Outcome2: Excessively polite agents may find it hard to end the call after building an over friendly rapport.
Explanation: Especially in processes like tech support, in which, you mostly have to be to-the-point in your discourse with the customer, a polite agent may start indulging agents on their personal life. This can waste a lot of time on the call and may lead to long queues of waiting customers.
Outcome3: Your company has to start making illogical exceptions.
Explanation: Nowadays, it is seen that word of mouth spreads pretty fast due to the rise of social media platforms and forums. So, when your call center agents start making exceptions, you generally get other customers calling in and referring to those instances where exceptions were made. In this way, exceptions can completely misbalance your customer service operation and may cause you to change your important polices. Definitely bad for business!
The nature of call center business is such that it requires the agents to tread a very fine line when it comes to dealing with customers. Any act of excessive politeness can come back to haunt you in the longer run. Therefore, it is absolutely essential that your call center agents are well-trained on company policies and know the different between being polite and being wrong.
In case, you are not too sure about the capability of your agents or are looking for a vendor that has experienced agents (who know how to be polite without hampering company policies), it is best to use call center outsourcing solutions provided by a competent vendor like Bluechip Call Center.