Tuesday, October 07, 2014
5 Traits of a Great Call Center Agent
Having different personalities in the workplace can break up the monotony of the office environment, but when it comes down to hard work, there are some characteristics that are invaluable and that every worker needs. Here are five traits that every call center agent must have to be the best in their office.
- Communication Skills
As a call center agent it is a given that you need to have good communication skills, but it is still worth mentioning. Having good communication skills doesn’t just refer to articulation, but also refers to listening to your customers and identifying the important information.
- A Friendly Attitude
In any face-to-face conversation, people use a combination of vocal communication, physical communication, eye contact, and facial expressions to convey their opinions or help someone with a dilemma. As a call center agent, that list of tools is cut down to one: vocal communication.
Keeping a positive tone to your voice, staying relaxed and calm throughout your call will help you build rapport between you and your customers. Building rapport with customers keeps business light and easy and not a monotonous chore of answering questions and writing down data.
- An Interest in What's Happening
As a call center agent, you will need to answer many questions, some of which that weren’t covered in basic training. It is important as an agent that you know what is going on in the company you are representing. Frequent visits to the company’s website, newsletter, etc. will make you more knowledgeable about what you’re talking with customers about and be able to better help them with their needs.
- Stay Calm Under Pressure
When the occasional frustrated customer calls and rubs some of that frustration onto you, it’s important that none of that negativity carries on into your other customer calls. That negativity spreads into your new conversations and damages the rapport you are trying to build between you and your new customer.
Remember, remain calm, remain positive and don’t let your frustration get the better of you.
- See the Big Picture
As a call center agent, you will interact with more customers than most other employees will in one day. Your voice and your attitude will represent the company you work for. As a call center agent, you are invaluable to the process of collecting feedback on the company and helping produce change in the company you are representing.