You can’t just hire anyone to be a call center agent! Despite what you think, the job does require a person to have certain skills and talent. After all, it’s all about great customer service so that callers will enjoy their on-phone experience. Hiring the right call center agent is important, which is why you don’t want to just choose any call center service for your practice. Call centers abroad might be cheaper, but their agents aren’t always the best. Remember, call center agents are an extension of your business, so here are a few things to that make a successful call center agent:
1. Great attention to detail
A great call center agent will have great attention to detail despite the job sometimes being very monotonous. Agents are constantly asked the same questions over and over again, day in and day out. This can cause the call center agent to get lazy and not offer in-depth information. They provide callers a quick, canned response that doesn’t do any help. This is common and can hurt your business. It’s important that agents won’t do this and will go above and beyond for each caller, despite having to recite the same script. This allows them to pay more attention to detail, which makes them perfect for a call center position.
2. Superior knowledge retention
A agent needs to provide quality support to callers and will need to memorize a lot of information about your company. They’ll need to know the ins and outs of your service and how your business works so that they can be on board with your company’s philosophy. They should be able to remember frequently asked questions at the drop of a hat and be able to know when to transfer over to someone else when they need to. If a call agent doesn’t seem to be picking up and retaining information as well, this could be a huge problem for your business down the road.
3. Incredibly organized
Call center agents work in a busy environment and they’ll need to be incredibly organized, juggling many things at once. They’ll need to answer the call, update the CRM, take notes in helpdesk and more. Staying organized will decrease errors during this process so that they are taking the call correctly and finishing all after call work right. Hiring people that meet all the application deadlines and have a good track record of being organized should work well in a busy call center.
4. Lots of flexibility
Agents will come into contact with various personalities on the phone and some will be challenging. To make sure your agents are flexible when it comes to this, hire ones that are laid back and tend to go with the flow. They should be able to deal with an angry customer one minute and a chatty one the next. Plus, they’ll have to work crazy hours, including holidays, nights and weekends.
5. Friendly demeanor
Great call center agents need to be super friendly! This is very important for your customer’s satisfaction. They’ll need to project a warm and friendly image so that your customers will want to call back again and again. Agents need to have a positive demeanor and should sound as if they have a smile on their face all the time.
6. Calm and cool under pressure
A successful call center agent should crack under pressure. They shouldn’t get easily flustered. A good agent should remain calm when someone is angry or yelling at them. They also shouldn’t get annoyed with a chatty caller.