The customer service call centers can make a better impact on their service when they study the behavior and speech patterns of the callers. The way a caller interacts with the call center agents speak a lot about their mindset and how they are looking at their association with your brand. There are some give-away words and phrases that the experts term as ‘closure triggers’. These triggers have to be identified by the agents as expressions of dissent against the brand – something that can be interpreted as early signs of the customer deciding to terminate their association and look for some other brand.
What can customer service call centers do to identify and then deal with the closure triggers? To identify them, the inbound call center has to look at the calls carefully during training sessions. Record the calls and listen to them carefully. Train your call center agents to recognize the words and phrases that can be classified as closure triggers. The best way to deal with them is to make call center services a much better experience for them. You have to treat them specially so that they may understand how much you are interested in continuing to do business with them.
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