Call center work can be extremely taxing but also very rewarding in its own way. Customer service agents are the company representatives, and therefore need to make a good impression upon the customer.
In order to be a successful agent, a number of qualities are needed: there are five however that stand out, and really shine through as imperative to the role.
1. Empathetic Communication
Empathy is integral to a successful call center interaction. To be able to understand and correctly interpret the needs and wants of a customer through their emotional state goes a long way to being able to effectively assist them with their problems.
- If a customer feels heard and understood with a lack of judgement, this quickly builds trust, and the client feels comfortable with the level of service being provided. Empathic communication can best be achieved by the following:
- Matching tone so that the client feels clearly understood and is aware that you’re on the same wavelength.
- The client needs to know that their concerns are valid and will be addressed in the correct manner.
- The client needs and wants to feel understood, so using phrases which support this, such as “I can see where you’re coming from,” will go a long way to providing this.
- The most important thing when dealing with customers is to make them feel calm and at ease with the conversation. Even if this takes time, the necessary time and effort will be worth it in the end, to make the customer feel valued and satisfied.
2. Problem Solving Skills
Having good problem-solving skills is a major asset to have in such a role. It’s useful to be able to think outside the box, and to be able to take quick decisive action if needed.
A person adept at problem solving will exhibit the following capabilities:
- Be able to get to the root of the issue quickly with concise and purposeful questions.
- Use the information and systems that are readily available to solve the issue rapidly.
- It’s also good if the problem solver exhibits creativity. Sometimes the problem in question won’t follow conventional norms, which can sometimes necessitate resourcefulness in finding an alternative solution. And it’s important to remember, a potentially negative experience can quickly be turned into a positive one, but of course, it all depends on the customer service and how the issue is dealt with.
- If necessary, know when to escalate any issue to a supervisor without any unnecessary time wasting.
3. Patience and Composure
Patience is perhaps one of the most important traits to have as a customer service agent. It is extremely important to remain calm under pressure.
The customer deserves the utmost care and attention, and if any problematic issues arise, it’s imperative to keep cool, calm, and collected under pressure, and to provide the superior care and attention the customer deserves.
Being able to keep patient under pressure ensures the problem solving moves smoothly, and the problem, in all probability, can be solved faster.
Keeping calm under pressure encompasses the following:
- Not taking anything personally and keeping it professional at all times.
- If the customer becomes angry, giving them the freedom to do so, before giving an answer.
- Keeping a focus on resolving the issue at all times, and having this as the prime aim of any conversation, as well as good customer service of course.
- Regardless if a call takes five or fifteen minutes, giving the customer the time and attention they deserve, and most of all, being patient, goes a long way in providing a top-notch service.
4. Active Listening
Active listening is more than just regular listening: it’s more deep and meaningful, and encapsulates looking for tone of voice changes and lack of co-operation when answering questions etc. A good understanding of these factors will go a long way to ensuring the customer has a satisfactory experience.
A good active listener would do the following:
- Let the customer speak freely without interrupting the flow.
- Summarize or paraphrase to confirm exactly what the issue is.
- Clarify exact details by questioning thoroughly.
If an agent is actively listening, this can eliminate a number of issues. Possible misunderstandings or lack of clarity can be negated by paying very close attention to what the customer is saying and how they are behaving. This will avoid any repetition on the part of the customer, which is often a major complaint when having conversations with agents.
5. Product Knowledge
Having all of the skills above means nothing if the agent does not have an in-depth knowledge of the specific product/service the customer is calling about. Superior product/service knowledge would involve the following:
- Knowing present policies and updates regarding the product/service in question.
- Having the ability to explain product/service knowledge in a simple yet effective manner.
- Knowing all product/service features and common problems that may arise.
Consistent and up-to-date training is really important in this respect, and can ensure the customer gets the best possible service at all times.
Conclusion
To be a competent call centre agent means having a number of specialized qualities, combined with excellent product/service knowledge, and an ability to emotionally tune in to the caller’s needs and wants.
As a call center recruiter, it’s your job to identify these qualities in prospective candidates and nurture them with specialized training and incentives to get the best possible results.
Your company needs winners who aren’t hesitant about high call volume and are ready to turn rejection into fuel for more sales and better customer service.
