Your agents are on the front line of your customer service efforts. When policyholders call with questions or concerns, the agent they reach becomes the voice of your entire company. No pressure there.
Obviously it is incumbent on your insurance call center agents to do their jobs well. But that process starts with managers hiring the best candidates for these crucial positions.
What skills should you be looking for when hiring an agent? Here are some of the most important:
Courtesy always sets the right tone for a customer engagement. And when that customer is stressed or frightened or angry, as is often the case with insurance issues, it’s up to the agent to maintain a professional tone and stay calm and focused throughout the conversation.
This doesn’t mean just showing up for work every day, but showing up on time. Customer service suffers when agents show up five minutes late and leave five minutes early. Agents should be willing to adhere to a strict shift schedule.
Intelligent verbal communication is one of the most basic requirements of this job, but as insurance call centers evolve into contact centers, it is advantageous to hire agents that can also communicate effectively in writing, so they can handle webchat or even social media.
While you want to recruit agents that can be positive team players, it’s also important for agents to feel confident enough to work independently – especially if you hire those that telecommute. When agents can solve customer claim issues without putting customers on hold and having to track down a supervisor, it improves average handle time and makes the customer happy as well.
Verint Monet Workforce Management solution can play a key role in helping agents to achieve optimal performance, by giving them the information they need to succeed.