During my tenure in public sector, I was trained over empathy. This is like sympathy but not exactly. Sympathy is a very common word and many time empathy as a synonyms is used instead of sympathy.
If we go by the definition, sympathy is feelings of pity and sorrow for someone else’s misfortune. Whereas empathy is the ability to understand and share the feelings of another, which is in other words putting ourselves in their shoes.
So why in call centers they focusing a lot over empathy? They are always calm and trying to convince us.
I strongly believe that call centers are focusing so much of empathy to make their representative to understand what exactly the person on the call is feeling while s/he is calling for support or help / assistance. Until and unless the representative will not understand the importance of caller’s time and criticality of issues, they will not be able to provide proper support. This may affect the brand value of the company in the market.
We can take an example of multinational company Ford, which is continuously taking about its upgraded support services for their vehicles. Similarly the online shopping site Flipkart, which now a well-known brand.
I think empathy is the key to success along with proving the right support. Sometimes having right knowledge, best support team may led to failure due to lack of empathy.
Think about it.