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9TopQualitieofauccefulCallCenterAgent
() demo-/)

Tueda,Ma13th,2014CallCenter(http://www.talkdek.com/log/)

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Hiringanexcellentcallcenteragentijutaimportantahavingtherightcallcenteroftware.Candidatecanecreenedaedona
varietofcriteria,uchaperonalit,kill, tandmotivation,duringthehiringproce.Regardleofourlitofprerequiite,ithelpful
toknowexactlwhatmakeauccefulagent.Hereareomeofthetopqualitieofauccefulcallcenteragent:

1.KnowledgeRetention
Anagentmiionitoprovidethehighetqualitupporttocutomer.Toaccomplihthi,theneedtoealetolearnandmemorizea
goodamountofinformationaoutourcompan.thetimethegetupandrunning,thehouldatleatknowtheinandoutofour
productorerviceandeonoardwithourrandphilooph.

Callcenteragent(../../../log/what-to-look-for-when-hiring-cutomer-upport-repreentative-agent)houldknowwhenthecant
reolvetheiueandwhototranferthecalltoifthiithecae.Atimeprogree,thehouldealetorememeranwerto
frequentlakedquetionandtroulehootwitheae.Ifourcandidatedonotappeartoethetpetoealetoquickllearnand
retaininformation,hiringthemcouldultimatelhaveanegativeimpactonourproviionofupport.

2.AttentiontoDetail
eingacallcenteragentcanometimeemonotonou.Agentoftenanwertheamequetionandreceivetheamecomplaintda
afterda.Thedangerwiththiithatagentcanecomecomplacentaareult.Agentthatfallintothitendtoaumethatthe
undertandcutomeriuewithouteekingclari cationandarepronetoo eringaquick,cannedrepone.

Thirecipefordiateriunfortunatelincredilcommon.Infact,conumerathatonaverageagentonlanwertheirquetion50
percent(http://www.helpcout.net/reource/75-cutomer-ervice-fact-quote-tatitic/)ofthetime.Makeureouragenttand
aovetheretcheckinginwithcutomertomakeuretheiriuearereolvedtotheiratifactioneforeendingthecall.Alo,during
thehiringproce,ifacandidatehaerrorintheirreume,intwellgroomed,orappearloppinomeotherwa,pathemupfor
omeonethatappeartopamoreattentiontodetail.

3.Organization
Agentthatworkinaucallcenterhouldeincredilorganized.Theneedtoealetojugglemultipletakatonce(i.e.,checking
theknowledgeae,updatingtheCRMandtakingnoteinourhelpdek),allwhileattendingtothecutomerneed.taingorganized
willhelpreduceerrorduringthiproce,enuringthatthearecompletingaftercallworke cientlandallowingthemtoaddre
cutomerneedmoree ectivel.

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6/13/2017 9TopQualitiesofaSuccessfulCallCenterAgent|Talkdesk

Tomakeureourcallcenteragentareorganized,hirepeoplewhometallapplicationprocedeadline(i.e.,arrivingtothemeetingon
time,umittingrequetedmaterial,etc.)andhaveatrackrecordofeingorganized.Oncetheareontheteam,makeurethehavethe
RQUTDMO
tool(i.e.,callcenteroftware(http://www.talkdek.com/)thatintegratewithouruinetoolandane
(http://www.talkdek.com) (http://www.talkdek.com/wp- ectiveCRMandhelpdek
content/theme/talkdek/new-
olution)andtheenvironmenttheneedtotaorganized.Theethingcanmakeallthedi erenceincutomeratifactionandour
demo-/) ()
ottomline.

4.Flexiilit
Notonldocallcenteragentinaucallcenterhandledozenofcallperda,utthealointeractwithcutomerwithchallenging
peronalitie(../../../log/5-nightmare-cutomer-peronalitie-and-how-to-handle-them).Tomakeureouragentare exileenough
tomeettheneedofourdiverecutomerae,hireagentthatcangowiththe ow.

Thehouldealetohandleachattcutomeronemomentandanangrcutomerthenext.Thehouldealetorollwiththe
puncheandlettheadtu lideo ofthemwitheae(afterprovidingaolution,ofcoure).Inaddition,oumaaloneedtohave
omeofouragentworkchallenginghour:holida,nightandweekend.Makeurethatourememerthiwhencoutingoutnew
agent.Flexiilitike.

5.Friendl
Agentarethefrontlineofourcompan.Makeuretheareprojectingawarmandfriendlimageandourcutomerwillraveaout
theirexperience.Agenthouldealetoconitentlmaintainapoitivedemeanorandkeepamileontheirfacedainanddaout.
Whenhiring,makeurethatouragentcangotheditancewithafriendlattitude.Onceouhavehiredourteam,makeureou
cultivateaculturethatencouragefriendlineanddicourageurnout(http://log.kimetric.com/prevent-emploee-urnout/).Your
cutomerwillthankouforit.

6.CalmUnderPreure
Ahighqualitcallcenteragentinteail utered.omewouldarguethatthiioneofthetoughetjotomaintain,duetothenumer
offrutratedcalleragentinteractwithonadailai.Agoodagentwillremaincalmwhenomeoneiellingatthemoverthephoneor
whenthehaveaChattCathontheotherendofthelinewhoimplwontletthemgetawordinedgewie.Keepingtheircool
throughoutalloftheeituationandnotlettingthefrutratedcallergettothemperonallwillgetancallcenteragent
(http://www.talkdek.com/log/5-tip-for-eing-a-culturall-enitive-call-center-agent)farintheindutr.Duringthehiringproce,
akthemhowthehandlepreureandcheckinwiththeirpreviouemploertoeeifwhattheamatcheup.

7. ectiveCommunicationkill
Thioneiagiven,utittillworthmentioning.ecaueacallcenteragentjoitocommunicatewithcaller,thehouldhavetop-
notchcommunicationkill(../../../log/10-tip-for-call-center-etiquette-excellence).utcommunicationdoentjutmeanpeaking.
ectivecommunicationaloinvolveliteningtothecaller,digetingtheinformationandconveingaolutionquicklande ectivel.
Theagenthouldpeakclearl,uingaicvocaular.Ifthecancommunicatee ectivel,thiwillodewellforthequalitofour
ervice.Infact,event-eightpercent(http://www.helpcout.net/reource/75-cutomer-ervice-fact-quote-tatitic/)ofconumer
athatacompetenterviceagentithemotimportantpartofahappcutomerexperience.Youimplcanthavecompetencewithout
clearcommunicationkill.

8.peed
Qualitagenthouldefatande cient.Thehouldworkquicklwithoutacri cingthequalitoftheirwork.Thiiimportanttoour
ottomlineecauethemorecalleranagentcanhandle,thefeweragentouneedtokeepourcallcenterrunningmoothl.Italo
importanttothecallerthemelve.Thedontwanttowaitaroundforaliveagent(afterall,75percent
(http://www.helpcout.net/reource/75-cutomer-ervice-fact-quote-tatitic/)thinkittaketoolongtoreachaliveagent).The
wanttheircallanweredaoonapoile.Afat-workingcallcenteragentcanreduceaveragepeedtoanwerandervicelevelfor
ourentireteamoourcutomeraremoreati ed.

9.Creativit

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6/13/2017 9TopQualitiesofaSuccessfulCallCenterAgent|Talkdesk

Finall,atrongagentneedtoecreative.Heorhehouldealetocomeupwithworkaleolutionforanprolemthrowntheir
wa.Itimportantthattherecreativeecaueitllhelpthemmeetcallerneedintheetwapoileforoththecompanandthe
RQUTDMO
cutomer.Thicanaloincreaecutomeratifaction.Whenagentreolveaniuee
(http://www.talkdek.com) (http://www.talkdek.com/wp- ectivel,70percent
content/theme/talkdek/new-
(http://www.helpcout.net/reource/75-cutomer-ervice-fact-quote-tatitic/)ofthetime,thatcutomerwillreturnanddouine
demo-/) ()
withthecompanagain.

Truluccefulcallcenteragentcanechallengingto nd.utithelptoknowwhatmakeagoodonewhenourelookingtohire.
Alo,jutecaueomeofourcurrentagentdontpoeallofthekillofauccefulcallcenteragent,doentmeanthewontone
da.Rememer,motoftheequalitiecanetaughtandfoteredovertime.Youcanevenholdatrainingeiontoteachtheekillto
ourexitingagenttogeteveroneontheamepage.

Over85percent(http://www.helpcout.net/reource/75-cutomer-ervice-fact-quote-tatitic/)ofcompaniewithqualitcutomer
erviceareoutperformingtheircompetitor.Dontouwanttoeoneofthem?

(http://www.talkdek.com/inound/945231u)

haunaGeraght
haunahaadoctorateinclinicalpchologandaloveofcallcenteroftware.Whenhein'tcreatingcontent,oucan ndher
creeningTalkdektalentandplaingwithherlarador,uter.

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