In this Post:
Top Qualities of a Good Call Center Employee
Recruiting call center employees with key qualities
Top Qualities of a Good Call Center Employee
Running a customer service team is like building a home. Just like builders choose quality materials to make a good shelter, a customer service team needs agents with specific qualities to ensure customers have a great experience.
Customer service is crucial for business success, and many customers interact with a brand through its call center. According to PWC, almost 80% of U.S. consumers agree that speed, convenience, knowledgeable help, and friendly service are essential for positive customer experiences.
To provide reliable speed and knowledgeable help, customer service agents must have timeless qualities. Some agents already have these qualities, while others may need training. It’s important to understand, identify, and cultivate these key qualities in your customer service agents, as they are the foundation of your business’s customer experience.
Five essential qualities of an outstanding call center employee:
Effective Communicator:
- Importance: Good communication prevents misunderstandings and fosters better relationships.
- Example: Answering calls with identification, asking how to help, and explaining next steps clearly.
Empathetic:
- Importance: Empathy shows customers your company cares and is invested in finding solutions.
- Example: Validating customer feelings in tense situations, making them feel heard and justified.
Problem Solver:
- Importance: Problem-solving is crucial for handling unique situations beyond routine processes.
- Example: Thinking creatively, asking good questions, and finding solutions not obvious but fully addressing customer needs.
Patient:
- Importance: Patience is crucial, especially during lengthy or emotionally charged calls.
- Example: Handling unresolved issues with patience, understanding complicated customer problems.
Detail Oriented:
- Importance: Attention to detail ensures customers get the right help the first time, avoiding repeat calls.
- Example: Following each step to address customer needs accurately the first time.
Recruiting call center employees with key qualities
- Use job boards and sites for call center professionals.
- Partner with staffing agencies.
- Implement a referral program for agent recommendations.
- Consider outsourcing companies for assistance.
- Develop a comprehensive program covering soft skills, product knowledge, and processes.
- Use effective technologies and e-learning tools to streamline and scale training efforts.
- Quantify the impact of agent qualities through metrics like customer satisfaction, first-call resolution, and average handling time.
- Use data to continuously improve training and development programs.
