How To Become A Good Agent By Following Certain Set Of Rules?

Only a good agent can deliver a good customer service experience. Agents performing on the lower side lead to high agent attrition rates. 

What does this mean? It indicates that apart from recognizing necessary contact center skills at the managerial level, it is also crucial that the low line employees of your company including the agents should also understand them clearly and should be well versed with the latest call center software you are using.

Hiring one of the best call center agents is highly vital almost similar to getting the best call center software for your call center. The process includes screening the candidates based on various criteria such as skill, work, temperament, and motivation. 

The choices and requirement may differ a bit according to the call center company. Even then, there are a few common factors that contribute to making a good call center agent. 

Let us discuss some such skills right here:

1.    Characteristics Of A Call- Center Agent

For a call center agent to become highly successful, he must be creative and has enough patience to listen to the customer for a long time without interrupting. 

An agent must be adaptable, disciplined, outgoing, responsible, self-motivated and if possible having bilingual skills. Having hospitality training or experience of the call Center Company is always going to be an added asset.

2.    Ability To Learn And Memorize Product Details

Whenever a customer calls you, he expects high-quality support. At such times, it is the basic duty of your call center agent to come up with the much-anticipated and required support at the peak, meet the needs of the caller quickly and offer the best answer using the latest call center software solutions.

And to provide such prompt service, the agents should have a deep knowledge about the product of the company. Hence, it is vital that the agent you recruit for your call center communication has a good ability and interest to learn and memorize the details about your product.

3.    Is Your Agent Courteous Enough? 

It is but natural for everyone to trust a person who is courteous and always eager to help you out with a smile. The call center field needs such agents who need to be courteous with the customers and can face all types of crisis with a smile on the face.

Whenever an agent reveals negative or apathetic approach, the customer feels like putting off the call. When a client has some problem with the product, it is the time that the agent talks to him courteously and helps him in resolving the problem. Improper or arrogant communication can make you lose your client as well as the credit in the market.

4.    An Agent Should Be Inventive

 

Not one solution can solve all the problems. So the agent should be inventive enough to come up with executable solutions whenever the customers approach them with their kind of problems. Being inventive will help them fulfill the desires of the caller thereby increasing the customer satisfaction. 

A general observation suggests that whenever a problem is resolved quickly by an agent, there are 70% chances that the customer will return to purchase your product once again.    

Case Study

Let us consider the case of a call center XYZ for a better understanding purpose. This particular call center company was serving a big hospitality venture and used the online call center software for giving 100% dedicated service.

Problem

Despite using the best tools in the call center industry for telecommunication the company was not getting the desired results through the agents. 

There were constant complaints from the outsourcing company that they were not getting repeat clients as their problems were not solved promptly.  

Solution

The call center company decided to take a meeting of the managerial level officers and the call center agents who directly communicated with the customers. The interaction during the meeting revealed a few things:

•    The agents were not aware of the product in detail and hence could not come out with the solution quickly enough.

•    Some of them lacked the bilingual skills and could not understand some specific lingos of the customers. Hence they failed to meet the expectations of the customers.

The company decided to train their agents thoroughly in the languages that were spoken around with proper diction and phrases that were commonly used by a layman. 

Moreover, the management also ensured that their agents were provided with detailed knowledge about the product so that they could easily come up with an executable solution and satisfy the customer.

Result

All these measures improved the interaction between the customer and the agent thereby increasing the repeat customer ratio for the hospitality company.