Call Centre Skills
Call Centre Skills
Call centre agents work in the frontlines of customer service and are essential to the success of the inbound call centre. Customers turn to you first to have their questions answered or their problems solved.
These skills are useful in call centre positions. These skills include both hard and soft skills that can be useful in this industry. Your call centre skills will make you a better employee. Two aspects make up a successful call centre: exceptional agents and exceptional management who supports them to do better.
You can nurture and cultivate the top skills that make a great call centre agent. As long as the candidate is hungry to learn, you can help them grow.
1. Clear Communication
You don’t have the ability to use body language to communicate what you mean, since you’re not face-to-face with the person on the other side of the phone. A clear and effective conversation during a call will improve efficiency and result in a satisfied customer.
2. Listening Skills
Have you ever listened to someone who was always positive and felt that you were in safe hands? Positivity is a sign of confidence that you can solve the problem. It doesn’t matter how angry the customer may be, it is important to remain positive.
To solve the problem effectively, you must put yourself in the shoes of the customer. It doesn’t matter if they’re frustrated by something that prompts them to call or if they’re not getting the answer they want, it’s important to understand that they don’t know what’s going on at your end.
Even if the problem is more complex, no one wants to wait for their problem to be resolved. A happy customer will be a satisfied one if you are prompt in answering their calls and finding a solution. You can make sure your customers are satisfied by being prompt. This includes offering callbacks, short wait times and ongoing training to your agents on how to deal with a wide range of situations.
6. Time Management Skills
While it is crucial to answer the phone promptly and support the customer, post-call activities can be just as important. To keep customers happy and reduce wait times, it is important to record the call and take the necessary actions in a timely fashion.
7. Supported knowledge of the product/program
Understanding the product or program that is being supported is a key component of customer service. Agents must not only know what they are doing, but also be familiar with other services and products offered by the company to help customers.
Patience is a virtue, and customer service agents are no exception. Customer service agents need to be patient with customers who are likely already frustrated even before the moment they called them. It is essential that agents remain calm and allow customers to explain their problem.
9. Problem-Solving Skills
There is a likelihood that a customer service call will be have a problem on the other side. Customers need to feel comfortable with customer service agents being able to solve problems on their own or you can have the client assist you. Although asking for help is better than answering with “I don’t know”, it can help the client also feel they can assist you to help them.
Although an agent might be assigned to a program, the types of questions and problems they receive can vary greatly. Customers service agents need to be able answer simple complaints and to handle technical issues. If it is a more complex problem, they should know who to contact.
11. Always Be Learning
An agent who is constantly up to date on new products or changes in the market will help customers and maintain a positive brand image. Learning between calls and signing up for new training classes, you will improve your customer service skills.
12. Being “Tech Savvy”
Tech-savvy is an essential attribute for many customer support roles. However, even for non-support agents, being tech-savvy is essential. After one orientation, call agents should be able handle the call centre software with no difficulty.
This is particularly important for advocacy and nonprofit organisations, where many of their agents are volunteers. To get the most from their time, you can help them learn to make and receive calls with minimal training.
13. Outgoing Personality
An outgoing personality indicates that you are social and friendly. It’s essential to be outgoing as a representative in a call centre. Customers will be more likely to trust and open up to you. Customers should feel comfortable with you and your company.
14. Keep Calm Under Pressure
High quality agents in call centres are not easily flustered. This is a difficult job because of the many frustrated callers they interact with every day. An agent who is calm under pressure will not let anyone get in touch with them. Any call centre agent will succeed by staying cool in all situations and not letting frustrated callers get to their mindset.
Agents who work in busy call centres need to be organised. Agents who work in busy call centres need to be able manage multiple tasks simultaneously (e.g., updating CRM, checking knowledge base and taking notes in your helpdesk), while still attending to customers’ needs. This will reduce the chances of errors and allow them to complete after-call work more efficiently.
16. Quick Thinking
Outbound projects can be scripted information that an agent will read. This can lead to very robotic sales pitches that don’t produce exceptional results.
It is a good idea to give your reps some guidance. Agents should be able to answer difficult questions and make objections. This is not the same as reading the customer’s information.
17. Work Remotely
In 2020, we should all be able to improve our remote working skills. If you are unsure about the benefits of remote working, you can learn more about them.
Remote work is a discipline that requires self-discipline. It can be difficult for those who have previously worked in an office environment to adjust to remote work. If you are a pro at working remotely, highlight it to your employer.
Customers can use call centres to report service issues. Customers don’t have to write an email or go to the store to report service inquiries. They can pick up the phone and tell an agent about their issue, and they will provide a solution. This type of support is preferred by many people over other media because it offers immediate service and personal solutions.
You must be driven by customer success to work in a call centre. Call centre agents are problem-solvers with tenacity who want to improve customers’ experience within the brand.
Call centre agents work fast and have to handle many responsibilities. Agents need to be flexible in their work flow and able to handle unexpected roadblocks. Although their workdays may look different every day, agents still have to perform the core functions of call centre operations regardless of what task they are completing.
Courses for Call Centre Agents
An online course is a great way to learn the skills required to become a call centre agent. Additional courses in communication, customer service and data entry are all important skills for call centre agents. Call us for more details on how we can tailor a session to suit your organisational needs.