Cloud based IVR can prioritize calls based on the value of the customer and allows businesses to generate revenue through customer need identification.
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The Customer is the king! Customer satisfaction is the priority for any business to flourish. The call center agents help you achieve maximum Customer satisfaction apart from your high-quality services. The call center agents are the first point of contact for the clients and are the spokesperson for your product or service. A call center agent is the one who handles the inbound and outbound customer call for any business. It is therefore essential to hire the best call center agents to project a warm and friendly image of the company and for happy customers.
Hiring the best call center agents is important for your business. The candidates can be screened based on criteria like personality, communication skills, analytical skills, problem- solving ability during the hiring process. Here listed are some of the essential qualities that a call center agent must possess:
Communication – Excellent communication skill is the prerequisite for the right call center agents. As the customer survey mentions that a proficient call center agent is the most important part of happy customer experience. The call center agent should be able to resolve the query efficiently and unambiguously. The diction should be clear using basic vocabulary.
Knowledge – To address the customer inquiry, the call center agent should have a thorough knowledge about your product or service. The best candidate should be a quick learner and should be able to retain the information.
Organisation and Multi-tasking – The call center agents need to be a good juggler. Multi tasking is required as the call center agents need to listen to the customer, check the knowledge base, and provide an effective solution at the same time. Being organised is thus an important trait for a successful call center agent.
Flexibility – A call center functions 24/7, seven days a week, the working hours could be challenging. The call center agent should be flexible enough to comply with the erratic schedules. Also, all center agents interact with the customers on a daily basis. Some of those can be challenging. To deal with such clients, the call center agents need to be flexible in their approach and should quickly adapt as per the customer.
Cool as Cucumber – Keeping calm under pressure is an important trait for a good call center agent. The customer sometime could be frustrated or angry. Here the call center agents need to keep calm and resolve the issue to achieve customer satisfaction.
Speed – The call center agents need to fast and efficient. Fast working call center agent will not keep callers waiting for long. With quick solutions to their problems, customer satisfaction is guaranteed.
Finding the best call center agent can be challenging, this guideline can be helpful. Hire the best call center agent thus increasing customer satisfaction and improve your business many folds.
