25 tips for optimizing your contact center's QA practices
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...
The Team at CallMiner
December 04, 2019
Working as a call center agent requires several soft skills to see the best results.
Call centers are responsible for much more than mere issue resolution. These organizations serve as the remote faces of the companies they represent, directly interacting with clients in one-on-one personal interactions. Should a call center representative leave a customer with a bad impression of the brand or prove incapable of helping them, their perspective of the company could be damaged irreparably.
The most skilled call center agents have more than a way with words and access to relevant customer data. They go above and beyond to fully satisfy callers, winning them over for repeat business with the brand they represent.
Below, we have rounded up a few of the most important skills individuals can cultivate to work more effectively in any call center. Read on to learn what they are and why they matter.
Keeping conversations clear and productive helps both in resolving clients’ issues as well as making a good impression.
Thinking through your responses and answering in clear, understandable language helps in saving time; less back and forth is needed between yourself and the customer.
Domain expertise is an easily understood benefit to any call center’s staff. Ensuring agents have in-depth knowledge of the company’s products and services, as well as of common complaints and their solutions, can make a world of difference in the customer’s experience.
Customer service agents armed with the ins and outs of a product can make more appropriate recommendations and quickly solve more complex issues on a regular basis.
Patience in a call center environment boils down to allowing customers the time they need to explain their concerns and actively assist along the way.
This skill truly shows its worth when it comes to dealing with particularly upset or confused customers. A patient representative who takes the time to work with them on their concerns will leave a lasting impression. On the other hand, a call center representative who fails to do so could turn the individual away from the company for good.
True empathy exhibited while on the job in a call center builds authenticity and positive rapport with worried, uncertain or distraught callers.
Knowing that their needs are understood and valued can set many customers at ease throughout the duration of a call, simplifying issue resolution significantly.
Effective problem-solving typically centers on an agent’s ability to reason in the moment. An agent’s ability to then act on their own ideas can be enhanced with increased autonomy on the job.
Call center reps who can accurately define problems, evaluate them, and then solve them are guaranteed to help more customers in less time.
The ability to listen intently to customers as they describe their difficulties pairs nicely with clear communication skills. Active listening helps ensure no important details are lost throughout the exchange.
Call center agents who listen can curb the number of calls needed for individual clients to resolve their problems. It allows agents to provide support and suggestions that account for all the details available to both parties.
Being organized as a call center representative involves more than a tidy physical workspace. Varied organizational skills like note-taking, time management, and prioritizing help agents to handle daily workloads. Organization reduces the risk of losing track of a customer’s history of calls and the details they have provided up to a given point in time.
As agents interact with multiple clients, maintaining a comprehensive record of their needs and requests keeps them from needing to start all over again on every call. This frees up time and energy for solving more complex problems. Additionally, customers appreciate not having to explain their concerns repeatedly with each contact.
The skills every call center agent needs to succeed in such a fast-paced and demanding environment are largely the same skills needed to succeed in other aspects of daily life outside of work. Developing these skills is a worthy exercise in character building that strengthens confidence in and out of the office.
What skills matter most in your organization?
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