Besides ensuring the quality of their products and services, businesses cannot get ahead of the competition, build brand loyalty, and grow their venture without providing a pleasant customer experience. Toward this end, it is a must for organizations to listen attentively to the needs of clients and address their immediate concerns in the most satisfying way possible.
This crucial task of providing remarkable customer service largely falls on the shoulders of call center agents. How they interact with clients, provide support, and offer timely solutions significantly impact the overall customer experience. That said, call center agents should possess certain attributes to perform this critical, often demanding, and complex role successfully.
Perhaps, you are a recruitment manager trying to fill the staffing needs of your contact center. If so, remember that while there are numerous applicants finding call center jobs in Manila, not all of them can fill the position. Make sure that you find talented individuals with qualities that are described in this article. These traits are vital to being an excellent call center agent.
The ability to manage emotions, despite stressful situations, is one of the most essential qualities you should look for in a call center representative. Listening to complaints on a daily basis and dealing with all types of people—many of whom will be angry, frustrated, and irritable—can be stressful and emotionally draining. Unless agents can stay calm under pressure and keep their emotions in check, it is practically impossible for them to deliver remarkable customer service consistently.
One study published in the multidisciplinary journal Human Behavior, Development and Society supports the inherent value of emotional stability in the practice of the call center profession. The said research revealed that call center representatives in the Philippines with high emotional intelligence (EQ) tend to demonstrate better interaction and involvement with customers and a higher level of job performance. Essentially, emotionally stable people interact with clients better and perform their duties well.
Effective Communication Skills
An excellent call center agent should possess effective communication skills because the nature of the job demands it. After all, how can they address the concerns of clients if they cannot communicate properly? Naturally, it is important to check vital competencies like diction, pronunciation, and general oral fluency when screening call center applicants. However, it is also worth pointing out that the ability to listen is equally crucial to comprehend the client’s concerns and provide appropriate solutions.
You can gauge the applicant’s communication skills during the interview. Ask a variety of questions and observe the candidate’s responses, tone of voice, and demeanor. Do not hesitate to inquire further and ask for specific examples of past experiences if the applicant is answering in general terms. You may also conduct role-playing exercises to evaluate this area.
Perhaps, there is nothing more frustrating and irritating for a caller than a disinterested call center agent answering questions robotically. If you want your call center representatives to offer a remarkable customer experience, they must exhibit genuine interest and concern about how clients feel. They should be able to build rapport and meet the customers where they are. Empathetic call center agents can sense the thoughts and mood of clients, which is why they can respond accordingly.
Identify empathetic candidates by using scenario-based questions. Those who know how to appease annoyed clients, offer creative solutions, and protect the company’s interest are likely to perform the demands of the position well.
Call center representatives usually have scripts to guide them in addressing customer concerns, but it does not mean that these documents tackle all problems. Once in a while, clients will bring up new issues and unusual queries. When this happens, call center agents should know how to think on their feet instead of putting the caller on hold for a long time while they ask around for answers. As such, you should find candidates with creativity—those who can quickly assess the situation and easily come up with unique solutions that can satisfy customers.
To know if the candidate possesses this quality, you may ask hypothetical problems during the interview. Evaluate the responses based on their ability to process the given information and think about innovative and out of the box, yet feasible, options. You may also talk to their former employers to gain an insight into the applicant’s creativity and problem-solving skills.
Call center jobs involve recalling information at the drop of a hat since callers want immediate answers. Making the client wait for several minutes while the agent tries to search for solutions will undoubtedly result in a poor customer experience. Remember that clients want fast and accurate information every time they call.
Ensure quality customer service by finding call center agents who can readily recall information about the company, your products and services, answers to frequently asked questions, and other pertinent details. You can assess candidates’ retentive memory by administering psychological tests on cognitive ability and memory.
Finding ideal candidates for a call center agent position is a task that should never be taken lightly, as the people you will hire can significantly impact the company’s relationship with customers and overall success. Screen, test, and interview all applicants to ensure they possess the noteworthy qualities described above. Keep in mind that these traits are crucial in performing the demanding and challenging role of a call center agent.