In today's consumer market, a company's success greatly depends on customer service. The training and professionalism of call center agents are crucial in providing excellent customer service. It's a common misconception that these agents only answer the phone and respond to tickets. In reality, they are the backbone of every call center, and highly skilled agents make a significant difference in the quality of service.
With years of experience in the industry, Select VoiceCom identified the best qualifications for highly effective agents. This infographic will outline the essential skills and qualities that an ideal call center agent should possess.
What Does a Call Center Do?
Call center agents are mainly responsible for helping customers resolve their issues and building positive relationships between customers and the brand. Some tasks they handle include:
Responding to Customer Needs Across Several Channels
Aside from taking calls, agents may need to interact with customers through other channels, including email, live chat, and social media. The agents are trained to provide the same level of customer service across these channels. They are familiar with how each channel works.
Following Up on Complicated Customer Issues
A customer may encounter issues that cannot be resolved in one sitting. Call center agents need to keep track of complicated customer issues—the steps taken, the people involved, and the time it took to resolve the problem. Staying on top of these details makes updating the customer and setting their expectations easier.
Taking Note of Recurring and Significant Issues for the CRM
Call center agents are the bridge between a company and its customers. They help customers and also identify and report patterns in customer issues. This allows the company to find and fix problems with their products and services before customers do business elsewhere.
Contributing Relevant Information and Solutions for Each Customer’s Needs
Call center agents can pick up on key details that give them a clue on each customer’s specific needs. With this information, they can provide relevant information and solutions that address these needs over time.
Properly Documenting and Responding to Each Customer Call
Aside from observing proper business phone etiquette, agents should pay attention to the details of every call. Accurate and detailed call reports provide valuable information for future reference for both the call center and the company. This usually involves understanding various tools like knowledge bases and ticketing systems.
Understanding How to Prioritize and Triage Each Call
Call center agents must recognize that certain customer issues are more urgent than others. Depending on the product or service and the customer base, agents must exercise proper judgment when identifying each issue. Higher-priority calls should be escalated to management or senior specialists, while lower-priority tickets can be addressed promptly and systematically by the agent.
Providing a Personalized, Pleasant Customer Experience
Call center agents play a vital role in representing a company to its customers. They should address customers’ issues positively and professionally to reflect the brand’s image and values. Responding to a call with proper call center etiquette and more specific communication can leave a positive and lasting impression on the customer.
Six Desirable Skills of a Pro Call Center Agent
Call center agents are essential for delivering excellent customer service. To enhance their performance, agents should possess the following core skills:
1. Multitasking
Call center agents perform many tasks on a regular workday. Multitasking gives pro agents an advantage, as they can get more done in the time they have.
2. Active Listening
Customers communicate in different ways, and it’s up to the agent to get to the root of the problem and offer an appropriate solution. A professional agent can notice important details that show the real problem and spot specific signals that give them an idea of the customer’s mindset and openness to consider certain solutions.
3. Good Memory
Call center agents must know the company they work for and its products and services. They should pay attention to details during calls, provide the right solutions, and record the conversations for the CRM system. Good memory helps agents respond accurately and quickly to customer problems.
4. Keen Attention to Detail
The success of every customer service interaction depends on how much information the customer and the agent share. Active listening helps agents understand more during interactions, but paying attention to detail allows them to remember and use this information to give satisfactory solutions and responses.
5. Critical Thinking
One of the most important skills for call center agents is critical thinking. This skill helps them use their knowledge and information from the call to make the right decisions, satisfy the customer, and work toward a solution. They should be able to think clearly and logically, solving problems efficiently.
6. Effective Communication
Another essential call center skill is the ability to communicate effectively. Professional agents can speak clearly, use simple and appropriate language, and ensure every conversation is easily understood. Effective communication also includes how well they can listen, understand the information from the call, and explain the solution to the customer.
Six Qualities Successful Call Center Agents Possess
Successful call center agents stand out from their peers due to their exceptional qualities. These qualities allow them to perform their jobs effectively:
1. Works Well Under Pressure
Call center agents can find it challenging to deal with all sorts of frustrating situations—from upset customers to technical issues and miscommunication. Professional agents can keep their cool throughout these emotionally charged situations and focus on resolving the problems instead.
2. Friendly to Others
Call center agents are your customer's first point of contact with your brand. Agents who can project a warm and friendly image set the tone for the call and leave a lasting impression on the customer. This friendly attitude should extend into a "go the extra mile" mentality, making customers feel valued and their needs prioritized.
3. Empathetic
A frustrated customer who wants answers to their problems is at the other end of every support interaction. Successful call center agents demonstrate their empathy for customers by being mindful of how they communicate. The goal is to make the customer feel that their concerns are acknowledged and will be addressed.
4. Patient
Customers are usually irritated or frustrated when contacting customer support, making patience an important quality for agents. They must remain calm and level-headed when addressing concerns, even if the customer may be acting on emotion. Proper customer service etiquette also includes carefully explaining more technical details and solutions, as not all customers can immediately grasp these concepts.
5. Adaptable to Any Situation
While call center agents are trained to deal with certain situations and concerns, not every call goes according to the script. Technical issues, switching to other support channels, and other customer demands can easily affect the interaction. A professional agent can adapt to the situation and provide solutions while maintaining a good relationship between the customer and the brand.
6. Sense of Urgency
Call center agents handle different workloads each day, so time management and promptness are crucial in getting the job done. Additionally, a sense of urgency enables agents to promptly address critical issues or concerns.
Find Success With Call Center Professionals
Call center agents are essential to the smooth operation of call centers. A highly skilled agent possesses extensive knowledge of products and services, can identify crucial details in every interaction, and can quickly make decisions that effectively address customer needs. As a result, competent and professional agents deliver outstanding support, leading to success for both the brand and its call center partner.
Select VoiceCom is a call center partner in the Philippines. With its long years of service in the industry, SVC prides itself on its roster of professional agents that businesses can rely on. For more information, contact us today!
Submit a comment