Skills Required by Call Centres
The Role of Call Centres
The role of call centres goes beyond resolving issues. These call centres are the face of the company they represent. They interact with customers one-on-one. If a representative from a call centre leaves a customer with negative impressions or is incapable of helping them, it could cause irreparable damage to their perception of the company.
Call centre agents who are skilled have more to offer than just a good understanding of words and the ability to access relevant customer data. They go above and beyond for their callers to satisfy them, winning them back for the brand they represent.
We believe that you must have the following skills to be an inbound call centre agent and provide outstanding customer service.
We have collected a list of some of the most valuable skills that individuals can develop to be more effective in any call centre. Continue reading to find out what these skills are and why they are important.
Skills Required by Call Centres
1. Deep knowledge of the Company’s products and services
It is not easy to field many phone calls per day, so you need to be able to handle many topics. If agents are to represent their company accurately in conversations, they must have a deep and thorough understanding of the company’s products and internal workings. To be a successful call centre agent, you must have a deep understanding of the company. You will feel more confident when you answer questions and provide solutions. Customers will also be happier, which is what your job is all for.
Any call centre staff will benefit from domain expertise. Agents with a deep understanding of the company’s products, services, and common complaints and solutions can make a huge difference to the customer’s experience.
2. Pay attention to detail and organisation
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. You can do this by taking notes and accessing your CRM database from the phone while talking to customers.
3. Clear, effective communication
Agents who work in call centres spend over 99% of their time communicating with customers. They need excellent written and verbal communication skills. It is important to strike a balance between being approachable, and being credible sources of information. You need to be both friendly and professional. Clear and effective communication is key to a positive call experience. Clear communication is essential to ensure customers are not confused or misled.
Clear and productive conversations are key to resolving customer issues and making a good impression.
Every service call is unique, from technical problems to unusual customer requests. You must be prepared to deal with any situation that may arise to ensure the customer experience is not affected by unexpected circumstances. Agents must be able to respond to phone conversations in real time.
Customers often call customer service representatives to vent their frustrations and share their pain with them. It might not be possible to fix the problem immediately, but understanding your customers’ needs can make a big difference. Customers will be satisfied if they feel heard and treated with respect.
As a call centre agent, it’s can be difficult to take abuse from angry customers. It is important to be patient with customers and listen to their complaints. This will make the difference between being a good and great call centre agent. Customer issues are not something you should take personally. You must listen to your customers and respond calmly to their concerns. This will help diffuse the situation and make a positive impression.
In a call centre environment, patience boils down to giving customers the time they need to express their concerns and offering assistance along the way.
7. Positive Attitude
A smile is a great way to make a difference in person meetings. The same can be said about a positive attitude. Although phones will ring all day, it is important to be able answer every call with enthusiasm and positivity. Call centre agents are also the voice of the company. Using positive language and a friendly tone will help customers feel confident that they will find a solution.
8. Problem-Solving and Flexibility
Agents are often able to think in the present and solve problems effectively. Increasing autonomy on the job can improve an agent’s ability then to act on their own ideas. This is why it is so important for agents and call centres.
It is possible to get more customers help in a shorter time by calling customer service representatives who are able to accurately identify and evaluate problems.
9. Interpersonal skills
Agents who thrive on working with people they do not know and understanding their problems — regardless of whether the agent can relate — are essential for call centre managers.
10. Quick thinking
A script is not always the best way to go. A sales representative might discover that the prospect they are speaking to has an objection that isn’t covered in the script. Customer support agents might encounter an issue they are unable to identify.
In both cases, however, call centre agents don’t have the luxury to take their time. They are waiting for a solution from a prospect. These situations require that the call centre agent think fast to provide a satisfactory answer. Modifying the pitch to better suit the prospect could be all that is needed. In the case of customer support, a senior agent could be on-call to resolve the problem.
Quick-thinking agents in call centres will provide customers with first-call resolution. This means that their problem is resolved in one call and not delayed. This will not only improve customer satisfaction but also increase the efficiency of your call centre overall. This means that you can do more in a shorter time.
Although many companies have established online knowledge hubs, customers often prefer to call the call centre. There are many reasons why this happens. This could be because they aren’t confident in chatbots, don’t know how to find the answer to their question or don’t want an email reply.
Maybe it is because COVID-19 has forced people to work remotely that people are more comfortable waiting for 25 minutes to speak to someone. No matter the reason, call centres are still very popular. This means that call centre staff are needed to help customers wherever they can. Learn more about Call Centre Skills by registering for one of our courses or browsing our website