Being a call center services agent is not an easy job. These people have to deal with hundreds of customers every day and thousands of problems. The task of keeping buyers happy can be very demanding and exhausting.
These workers are faced with complex situations and need to be armed with a strong skill set to face the challenges of everyday life.
If you are thinking of hiring a call center agent to manage your customer service, it’s very important that you know what type of person or agency you need to find. Here are 5 skills every successful call center services agent should have:
1. Patience
Patience is definitely a great virtue that very few have. But for a call center services agent is essential.
When a customer contacts your customer services department, they are very likely to be frustrated because they haven’t been able to find a solution to their problem for themselves. It’s important that the agent allows the client to explain their problem or situation and then explain the steps to follow in a quiet and peaceful way.
You must always keep in mind that many clients do not have the technical or theoretical knowledge to understand the explanation at first.
2. Knowledge Retention
A good call center services agent has to be able to retain information quickly. This person should learn about the most important aspects of your business, so they can find the right answer at the right time.
The agent must be fast in its information processing and must always be updated on the latest news of your company. In case they can’t resolve the situation, the agent must know who to transfer the call to, quickly and effectively.
3. Timeliness
Time is critical when it comes to customer service. It’s important to keep in mind that the customer does not want to spend hours on the phone to solve their problem or concern. If your center services agent is proactive and dynamic, you will increasingly improve your customer’s relationship.
Another aspect to keep in mind is the proactivity of your call center agent. If he/she solved a client’s concern and called him a few hours later on his/her own to find out if he could solve everything correctly, then he/she is a person to hold on to.
4. Attention to Detail
You have to find someone that pays attention to every little detail. Take into account that call center agents receive the same questions and often the same complaints every day.
Their job can become so monotonous that agents can lose the enthusiasm for delivering concrete and correct answers.
If you are thinking of hiring a call center services agent be sure to read their resumes carefully. If you find mistakes, or some are sloppy in some way, look for someone who pays more attention to detail.
5. Empathy
Empathy is the key to success. You don’t believe me? Well, empathy is among the most important customer service skills.
Imagine for a moment that you are a very frustrated customer, you couldn’t buy with your credit card directly from a company’s website. You call the customer service number and someone who does not understand your frustration answers the phone. He gets angry at your altered tone of voice and hangs up on you. Probably, you’ll never buy anything from that company again.
A frustrated client needs quick, effective and friendly attention. But not only frustrated customers need attention, happy customers also need the call center services agent to respect their time, deliver promotional offers and show respect.
Truly good call center services agents can be difficult to find. But it will surely help you to know some of the essential things you should look for. It’s important to know that many of these qualities are acquired over time, so be patient and train your staff to achieve excellence!
