How about a tiny dash board on every call center operator’s computer that shows the weather where the caller is?
My hunch is rapport would improve.
If a caller sounds frustrated or unpleasant, it could be that it’s a freezing, rainy day. Weather can affect mood. Knowing this could help the operator be less judgmental and more understanding.
Small improvements can go a long way, especially on the phone when 55% of communication is lost.
The three elements of communication are:
- 7% Words
- 38% Tone of Voice
- 55% Facial Expression (LOST on the phone)