Down The Rabbit Hole: How Time Pressure Erodes Call Centre Empathy

Much like the White Rabbit of Alice in Wonderland, frantically checking his pocket watch and anxiously exclaiming “No time to say 'hello, goodbye,' I'm late, I'm late, I'm late!" we often find ourselves racing against the clock in call centre environments, prioritising time-based metrics over efficiency and quality, particularly in customer interactions. Let's go down the rabbit hole and explore the time barrier hindering empathy in call centres and explore strategies to overcome it.

Drawing from my experiences of handling challenging calls and training call centre and helpline staff in empathy and active listening skills, the perception that empathy consumes too much time, potentially impacting adherence to average handle times, emerges as the most significant barrier to its widespread adoption. This concern, though seemingly valid, often arises from a misconception of how empathy truly influences call dynamics. Managers may fear that agents who utilise empathy will experience longer calls, jeopardising their ability to meet performance targets. However, this perspective overlooks the counterintuitive benefits empathy can bring to call centre efficiency.

Here's why empathy shouldn't be perceived as a time-consuming luxury:

Reduced Call Escalations and Repeat Calls:

If your experiences are anything like mine then I feel sure you'll have had times when trying to explain a problem to an agent is akin to banging your head against a brick wall. You know full well you're going to have to call again in the hope that you'll get to speak to someone who will understand! However, when agents actively listen and address the underlying emotions and concerns of customers, they can resolve issues more effectively on the first call, eliminating the need for frustrating escalations and repeat calls, which typically require significantly more time and resources. A study by the Ascent Group has shown that escalations can take upwards of three times longer to resolve than first-call resolutions, underscoring the efficiency gains achieved through empathetic first-contact resolution.

Shorter Call Durations Through Clearer Communication:

Yes, you read that right, shorter call durations! How does that work? A genuine connection cultivates trust and cooperation between the agent and the customer, leading to clearer, more concise communication. Customers feel comfortable expressing their issues without the need for repetition or emotional outbursts, enabling the agent to understand the issue quickly and work towards a faster resolution. For instance, a study by the Aberdeen Group revealed that companies prioritising customer experience reported 14% shorter call handling times compared to those who didn't.

Shifting the Focus to Quality Over Quantity:

While meeting call volume targets is crucial, it shouldn't come at the expense of customer satisfaction. Call centres stand to benefit significantly from prioritising the quality of interactions over sheer quantity. Metrics such as customer satisfaction scores and resolution rates offer a more holistic view of agent performance, with empathy demonstrably improving these metrics. A study by Bain & Company found that increasing customer satisfaction by 5% can lead to a profit increase of up to 85%, highlighting the direct link between empathy and business success.

By reframing the perception of empathy and by providing the appropriate training, call centres can surmount the time barrier and unlock its true potential to enhance both customer satisfaction and agent effectiveness. Remember, it's not about spending more time on each call, but rather about investing time strategically and efficiently to achieve the best possible outcome for all parties involved.

Ready to unlock the power of empathy in your call centre? Steve Tollerton Training's 20+ years of experience can equip your agents with the skills to:

• Understand customer emotions
• Respond with empathy
• De-escalate conflicts & build rapport

Boost customer satisfaction & drive business success. Contact us at [email protected]