During our training, most of us may have focused more on harnessing our speaking skills. However, good speaking is rendered useless if we do not know how to listen well. Hearing and listening should not be equated, for they are different. Most people capable of hearing may not know how it is like to listen, and those who may be devoid of hearing ability may uncannily have an unusual knack for listening—which is understanding with their minds and hearts that is. For call center agents, listening involves not just hearing your customer out but understanding his needs. Doing so enables you to respond properly and communicate in a way that best serves his and your interest.
Nonetheless, sometimes in a desperate need to end the day, as we are already frazzled by stress, it is a common mistake to just speak like a phone recorder, droning on without even noticing that we are talking at the same time as the person on the other end of the line. Once this happens, no exchange of information takes place, hence the process is botched. By this, we are hampered from meeting our goals. And when our goals are not met, we lose a potential customer, thus we fail to serve our purpose.