Inside the Quality-First Contact Center

What Qualities Should Your Call Center Representative Have?

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If you have partnered with or vetted the services of a contact center outsourcing partner for your business, it is important that you know the roles played by call center agents. To put it simply, these agents represent your business. Why? They serve as the point of contact between you and your treasured customers. They’re the ones who attend to client concerns and the very people that become advocates for your goods or services. With that being said, it is important that you work with a contact center that trains and screens their employees efficiently. Without proper customer service skills, language proficiency and adequate technical expertise, the agents will fail in their duties. But what are the qualities of a good call center representative anyway? Quality training is for support agents is something Callzilla invests heavily in. This article by Callzilla CEO, Neal Topf discusses some of our tips for training outsourced agents.

Contact center agents who effectively engage in outbound and adaptive selling strategies customize their sales approach to each customer. These agents are more successful, meet customer’s needs faster and generate more revenue than those who are less familiar with adaptive selling. It is critical that managers recognize, reinforce and promote these characteristics in their contact center sales force. Adaptive selling is the altering of sales behavior during a customer interaction or across customer interactions.

Are Selling and Nearshore Support two Different Persona Types?

An effective contact center agent engaged in outbound sales needs to have an impressive list of qualities to be able to consistently make sales, but what about call center agents who do not sell but instead provide nearshore customer support to your clients? What traits should they have in order to be good at their jobs? 

Call centers give companies an efficient way to maintain a line of support and communication with their customers. In fact, a 2011 survey conducted by American Express found that 90 percent of U.S. customers would rather deal with customer service issues over the phone -- more than any other method. Some contact center agents provide technical assistance; others process requests, investigate account errors or update personal data such as addresses. They need a unique combination of skills, attributes and knowledge to satisfy customers and keep them loyal.

The Right Support Agent can be Coached.

We believe in the importance of having the right mix of technical, personal and communication skills in contact center agents. It may be quite difficult to find a person with such a good blend of all the traits mentioned. However, with the proper training of an outsourced contact center, support agents will be capable of performing well at their jobs. So if you are looking for the best Spanish-speaking nearshore contact center agents who will reach out and take care of your customer base, contact us today to find out what Callzilla can do to support your customers!

Topics: Call Center Agents