The global COVID-19 crisis is putting enormous pressure on call centres, especially those dealing with health or emergency services. How do you keep your cool and handle incoming calls well that are coming from panicking users?
Show empathy
For several weeks, call centres have had to deal with worried and anxious users who want answers to their questions. They want to know if they have contracted COVID-19, if they will be reimbursed for their show ticket, if they will be able to obtain financial assistance from the government.
“When a call centre is faced with an anxious user, it is important to stay calm and show empathy,” explains Kathleen Giguère, director general of the Centre de crise de Québec. To do this, using language such as, “I hear your concerns” or “I understand your situation” will help calm and reassure the user.
Stay within the limits of your skills
Caring is an essential concept in call centres, especially in a time of crisis. Kathleen Giguère reiterates however the importance of respecting the limits of your skills and role, knowing that these limits can vary depending on the area of activity of the call centre.
For example, someone who works in customer service for an airline will not have the skills to assess a user’s health.
If the conversation diverges, the worker will have to refocus it and politely bring the user back to the purpose of the call.
Stay alert to signs of distress
Certain behaviours can lead the call centre worker to believe that a user is in distress. Examples include a person who does not listen, who repeats themselves over and over, who cries or shouts, who says they cannot eat or sleep any more. Responses like, “I don’t know how I’m going to get out of this…”, should also be taken seriously.
Direct the user to the appropriate resources
It will be helpful to suggest to anxious users’ activities that will help them change their thinking. Reading, movies, a phone conversation with a friend or an online forum are all good ways to deal with isolation in this time of crisis.
In some cases, the user will need additional help. “If, when talking to the person, you sense that she is in distress, we have a civic duty to direct them to the appropriate resources,” explains Kathleen Giguère. Depending on the situation, it could be 911 emergency services, a provincial COVID-19 information line, a crisis centre or a resource specializing in mental health.