Caring and Confidence: Two Essential Call Center Agent Traits
Imagine going out to lunch with a friend. You tell him that your doctor said you need to have surgery, and your friend replies, “Oh well, that’s life – are you going to finish those fries?”
This is one of those situations when a person expects some expression of concern or sympathy. Another is when a customer has a problem and contacts a call center. The best agents are those that recognize when a customer is angry or disappointed, and respond accordingly.
It’s not difficult, it doesn’t add a lot of time to each call, and it doesn’t require changing company policy – all it takes is a few kind words – “I’m sorry this happened, I understand how frustrating this must be. But you’ve come to the right place – let me see what I can do for you.”
And it helps if they sound like they mean it, and are not just reading those words off a script.
Caring is the first essential trait of a successful call center agent; confidence is also important. It’s a quality that some possess naturally, but for those that don’t it can be taught – at least within the confines of the call center job.
A trainer may not be able to instill enough self-assurance in an agent to ask someone for a date, but for customer calls confidence emanates from knowledge about the company and its products or services.
It is particularly critical in outbound call centers, at a time when telemarketing-weary customers are likely to be less receptive to a marketing message. The successful agent is one who can break through those barriers, by explaining that this call is not an annoyance but an opportunity. When you speak to someone who really believes in the cause he supports, you are likely to be more receptive to what they have to say.
Caring and confidence – look for both of them when it’s time to hire new agents. As a bonus you’ll not just gain a quality employee that will boost your customer service, you may hire someone who can have a positive impact on your other agents as well. When these traits are encouraged, they can be contagious.
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