Customer Experience News & Trends

Who’s the better agent – the extrovert or the introvert?

Bob’s as outgoing as a politician. Sally’s as shy as an ally cat. Who will be your better agent?

Sally can do it — even in outbound and telemarketing contact center environments, new research suggests.

You might think the life of the party will be more natural at building rapport, helping customers and making some sales. Meanwhile the wallflower will quietly take care of business, but fail to foster or grow customer relationships.

In reality, Wharton School of Business researchers recently found there’s no correlation between extroverts and customer call success.

Extroverts may be high-energy and entertaining, but they often lose focus and fail to follow through whether it’s a sales or service call. Introverts may not have the energy of their colleagues, but they are persistent and get things done consistently, researchers found.

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