Must have skills & qualities for any contact center agent
I remember the days when I was working as a call center agent for a technical support campaign.
It is not an easy job. Companies need to continue looking out for effective leadership, tools & methodologies to stand out and facilitate the consumer experience.
Ensuring those skills with the capacity to create a positive impact not only for the individual but also for the company.
Outsourcing and call center companies consider elements that, through their recruitment and human resources departments, detect and apply the necessary knowledge to see candidates with the skills and qualities.
You already have an idea, but do you want to explore a little more about the recommendations of what it takes not only to get a call center agent, but an impact agent? -Join me on this blog!
Communication is something we experience every day. No matter our personality type, our needs motivate us to express our demands in any way.
When making a purchase, getting some food, or visiting, communication is an inevitable and essential practice as an element of human interaction.
That is why the ideal candidates for a campaign, whether for customer service, support or sales, must be people willing to establish communication in the form of interaction.
Always bearing in mind that they do not always come across similar cases, they will have to be subject to two essential practices:
- Know how to listen
- Know how to explain
In other words, agents must be willing to pay attention and detect exactly what is necessary to solve or satisfy.
Second, they need to learn how to consider all the critical elements and data to detect the solution and land it with the receiver.
Focusing on the details, taking notes and asking the client for a precise description are always effective methods.
If we consider the importance of this element, we will have clarity on how to attend to any call efficiently.
- Patience and empathy:
It is always necessary to remember that when taking a call, we are talking to a person, no matter the situation or the attitude.
Whether we receive a positive or negative attitude, we must have the patience to understand that another person is at the other end, so we must be open to knowing where it comes from and how we can help.
We could all find ourselves in a situation that requires assistance; now, even though we may find ourselves with a problematic person, professionalism and the willingness to show a: “hey, I’m here to help you” is the best defense weapon.
These are two qualities that the training department at Redial teaches as a top priority, denoting constant results and genuine care.
- Love for tech
It is imperative to be updated with new technologies and tools that can help us facilitate the operation and the customer experience.
As an industry, BPO is constantly changing and adapting, so you must look out for people who are not resistant to change, are up to date with various technologies, and are willing to strengthen their knowledge.
And we must not only consider the use of technological tools. Every day we witness the emergence of campaigns that manage digital products or media, so mastering how they work is necessary.
Especially considering that the consumer experience trend is happening entirely online. Whether through omnichannel support, surveys, reviews, etc.
This ability is directly related to the skills and qualities mentioned.
Through the organization, we establish a hierarchy of priorities fully adaptable to any specific situation.
Organizing our processes and methods allows us to flow together, whether at the time of detecting the cause of a problem or a particular need.
I enjoy witnessing the growth of many fellow agents who have demonstrated their leadership capacity and results through these skills and qualities.
Fundamental bases that become key to growing personally and professionally.
What do you think? Do you think this is what it takes to be a great agent?
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Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.