Listening Comprehension Skill

Listening Comprehension Skill

Listening Comprehension Skill

Listening is a crucial skill.  In the call center world, where oral communication is the most common form of interaction, listening takes an even higher level of importance.

In order to be successful on the job, call center agents must strive to master listening and comprehension skills.  These skills, while innate in some individuals, are noticeable underdeveloped in many people.  

In order to improve their listening and comprehension skills agents should attend specialized training classes where their ability to quickly discern key information will be tested and practiced multiple times.

Listening exercises tend to be a key component of any listening and comprehension skills training.  usually, the facilitator will tell stories and will ask participants questions about the story.  This is a good first step but more intensive training is required to really get people to focus on what is being said.  

Some quick tips on improving listening and comprehension skills are to:

1) Take notes, if possible, about key point made by callers.  This will force the rep to focus on what is being said.

2) Repeat or restate what the caller has said so that everyone is clear about the main issues to cover.  Repeating the concerns allows for the caller to correct any misunderstanding on the spot.

3) Don't get distracted by the caller's demeanor.  Specially if the caller is agitated, stay focused on the issues.  Be mindful of the caller's state of mind when the interaction takes place, but keep focused on the real issues to address, not the words used.

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