Some may think that working in a call center to make or receive calls from customers is simple. There are those who consider that to aspire to a job as a call center agent, they only need to know how to take a telephone and talk with people; but the truth, this is something that goes beyond. Being a good agent is more than just being very good at speaking, managing multiple languages, knowing a work routine or generally adapting to how a call center works; is to accept the responsibility that during that time of contact with the client, you are the representative of your company and the only responsible for that client receives the attention you need, solve your doubts and problems and beyond that, that you have what possible a pleasant experience.
I want to share some skills and tips that from our experience at Loadjobs make you become a great agent of call center and improve your profile either to be a sales agent or customer service and go beyond the normal requirements for This type of work:
1. Learning ability
It is important that you not only have the ability to learn how to use your telephone system, CRM, procedures, scripts and so on; It is also vital that you learn little by little the best way to answer your clients' questions. Knowing the product and service properly can make a difference. You may have knowledge bases, documents or even other colleagues at your hand, but believe me that when you answer from your knowledge, clients not only feel better served, but you will generate the confidence to be talking to the right person.
2. Patience and tolerance
This is perhaps one of the reasons why many give up this job as agents since not everyone has the ability to calmly tolerate a client who is dissatisfied with something and can sometimes be rude. It is important to learn to stay calm and handle those difficult clients who can act aggressively; we have seen that it is in these difficult situations where good agents stand out; not only because they do not lose their calm, but because they isolate the emotions of the client and themselves and seek to reach a solution.
3. Organization and responsibility
It is very important that you are organized, take notes when necessary, record the information of each contact with your clients and generally create an adequate work routine. This will not only help you to better carry your day today, but it will improve your relationship with your team since no one likes to receive a call from a client and not count in the CRM or call system. center that you use, adequate documentation of events and situations. Being organized and responsible will help you much more if you are a call center agent from home since day-to-day interruptions can be greater and make it harder to achieve the objectives.
You must accept the fact that not all situations that come to you, will be described literally in a procedure or in a knowledge base and this is where you should take advantage of the knowledge acquired, good relations with your work team and your own ingenuity to find a solution to your customers. It is important that your client feel confident in is talking to the right person and that this person not only understands their situation but is dedicating their effort and intelligence to attend to it properly.
This is not just to say hello; It is always sound like a person. Many believe that being nice is reciting a script that starts with a "Good morning"; but it is also to understand that on the other side of the line there is a person and that she wants to talk with a human being and not with a machine. The kindness is to attend to your client with a smile, that even if you believe that by phone it is not noticed, if it is perceived, since it puts you in a better attitude to offer an adequate service; In addition, kindness can sometimes help improve conditions with difficult customers or who are having problems with your product or service.
A customer who calls you upset is not necessarily a bad person; it's just someone with a problem that needs an adequate solution. It is important to put yourself in the place of your client to be able to really identify their needs and establish adequate communication; Again, it is to behave like a human being and not forget that you are part of the customer service and that therefore you are there to serve and help find a solution to the problems of those who contact you.
7. Communication skills
Proper pronunciation and grammar is important, but also properly handle the language depending on the type of client. At Loadjobs, for example, we know that not all our clients know technical terms related to virtual telephony, so as far as possible, we try to use a language free of technicalities. The agents use a technical language inside the team to deal with the problems, but another very different and much simpler to explain to the clients the solution alternatives or the causes of their problem. Learning to communicate with your client and talk about your product or service in its terms, is part of your learning process as a call center agent.
There are many more skills that you will develop with the experience, but we believe that these can be a very good start for those who wish to be good call center agents and be part of this growing labor market where call center companies require personnel to help them. Give better attention to your customers.