A good call center agent provides helpful information and answers to customers’ questions, comments, and concerns. A great call center agent will increase sales, avoid lost opportunities, and on top of that, recommend the business to others.
Without a solid idea of what to look for in a call center agent, your time and money may be going down the drain due to bad hires.
The top 3 important qualities we look for when hiring a great call center agent.
Effective Communication Skills
Call center agents hold a huge responsibility within the customer’s journey and overall satisfaction with a brand. A bad experience with a call center agent could potentially ruin the brand’s reputation with a customer altogether. For an agent to be considered an effective communicator, they must focus on actively listening to a customer’s questions and concerns while on the phone to provide them with the correct answers that ensure their success. Have you ever been on the phone with a customer service agent and felt as if they weren’t listening? It’s the worst.
The Ability to Multitask
A great agent will keep an organized space while juggling multiple things at once. For example, when a call center agent is on the phone with a customer, they’ll have to balance taking notes, updating customer profiles in CRM, and more! To be a successful call agent, it would be best to learn how to organize their workflow most productively.
A Good Memory
In a high-paced environment like a call center, you’ll want an agent who has a sharp memory. An agent with a good memory will remember answers to frequently asked questions and apply those answers when helping a customer troubleshoot an issue. On top of that, a customer will feel good after getting off the phone with a customer service agent who answered their questions confidently and quickly because many customers are used to being put on hold for an extended period!
Hiring for a call center is not an easy task. It is essential to look at whether or not the candidates possess the qualities listed above. At Raso Solutions, our customers have peace of mind knowing that the call center agents we select for them have been screened, tested, and vetted through a secure process. Let us help you find the reliable and meticulous call center agents that your customers deserve. A customer’s experience with a call center agent can make or break their brand loyalty. To ensure that they are getting the care that they need for their unique questions or concerns, it’s up to you to hire agents that will possess the qualities talked about above.