Hiring an excellent call centre agent is just as important as having the right call centre software. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, knowing exactly what makes a successful agent is helpful.
Working as a call centre agent, the agent’s day-to-day responsibilities in the Best International BPO Call centres in India will greatly depend on the type of call centre they work in. On a general basis, a call centre agent is required to take responsibility to:
- Communicate with customers on a variety of channels.
- Resolve customer issues efficiently and courteously.
- Provide a memorable customer experience and awesome customer service.
- Complete after-call work and other assigned administrative duties efficiently.
What Are The Qualities Of The Best Call Centre Agents?
Working in a call centre an agent is required to perform a certain task based on the types of call centre one works in. But in order to perform well, one must possess certain skills that can help cater to the customers efficiently. Some of the important skills and qualities that are required for the best agents in the Top BPO Call centres in India to possess are:
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Knowledge:
An agent’s mission is to provide the highest quality support to customers. To accomplish this, agents in the Best BPO call centre need to be able to learn and memorize a good amount of information about the company. By the time they get up and running, they should at least know the ins and outs of the product or service and be on board with the brand’s philosophy. It is important for them to know when they can’t resolve the issue and who to transfer the call to accordingly. As time progresses, they should be able to easily remember answers to frequently asked questions and troubleshoot.
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Attention:
Being a call centre agent can sometimes be monotonous. Agents often answer the same questions and receive the same complaints day after day. The danger with this is that agents can become complacent as a result. Agents that fall into this tend to assume that they understand customer issues without seeking clarification and are prone to offering a quick, canned response. It is important to ensure your agents stand above the rest by checking in with customers to ensure their issues are resolved to their satisfaction before ending the call.
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Organization:
Agents in the Top BPO Call centres in India that work in a busy call centre should be incredibly organized as they need to be able to juggle multiple tasks at once. They must check the knowledge base, update the CRM and take notes in the helpdesk, all while attending to the customer’s needs. Staying organized will help reduce errors during this process, ensuring that they are completing after-call work efficiently and allowing them to address customer needs more effectively.
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Flexibility:
Not only do call centre agents in a busy call centre handle dozens of calls per day, but they also interact with customers with challenging personalities. To make sure the agents in the Best BPO call centre are flexible enough to meet the needs of the diverse customer base, it is important to hire agents that can go with the flow. They should be able to handle a chatty customer one moment and an angry customer the next, be able to roll with the punches and let the bad stuff slide off of them with ease.
Truly successful call centre agents for the Best International BPO Call centres in India can be challenging to find. But it helps to know what makes a good one when looking to hire. Also, just because some of the current agents don’t possess all of the skills of a successful call centre agent doesn’t mean they won’t one day. Remember, most of these qualities can be taught and fostered over time. One can even hold a training session to teach these skills to your existing agents to get everyone on the same page. Get in touch with V3 Outsourcing Solutions Pvt. Ltd. to know more about the call centre agents.