“Learning how to learn is one of the most important skills in life” This inspirational quote not only encourages you to learn and push boundaries but also describes the current job market scenario concisely.
A ‘skill’ is the ability or capability that one needs to possess or learn in order to facilitate and meet the requirements pertaining to a job. In today’s growing times, learning a wide array of skills is paramount.
The ‘Call center’ or customer service business, is one of the fastest growing and significant contributors to the economy worldwide.
Clearly, growth and development is not possible without change. These unexplored changes and challenges in the form of call center software, market requirements or new assistive devices demand advanced skills.
If you aspire to be a part of this gigantic, ever-growing, new- age industry, here are the top 3 skills that should be your focal point.
1) Language Skills: As Angela Carter rightly said “Language is power, life and the instrument of culture”. To gain proficiency and expertise in a given language, irrespective of its origin, it is vital to focus on the basic foundation skills that shape a language.
• Listening:
‘Listening’ is the key to absorbing every minute detail the language has to offer. As a call center employee, even after having access to some of the best call center software, it is crucial to listen to every miniscule detail, in order to find an effective solution to the problem.
Listening is therefore not only indispensable rather a foundation on which the tower of communication is built.
Listening to audio tapes and practicing memory exercises for better comprehension will train you to be a better listener.
• Speaking:
Once the foundation based on listening to a problem is laid, responding appropriately with clarity, at a moderate pace with the right articulation and voice modulation can forge a successful and productive solution based communication process.
Using the right vocabulary, empathizing with the customer and managing a conflict, all with the power of words is therefore quintessential.
Actively pursuing speaking in the required language, rehearsing repeatedly will help you have a command on the language.
• Reading:
The customer service business is not only centered around receiving calls and reaching solutions but also caters to finding solutions with the help of other technology like emails, letters or by a simple form filling method.
Therefore, a call center employee ought to read and comprehend the grievances of the customer with utmost caution, paying attention to the little details and correspond using approved call center software solutions and protocol.
Reading on a regular basis and exposing oneself to different writing styles will help one achieve language expertise at a faster rate.
• Writing:
Conveying the requisite call center solutions using varying channels of technology requires a fair idea of the framework and suitable usage of language.
As a prerequisite the employee should have the ability to offer solutions in a written format with the help of call center software and unmask any conflict with the support of available mediums of written correspondence.
Written correspondence necessitates being well versed with grammar and syntax of a language.
2) Technical Skills: Bill Gates rightly said “We are changing the world with technology”. The key to moving forward with the changing world is to persistently acquaint oneself with the purpose of new technology.
Call centers are constantly upgrading to the best available call center software, better devices and changing the face of customer service radically.
Therefore, an employee is perpetually required to be technically sound with call center software and continually ready to update oneself.
Specific software and devices employ a particular set of words known as ‘jargon’. An employee must be capable of using call center software jargon and must also acquire the ability to explain it to the customer when entailed.
3) Time Management Skills: In the words of Michael Altshuler “The bad news is time flies, the good news is you’re the pilot”. Managing your time while attending a call or by correspondence is pivotal to a call center job. Time management skills are crucial not only to be able to meet your targets at work but also because as a call center employee you are dealing with customers, anxiously waiting for relief from their agony.
The Case Study:
We have reviewed the skills that are of great value to a call center.Let us now deliberate the barriers faced by Infocomm solutions, while hiring a prospective candidate.
The Problem:
It was noted that the Human Resource personnel’s found it extremely difficult to pick a suitable candidate only by referring to his/her academic qualifications.
The Challenges:
• There was no relevant call center software to check if an employee possessed the prerequisite skills for the job.
• Asking direct questions did not yield favorable results, often leading to disappointment after hiring a particular candidate.
• There were no tried and tested call center solutions used previously to meet the demands for skills in the present scenario.
The Solutions:
• The best call center software was installed, which required the candidate to answer a questionnaire and calculated the proficiency level for different skills.
• Human Resource personnel’s were familiarized with the call center software solutions and were trained to calculate and assess a set number of skills.
• Skill set questionnaires were circulated on a regular basis to motivate, foster skill competency and boost efficacy.
The Results:
• The interview process became more challenging and thus, attracted only competent candidates at Infocomm solutions
• The objective nature of the questionnaires left less room for discrepancies.
• It was clear that the perfect amalgamation of the best call center software and adequate training led to hiring of proficient and knowledgeable staff.
Therefore, it was observed that along with their academic qualifications and the top three touted skills-language proficiency, technical competency, time management, conflict management, being patient, adept, focused, honest, handling criticism constructively and working relentlessly to make the customer’s life a little easier are all predominant skills a call center will look for in their next employee.
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