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Prevent yourself from being distracted by colleagues or external noises and concentrate on what your caller is saying.
You listen more effectively when you’re not talking, so refrain from interrupting your caller. Avoid pre-empting what your caller is going to say, chances are you will be wrong and miss some of the content of their conversation.
Summarise and reflect back to check you have heard the key facts and content of the caller’s conversation correctly. Have a pen and paper to hand and get into the habit of making short quick references to any questions you want to ask or points you wish to raise or comment on. Avoid stereotyping individuals by making assumptions about how you expect them to act and what you expect them to say.
We have tended to find that background noise and distractions in the room are one of the biggest barriers to listening skills. We used dual ear noise cancelling headsets and this had a significant impact on the amount of background noise.
I want to comment on this article as a customer as well as a contact centre manager because I have witnessed everything I mention (visually & audibly) and I have been on the receiving end of the same as a customer.
In my experience the two main factors in ensuring your employees’ listening skills are at the very best level is by first of all removing all distractions such as internet, email, desktop games and similar and make sure everyone answering the phone has a pad and pen.
Call centre layout will also help, especially if you’ve adopted the use of call centre furniture with divides, etc.
While most mobile phones are banned from most companies, how many times have you seen the girls staring in their handbags or the boys rushing to the toilets on a frequent basis?

Distractions come in all shapes and sizes and there isn’t enough time in the day to list them all here.
So to summarise: By removing all distractions and having team leaders and managers focusing some of their time and energy on these factors will enable customers to receive the very best attention from your employees. It reminds me that LISTEN attentively should come first & it is very crucial if we want to HELP customer efficiently without asking customer to REPEAT the same info twice. Thanks for great reminders of paying attention and listening, and it applies to all jobs not just those in the call centre. The following quiz shows just how shockingly little information we take in during a phone call. I think good listening is a life long learning skill, because emotions usually weaken what I have learned.
Fantastically crafted…The things mentioned in this article are actually obvious but oftenly forgotten by reps.
Great post, we agree that listening is really the key element here when talking to people on the phone.
This is a topic that has featured in most of my trainings, and agents still fall short of some these tips. Listening, means that you do just that, you Listen AND Understand, they have to go hand in hand in order to provide the customer with the service or resolution that they are looking for.
Apart from this, I personally feel that improvement on active listening will surely help the other parameters as well.
Why is is that some companies are able to resolve complaints, and others get bogged down in "the process"?

And to see how bad I am as a listener - but illustrate one art of good listening, that of repeating what the other person has said! I only got 50% on my first attempt, and considering I have an interview tomorrow to work in a call centre I think my listening skill need an overhaul. It reminds me of my certification presentation as a CS Trainer for Centum Learning Ltd on topic Listening Skills. Also I know this sounds funny but I look at only one thing as I’m listening and it is an item on my desk. Statements such as “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back and summarise. If you are thinking of answers and responses whilst the caller is speaking, you are not listening. I’d even go so far as to say that listening skills development can lead to a wealthier and more successful life! Listening attentively to the customer is half the battle and one that is in your power to control.
We do not have cube’s, I do not belive they are practicle for our office because many times we a have to interact together because we get more than one caller at the same time calling on one client.
It may sound funny but I already mastered how to pass the interviews and exams without sweat.

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