Candidates applying for the role of call centre agents are usually screened during the recruitment process to find people who will be a good fit for the organisation and have the right skills, personality traits and motivation, but what traits and skills should we be looking for? If you found our article on the five top qualities to look out for in a great call centre agent useful, here are four more to add to the list.
1. Well organised
To work in a busy call centre requires good organisational skills. Staff have to juggle many tasks while talking to the customer, such as checking product details, entering data into the CRM, and remaining efficient, polite and error-free. Call centres are incredibly busy and unless an agent is well organised, they will not be as efficient as they could be or able to deal with their calls effectively. It obviously helps to give your team the right tools and environment to help them stay organised.
2. A fast worker
Good agents must be able to work quickly and efficiently while still providing great customer service. This is of key importance to your customers so that they are not kept waiting, and also to your company’s bottom line.
3. Excellent communication skills
This is an obvious quality but definitely worth a mention! Communication covers more than just speaking; to effectively communicate, you also need to be a great listener. The best call centre agents actively listen to understand what is being asked of them and then get their response across clearly.
Call monitoring is a fantastic way to improve the performance of your team in terms of their communication skills. VoIP is one business tool that can provide call monitoring and improve your customers’ experience with your call centre. If you want to find out more about how VoIP technology can be used in this way, a good international VoIP wholesale provider such as https://www.idtexpress.com/ will be able to assist; alternatively, there is lots of information available online.
Creativity is that extra quality that helps really good agents to stand out from the crowd. It seems that they can come up with novel and workable solutions to any problem, which can really boost customer satisfaction.