How to Improve Active Listening for Call Center Agents

Here's how you can improve your active listening skills over the phone. This discusses verbal, nonverbal communication, and tips on how to properly respond to customers.
#activelistening #customerservice #callcenter #bpo
00:00 Why active listening is important
00:15 Nonverbal communication
01:11 Paralanguage
02:47 common nonverbal cues in phone conversations
03:00 sighing
04:06 anger vs hesitation
05:18 how to show that you're listening
08:22 happy vs sarcastic customer
10:58 how to practice active listening
11:30 forgetting information while CS is talking
12:16 how to properly respond

[@Lunaxyzxd]

this is where i lack 😾 after my cx tells me their problem i was like "sorry can u please repeat that for me again?" im already screaming inside lol

[@Luis-qu5vg]

Me as well, don't know what to do and I need to tell the CX to say it again and then they get angry Lol!

[@blueclift5582]

Same 😭😭

[@JoseJimenez-jw2nf]

Same 😂

[@osiris7998]

Same

[@Lunaxyzxd]

Update yall, AFTER WORKING ON THIS FIELD FOR TWO YEARS I SURPASSED IT!! YALL CAN DO THE SAME TOO, WHAT I DID IS I FAMILIARIZED ALL THE PROCESS AND THE POSSIBLE CALL DRIVERS THEN THERE U CAN GUESS WHAT THEIR PROBLEM ISSS

[@marvinfronda5303]

I have been in bpo for so long but I have never heard these being discuss by anyone in position. All you hear from them are generic response which in my personal opinion are all nonsense. Even a QA are dragging you down to the bottom. Thank you sheena your methods are incredibly useful in real situation. I have tremendously improve my performace to the point I have met all my key metric. Thank you ☺

[@joshuapaulito4608]

Aside from voice quality, your outstanding teaching skills never fail to make me listen actively to your videos! I truly appreciate your effort.💓

[@sammyestoce1466]

Besides po hindi beside. theres a big difference between beside and besides....😊

[@joshuapaulito4608]

@@sammyestoce1466 Tnx for that. I was actually sleepy by the time I left that. 😴

[@Mackie..]

"Besides" is right when you omit "from". If not, the "Aside from the voice quality" would work.

[@marycjey4141]

Being a good mentor requires an exceptional ability at explaining anything and make it easier to digest , and I see you as an epitome of a good mentor. I like that you give a lot of examples/scenarios in each of the topic you discuss. Thank you ma'am , you deserve my subscription.😊

[@alicecooper2853]

Thank you for this! I'll be starting my training soon. We're just waiting for the final schedule. Your videos really helped me throughout the application process. I'm hoping to pass the training, and I'm taking notes while watching your videos.

[@cayetanosara2990]

Thank you so much for having this kind of informative videos ❤️❤️❤️

[@HUNTOfficialYT]

did u pass your training?

[@emilleneaquino4572]

@@HUNTOfficialYT UP

[@HUNTOfficialYT]

@@emilleneaquino4572 I also passed my training and after almost 3 months I got promoted as a member of the specialized group :) thanks to kwestyon's videos, it helped me a lot.

[@ReprogrammedToHate]

I'm so glad i found this video, i'm on my final week of training and they told me to really improve my active listening. hope everything goes well. much love from Perú.

[@cleangoblin2021]

11:36 right on the money💀 I thank you for reassuring that this is a pretty common phenomenon and im just not attributing it to my possible adhd. Your lessons are so fun to listen to as well ma'am. It's not uncommon for my mind to jump places but you have me well entranced

[@Mackie..]

I personally love and admire the way you communicate in English , ma'am! It's as natual and melodic as a gentle and calm stream flow. You don't overdo it or I should say "over-pronounced" English words, unlike other call center agents out there who seemed to have their mouths stretched out unnecessarily. Kudos and thanks a lot!

[@mstamum.4958]

I am here to learn how to be an active listener in customer service, but also how to retain the information that is given to me. I had to take three assessments for a call center position. The assessments were for basic computer literacy, business etiquette and call center listening skills. I failed the listening skills. I will get one more chance to take the assessment for the call center. Watching your video is helping me so much. I see where I went wrong. I had no idea how to answer the questions, because the callers were either speaking too fast, there was interference on their end in the background, or I simply couldn't retain all the information. All the tips you give in your training video are superb. I feel much more prepared and confident in retaking the assessment. Thank you.

[@jessecababes6142]

My training will start this coming monday and by watching your vids, I am confident enought that I can do it even if I dont have any bpo experience yet. Stay safe Ms. Kwestyon! More power! ❤️☝🏼

[@eywontayag8873]

Any update po?

[@rolopezjutba5449]

I'm an agent before and I really like watching your videos. Your tone of voice and English pronunciation is very good, which really makes me watch all of your videos. I love it.

[@eduardocortezjr.5542]

I just wan to learn some techniques on handling customers, usually I skip the video easily but with you I finished all the videos. It really make sense for me and thank you so much! Keep safe always and have a great day! 🥰

[@Iksmohj1]

Few things why I subscribed to Kwestyon channel.First,she explains the situations very well and elaborately.words by words if you ask me.Secondly, giving the right solutions to the customers' concerns.Third,giving you the motivations that you might need when you apply to a call center.Ms.Sheena,you're the best.more power to your channel.😊😊🙏🙏

[@kioscovirtual7889]

I agree with you , audiobook taught me a lot ,how show off the emotions and every word we said it.

[@arabella007]

Thank you for this!! just started my call center journey and your videos are really helpful thank you so much :)

[@duqueshinclaudem.s2035]

I wish you are my English teacher and I will never be absent in your class. I've learned a lot from you.

[@Malaya-op6dl]

HI MS. KWESTYON I JUST WANT TO SAY THANK YOU FOR ALL THE TIPS, I'VE LEARNED A LOT BY WATCHING YOUR VIDEOS . KATATAPOS KO LANG PO FINAL INTERVIEW SA ISANG BPO COMPANY. WAITING FOR RESULT HOPEFULLY PASADO😊. SOMETIMES NAKAKATULOG AKO BECOZ OF THE TONE OF UR VOICE, THERE ARE TIMES NA GINAGAYA KO TONO MO AND THE WAY U SPEAK HiHiHi! GOD BLESS YOU MORE SUBSCRIBERS TO COME😊😘 Edited: I received J.O now from Company A hehe but still waiting For Company B which is mas convenient para sakin kasi 10-15minutes away lang

[@noname-pt8pg]

Hello, Ms.Sheena! I got hired already last September. Your videos helped me a lot. I'm on training now in telco account. I'm still watching your helpful videos. Thank you so much, Ms.Sheena! More success to your career! 😊

[@frasesdeelninjaquelosabeto8675]

Videos about insurance health? Blessings from Colombia 🇨🇴

[@kenneth9320]

You're amazing!! Thanks for helping us improve our listening!!

[@Irishrose5424]

I have learned over the years that before you pick up any call. Take a Deep breath. Why because there might be a hot call coming in ...(annoyed customer) It is NOT personal. Give the proper greeting and opening required by your company. Even if the customer is upset. Remember they are not mad at YOU. Take good notes what the customer is saying and repeat for understanding what the situation is. Try to use words and not ums yeahs, nah or filler words. They make customers more agitated. Use real words.

[@mcbtzxc154]

Really needed this one!! Graduated as a teacher but will start my training on Sept 15. Thank you so much for this.

[@florymae6458]

Anong company mo po? Any tips naman po for the training. Education graduate din ako

[@1smurda]

my first day of work was today. tomorrow here i come! thank you ! 💯

[@RhenhartLosaria]

I am the first here. You helped me a lot miss Sheina. I believe I deserve a shout out on your next video. Thank you!

[@ricksolas9557]

Thank you.. Nakita lng Kita sa youtube recently and then I click pinanood ko lahat ng videos mo. For the 3rd time n mag apply sa BPO sa wakas nakapasa n ako.. Thank you for all the effort..

[@flawedkfka2181]

Currently in my preparation before entering this industry. Your videos are very helpful. Thank you so much, Ms. Sheina :>

[@oly7669]

Thank you for this! Such an informative and useful video!

[@user-ed1vo1cf1y]

your topics is out of the box ! ive never see this kind of specifc advice in any other bpo vlogs kuddos.

[@Kwestyon]

Thank you! 🙏🏼

[@karennieto2718]

Starting on my new job tomorrow for some reason after watching your videos I feel confident ❤️

[@shengtv2688]

Im currently In training and will be graduate soon in UPS Company . I really Love your vids. It helps me a lot to improve my Communication

[@ejpbvlogs8371]

This is so helpful. Thank you!

[@marialexrivas9847]

I Will start my training tomorrow, it really scares me I hope I can do it well I hope to understand every costumer accent and complete the training process as soon as well, thanks to share this valuable tools with Us... Love you ❤️

[@sablinsangan2651]

Another informative video from our very own MENTOR KWESTYON! I super love your content😍

[@jea7694]

Hello po ate kwestyon sobrang thank you po talaga sa mga tips na binigay nyo simula palang nung nag aapply pako hanggang sa makapasok na. Gusto kolang po mag thank you sa inyo sobrang laking tulong po lahat ng tips nyo dahil sa awa ng diyos naka 1 month nako mahigit sa work ko ngayon at sobrang happy kodin po . I hope po madami pa po kayo matulungan na aspiring applicants na gusto mag work sa bpo. The best po kayo ate 😍❤️

[@gjlvlogs]

I’ve been watching some of your videos and it has purpose for all the newbies, i just started working for Sitel and i think all of your content are very helpful. Thank you and keep going of what you’ve been doing on your channel.. i am looking forward you will post something for the candidates who wanted to get promoted..

[@petertumala1494]

same company here. I am a new hire also and I'll be starting my 1st training tomorrow. Hope I can make it💪.

[@kenjixenon555]

Thank you for the tips! Will be having my training for sales in BPO this morning!

[@forus2187]

Very helpful!!! Thank you!!!

[@arceliejaneestorgio]

as usual, siksik, liglig , at umaapaw sa impormasyon and video na ito.. superb!!!😍😍😍😍

My first day, coming from zero experience, no practical training, working from home; it`s gonna be tomorrow! Thank you so much for fiiling so many blanks Kwestyon. ...so ...Guess tomorrow I'll tell you guys how did it go :3

[@theaklanongardener2416]

Hi, miss! Thank you for sharing informational video like this. Tbh, your vids helped me pass my first BPO training. Thank you so much 💜

[@theaklanongardener2416]

And, mag-twotwo months na po ako. 💜

[@Kwestyon]

Congrats!

[@qxwx3092]

Thank youuu so much po! I'm not a call center agent. However, I'm really inspired to watch your video everydaaaay. Because of you ate, I have confidence to speak in English eventhough I'm still enhancing my pronunciation and grammar hehehe💜.

[@carmiemonsalud8270]

Hello maam, I am a newbie listener. it's very interesting to see you teaching us.Probably I don't finished every boring video's but all of your content was so interesting and so much to learn.

[@abo2517]

Wow! I have learned a lot. Thank you!

[@jelianbelen8084]

Thank you for this, I can apply to my work about this active listening

[@marieannaguilar5219]

Thank you for this!

[@j-celampong5724]

Glad I found on youtube. Your tutorial is so informative! New subscriber here😍

[@johnjasonbariuan8085]

Thank you for this. Big help 😍

[@pulkitarora8681]

my process trainer is also a subscriber of you , glad to know that I chose the right one . he was playing your video in the session although its not allowed

[@pulkitarora8681]

Tuesday is my first certification am a bit worried about it

[@ronaybanez5998]

I love listening to your voice and you say every single word. Very inspiring, definitely you will learn something in every video. thank you and keep going! ajaaaaa!!!!

[@Orohvlog8]

I love the way you speak❤ Thank you so much, i have learned a lot of your videos😘❤ God bless😇

[@jorgeoctaviototenajaramill7658]

I love your videos, they're always helpful and professional, really appreciate it, I have a question, by any chance do you know how can I improve my understanding when customers spell out words, emails and so on, this is really challenging for me

[@jaypeeduran6296]

I need this..thank you so much

[@rhomzkietfttv5571]

This is very informative. Thank you for sharing

[@YongkaGeneral]

I love the way you teach 😍

[@margaritawelch1838]

Your videos are always on-point! Woot! 🎆🎊🎉

[@candasetabanao6837]

Hi ma'am Shiena! Your contents were so helpful to me. I just get hired, I got the healthcare account. I will continue to watch your vlogs in the future. God bless and more power.

[@eunicenhanga1328]

Hello Sheina, congratulations on your channel, it is very useful and inspiring!

[@vanexceltaguba5120]

Thankyou so much miss! I've learn a lot

[@jhe-zacarias3341]

Hi thankyou for the informations i always watching you're videos and im so excited to learn more about.

[@Betisyou321]

This was really amazing, superb.

[@emelynfuentes2543]

This video is not only a help to cc agents doing their job but also to non cc agent like me. The topic is active listening which can be applied to any teleconversation between friends, lovers, etc. I was mentally taking notes of what shes saying. Thank you for sharing ur expertise on telecon.

[@heyitsjaeeee]

hello ms. sheena! i love your videos so much! I'm a call center newbie at iqor and your videos are helping me a lot.

[@misabuns]

i have my first live call today 😭 im so afraid and nervous but your videos have been calming me down a bit and hopefully ill remember enough of what your videos have taught me 😳💕 thank you so much

[@blckpnkroseislifeu6658]

How was it?

[@Brando-wc8fz]

I bet you quit

[@robin8814]

thank you for sharing this. I'm a fresh graduate of bshrm but planning to apply to a call center.

[@RhenhartLosaria]

Your videos were very helpful especially for newbies. You're a fairy God mother miss Sheina.

[@kenshinhimura4604]

Every videos really informative thank u!

[@aliciapatena273]

I'm always watching your videos,because I love the way you speak English.

[@miguelalvarado5957]

I wanna thank you for your recommendations. I am a fan of you. Best wishes from Peru

[@rockybhai8631]

Your videos always make me motivate ☺️

[@karenuy-millan517]

Hi, Maam I am a fan of yours, I almost watched all your videos and it is really helpful. Thank you for sharing more videos for mock call.

[@KelvinShowTV_]

Excellent video as always!!! Greetings from Dominican Republic 🇩🇴!!! 😘😘😘

[@orlytaburada7702]

Your my DJ, I feel like in heaven when I hear your voice ❤️

[@kenshinhimura4604]

My training will start on tuesday! Wish me luck!

[@Anne-fp1bs]

Thank you for your videos I've learned a lot 😘

[@TheCHAGO77]

Perfect!! Thanks

[@seanallendurian891]

This channel is really worth subscribing. Imagine hearing advices from a former CC Agent and a Quality Analyst 😇😊

[@geoclips1145]

Thanks for this.

[@mamamaefinds4447]

Thanks Sheena i am learning a lot from your videos.

[@SWITHELLE]

I really appreciate your videos , you helped me alot in terms of my Call Center Application before in Concentrix and now in Taskus.

[@nyongday9945]

Any tips po sa concentrix? Balak ko rin po mag apply sa kanila.

[@johnpaulalvarez4023]

Madami pong process Initial Typing test SVAR Final Depende po sa account Kapag pumasa ka sa Initial tsaka ka pa lang magSVAR then kapag pumasa then Final. Di ko lang po alam kung nachange na. Yan po process before nung face to face di ko lang po alam kung nabago na.

[@jesreeldandal2233]

You are good teacher .I love your video always.

[@bhxblee]

Super informative talaga ng videos nyo po!!! 😩❤ waiting for my final interview nalang. Sana makapasa.

[@nameless5594]

Your videos are very helpful. Hope I'll be able to make it in bpo

[@Ms.LuzEneida.Oficial]

Thank you, i realy love your videos, big hug

[@cristianeshakeel9402]

I love your videos! I'm from Brazil 🌹

[@yhalou4526]

This is very important esp. if the customer talks a lot that I got lost of her main concern then she expected that I literally know it all.I remembered closing my eyes to focus on her 100% while analyzing it .

[@dinaremichel2100]

The second customer makes me laughing ,the way that she is sound when she is saying,I'm very happy shows that she's not happy really 😁

[@pag-aaraltv9687]

Thank you Kwestyon!

[@johnanthonyingua1855]

Thank you so much for your help 😍😍😍

[@UsaM]

..to save yourself, you can do this sometimes : " sorry, you are cutting in and out". OR "the sound is kind of muffled. " 🤣

[@raddi-j8589]

Wise idea ahh.. Good strategy folkz..👍🏼😀

[@blckpnkroseislifeu6658]

Bagsak naman sa QA hahaha shuta

[@luismakario8249]

You got it.. i like the way how you talk. I admire you.. want to learn from you

[@mathewkessel3803]

Excellent ! Great Job Ms. Candice 👏👏👏 You Help a Lot of Guys On Your Videos ! Very Wonderful Tips ! Awesome Lot of Helpful Tips for Everyone 🥰 Thanks!!!!!!! Outstanding Teaching Skills 👏👏👏👏👏👏🤗

[@gracemerciales9407]

Thanks big help ❤️

[@jericolukebejoco5507]

Regardless of the gender, it helps everyone. Thank you so much! 😍💖

[@julieatis3531]

I will watch all your videos, _thank's so much for sharing,

[@NEYMAR3682]

I love you thanks for your help ❤

[@baeyuh]

this is so interesting!

[@wreth77]

Great vid..very informative 👌

[@CCSupernova]

Is it possible for you to have a podcast? Im inlove with your tone and pitch.

[@minaru3661]

8:48 potek naalala ko tuloy mga sarcastic kong customer nkakagigil hahaha.. eto gusto ko kay @Kwestyon kuhang kuha nya mga customer e. Di lang accent, pati pagka sarcastic nila and kung pano sila ma-irate. Parang nakikinig ka talaga ng recorded calls e. Dami pang tips.

[@joiezlpagaduan3176]

Thankyou so much for sharing miss 🥰

[@Sol-in2cr]

My training will start on Monday and your videos helped me alot!

[@HUNTOfficialYT]

Uhm, how did it go? did you pass your training?

[@Sol-in2cr]

@@HUNTOfficialYT I'm still on training and I hope I'll be in prod as well😭