Interview with Keith Fiveson of the ATA

Keith Fiveson, CEO of ITESA sat down with Customer Management IQ’s Blake Landau to discuss how to manage effectively in the call center using an important and often ignored tactic EQ. Handling calls efficiently may be one of the main tasks of call center representatives. However, this includes the call center representative’s ability to listen, build a rapport with a customer, engage in a dialogue and solve problems in the call center. The ability to handle odd timings, and call center work pressures, are areas where call center candidates need to excel and not get hijacked due to stressful emotional situations. Issues of self-control, self-esteem and self-motivation are areas linked to the emotional quotient. Identifying and growing these effectiveness skills is essential for call center performance. When call center representatives, call center management and call center managers can be profiled for EQ it makes it easier for human resource managers to determine, coach and develop “star performers.” Attrition rates are also significantly lowered in the call center that includes EQ assessment as part of their recruitment process. Moreover, the call center doesn’t need to worry about recruiting the wrong call center candidate, resulting in a significant saving. With added pressure from clients to cut down on call center recruitment costs, exploring the implementation of EQ assessment in the call center has gained momentum in the industry. The call center is one of the main industries where the Emotional Intelligence factor comes into focus. Moreover, it is a good return on investment when it comes to the selection and retention of call center representatives. Profiling call center candidates through EQ testing helps create a corporate culture imbibed with an atmosphere of teamwork and leadership.