The Importance Of Emotional Intelligence In Call Centers During The Coronavirus

With the coronavirus crisis accelerating, we are constantly exposed to excess information. In a situation of uncertainty, we don’t know what to expect and we listen carefully to any new developments, focusing on what experts tell us to do to stay safe.

The unknown, and the volatility of the situation, keep us nervous, wondering what will come tomorrow. This situation can make us feel fear, overwhelm and helplessness. While the threat is real, panic and having no control over our emotions will make matters worse.

To help us, both at work and personal level, there is a concept that is being talked about a lot these days: emotional intelligence.

What Is Emotional Intelligence?

Emotional intelligence is the ability to accurately perceive one’s own emotions and those of others; understand the signals that emotions send about relationships; and manage their own and others’ emotions. It does not necessarily include the qualities (such as optimism, initiative, and self-confidence) that some popular definitions attribute to it.

In the workplace, this type of intelligence is essential for department leaders and managers at the moment, since they can help manage relations with employees and maintain team motivation.

The Five Elements Of Emotional Intelligence:

• Self-awareness: The ability to understand your own strengths and weaknesses and how they affect social interactions.
• Self-regulation: The ability to manage emotions, respond appropriately to situations, and express emotions with control.
• Motivation: The ability to develop self-motivation, instead of depending on external factors such as money, recognition or job titles as a source of motivation.
• Empathy: The ability to understand and be understanding of the situations of others.
• People skills: The ability to connect and build trust and relationship with others.

Why Is Emotional Intelligence Important In Call Centers?

Contact centers can only be successful if agents have the skills and traits to build long-lasting customer relationships. To build a truly customer-centric organization, therefore, your employees must be very emotionally intelligent.

Five Advantages Of Cultivating This Trait Among The Team

1) Build Strong And Productive Teams

Great teamwork can only be accomplished if your members can communicate with their colleagues and work in harmony with each other.

2) Make Better Hiring Decisions

When hiring representatives for customer service, managers must be vigilant not only in technical expertise but also in traits that indicate a high level of emotional intelligence. Some of these are independence, self-awareness, open-mindedness, and the ability to get along with others.

3) Improve Leadership

Just as hiring emotionally intelligent employees is crucial, leaders must also subscribe to leadership practices that are, too. That way, they will be more responsive to the needs of their workers, which is the first step in driving employee engagement.

4) Better Relate To Customers

Emotionally intelligent call center agents are empathetic and personable. They can communicate effectively and are often great for conflict resolution. These key skills allow brands to build meaningful relationships with their customers.

5) Improve Organizational Culture

Companies can nurture the emotional intelligence of their employees by immersing them in personality development and communication training. Leaders must also receive training on how to manage their employees effectively. By doing so, customer service companies can create a collaborative and more productive internal culture.