Rapport building is an essential communication skill that can impact the outcome of any conversation. The end result of any communication is always better when the interaction takes place smoothly than when it is strained.
For call center employees, building rapport with customers effectively translates into higher sales and increased customer satisfaction ratings. Establishing a good rapport means creating a comfortable state where conversation can flow freely and easily. But it can be challenging for agents to establish a connection and build rapport with customers over the phone. This makes it imperative for call center agents to be skilled in the art of rapport building.