The existing call center companies are capable of answering phone calls from different clients who need to resolve a problem in the best possible solution. Unfortunately, there are BPO representatives who start aggressive calls for various inbound transactions and this is one reason why some clients are unhappy during the actual conversation.
If ever you encounter an aggressive BPO agent, you must keep your composure when you answer the telephone. If possible, be sure to maintain your temper and respond to the caller properly. Remember that an agent who snap back strongly to the client maybe expecting the possible consequences later on. You can always file a complaint to the manager and let them make the necessary actions as part of the rules.
Call center representatives need to focus on the telemarketing angle because they accepted their job, whether they are selling a product or offering a service over the phone. In case the agent is acting rudely, you can calm the person down by listening to the discussion and letting the steam off. Keep in mind that the BPO agents know how to control their temper and if they fail to do so, they may end up losing their occupation.
There are instances that some callers are not respecting the agents during the discussion. In most cases, they even say abusive words against the call center agent. This kind of situation usually happens in many inbound call centers and to avoid further argument, it is the responsibility of the agent to press the “crank call” button to end the discussion. Using this button, it disconnects the call automatically right after the warning signal from the agent.
Majority of the call centers are recording the number of calls and offenders to use the records for references. They can also block those callers who have higher tolerance, particularly those male call center agents. As for most female agents, they quickly decide to press the crank button even after the initial warning because they cannot handle the pressure anymore.
It does not matter if the BPO representatives are on the right position or not, the discussion triggers a huge amount of stress when answering the telephone. Because of this, the agents are more likely to lose their focus due to the distractions they encounter. This situation affects the overall performance of the company, especially if the caller decided to file a complaint against the representative.