Skills for Call Centre Staff
Skills for Call Centre Staff
These call centre agents work in the frontlines of customer service and are critical to the success of the inbound call centre. You’re often the first person customers call to get their questions answered or their problems solved. Customers agree that solving problems quickly and at the first contact is key to a positive customer experience.
The Top 9 Skills for Call Centre Staff
1. Knowledge retention
Agents are expected to deliver the best customer service. Agents must be able to memorise and learn a lot about your company to achieve this. They should be able to understand the basics of your product/service and agree with your brand’s values by the time they start their first job.
Agents at call centres should be able to identify when they are unable to resolve an issue and to whom to forward the call if that is the case. As they get older, they will need to be able to recall answers to common questions and solve problems quickly. Your ability to retain and learn quickly from your candidates could have an adverse effect on the quality of your support.
2. Pay Attention to Details
Sometimes, being a call centre agent can be monotonous. Agents are often asked the same questions day after day and get the same complaints. This can lead to agents becoming complacent. This can lead to agents becoming complacent and assuming they know the customer’s issues. They may also be more inclined to offer a canned response.
Unfortunately, this recipe for disaster is all too common. Consumers say that agents answer only 50 percent of their questions on average. Customers should feel that your agents are above the rest and check in with them to ensure their concerns are addressed before you end the call. If a candidate’s resume is cluttered, has poor grammar, or seems sloppy, they should be passed on to someone who pays more attention to details.
Agents who work in busy call centres need to be extremely organised. Agents must be able manage multiple tasks simultaneously while attending to customer needs. This will reduce the chances of errors and allow them to complete after-call work more efficiently, which will enable them to better address customer needs.
Hire people who have demonstrated a track record of organisation and are able to meet deadlines for your application. Make sure they have all the tools and the right environment to keep organised once they join the team. These are important for customer satisfaction and bottom line.
Call centre agents must be able to handle many calls per day and interact with customers with difficult personalities. Agents who can adapt to the changing needs of customers are key to ensuring that your agents can meet their diverse customer base.
They must be able handle both a friendly customer and an angry one. They must be able to take the bad news and roll with it. You may need to make some agents work long hours, including weekends, holidays and nights. This is something you should keep in mind when looking for new agents. Flexibility is essential.
Your agents are your frontline. Your customers will be impressed by the friendly and warm image your agents project. Agents must be able maintain a positive attitude and smile every day. Agents should be able to work with others and have a positive attitude when hiring. After you have hired your team make sure that you create a work environment that encourages friendship and discourages burnout. It will be a great thing for your customers.
6. 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 allowing frustrated callers to get to them. Ask them about their handling of pressure during the hiring process and compare it with what they have said to previous employers.
7. Communicating effectively
Although this is an obvious fact, it is still important to mention. A call centre agent’s job it to communicate with callers. They should possess excellent communication skills. Communication doesn’t have to be about speaking. Communication is more than just talking. It involves listening to the caller and then digesting the information. Then, it’s about communicating quickly and effectively. Agents should communicate clearly using simple vocabulary. This will improve the quality of your service. Seventy-eight% of customers believe that a service agent who is competent and friendly is essential to a positive customer experience. Clear communication skills are essential for competence.
High-quality agents must be efficient and fast. Agents should be able to work quickly and not compromise the quality of their work. This is crucial for your bottom line. The more agents an agent can handle, you will need fewer agents to keep your call centre running smoothly. This is also important for the callers. They don’t like to wait for a live agent. They expect a prompt response to their calls. Your customers will be more satisfied if you have a fast-working agent in your call centre.
A strong agent must be creative. They should be able come up with solutions to any problem that comes their way. They should be creative to meet the needs of both customer and company. This will increase customer satisfaction. If a customer is satisfied with their service, 70% of them will return to the company.
It can be difficult to find call centre agents who are truly successful. It is important to understand what makes a great call centre agent when you are looking to hire. Even if your current agents aren’t able to perform the same tasks as a call centre agent with all of their skills, it doesn’t mean that they won’t. These qualities can be learned and nurtured over time. To get everyone on the same page, you can hold a training session for your agents.
It is crucial that call centre agents listen to customers in order to provide accurate and satisfying answers. You must pay attention to details and listen to what the customer is saying. You must also be organised to record and track conversations with customers. This can include taking notes and accessing the CRM database of your company while on the phone with customers. Learn more at one of our Call Centre training courses or have us tailor a training package to suit you.