Making Call Centers more friendly

Learning customer personalities to better manage call centers « The Operations Room


One response to “Making Call Centers more friendly

  1. As a certified PCM trainer, I can attest that the behavioral cues usually allow a relatively accurate profile to be determined within 1-2 minutes. Every spoken sentence contains on average, three indicators of personality and communication preferences. When you know what to look for, it doesn’t take long. In person, the additional cues of postures and gestures allow even more accurate and quicker diagnosis. Even in e-mail communication, personality preferences are pretty clear within a paragraph, if not by the second exchange.


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