Develop emotional intelligence in employees

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Lack of empathy

Lack of empathy among call center operators can lead to a number of negative consequences:

Decreased quality of service. This is expressed in the incorrect understanding of customer requests, provision of incomplete or inaccurate information, as well as the inability to promptly resolve problems that arise. As a result, customers remain dissatisfied with the service and may turn to other companies, which india mobile phone numbers database reduces the company's profits.

Loss of customers. Customers who have encountered indifference from operators may go to competitors. This happens due to negative experience of communicating with company employees who do not show interest in the problems of customers and do not try to help them.

Damage to reputation. Negative reviews about a company and its employees can spread among potential customers. This happens because customers who have experienced poor service or indifference from operators share their negative experiences with friends, relatives, and acquaintances.

Tips from LiveTex : How to Help CC Employees Increase Their Empathy Level


To begin, take an emotional intelligence test, you can use the questionnaire by N. Hall. As part of the implementation of the EQ concept, companies usually conduct 2-3 general trainings with a break of a month. Choose programs that include a lot of practice, analysis of emotions and behavior. More information about the development of emotional intelligence in employees is given in the article: emotional intelligence (EQ). How does it affect business performance and sales?
Work out a script for communicating with clients