Who do you call when you have a problem with a product or service? More often than not, it is the company’s customer service call center.
These calls are important to the customer service process, and call center agents are on the frontlines. After all, you are the first-person customers turn to get their questions answered and their problems solved. And, according to the study, 63% of customers agree that resolving an issue quickly or at first contact is the most important element of a good customer experience.
In this article, we will give you seven skills you need to possess as a call center agent to provide excellent customer service and impress bosses both present and future.
Handling dozens of phones calls a day means handling dozens of topics as well. Agents need to have a huge and deep understanding of their company’s inner workings, products, and services if they are to be trusted to accurately represent the company in their conversations. As a result, if you want to pursue a career in the BPO industry, you need to have deep company knowledge. This not only helps you feel more confident in the answers and solutions you’re offering but also increases the likelihood of a positive experience for customers, which is really what your job is all about.
As a call center agent, it’s important that you listen carefully to clients so that you can provide them with accurate and satisfying answers. With that, you need to have great attention to detail and pick up on the things the customer is and is not saying. Also, you need to be well organized so you can record and track a conversation with a client. This often means taking notes or accessing your company’s CRM (Customer Relationship Management) database while you are on the phone with customers.
Agents in call centers must have excellent writing and verbal communication skills because they spend 99% of their day communicating. Also, you must find a balance between being approachable and being a credible source of information.
Every service call is different, from technical issues to strange customer demands. To ensure the customer experience does not suffer from unexpected circumstances, you need to be ready to handle anything that’s thrown your way. Plus, phone conversations happen in real-time, so being able to adapt to the conversation as it happens is a critical skill for you to have as an agent.
Clients go to call center agents with their problems and will frequently tell their frustrations without hesitation. While it might not be something you can immediately fix, by understanding where your customers are coming from can make a huge difference. If you can acknowledge their issues and concerns – and offer your respect, a customer may leave satisfied even if you can’t solve their specific problem.