc. and has more than 17 years experience in the contact center industry. Interactive Intelligence is a leading provider of IP business communications software and services for the contact center and the enterprise, with more than 3,000 installations in nearly 70 countries. For more information, contact Interactive Intelligence at [email protected] or (317) 872-3000.

 

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