The success of your call center is reliant on the agents you hire to work there. Enthused call center agents will work harder to assist your customers and thus, will positively impact your business. But the question is how you will have an idea about who will prove good agent for your business?
There are a number of characteristics and educations you should look for when you have an interview session with probable candidates. You have to look upon the certain qualities of the candidates whom you want to interview.
In this article, we’ll discuss the skills and educations which a good agent should have. So, you can understand how to hire the best call center, agents. At the end of the day, a contact center is only as good as its agents.
Previous Work Experience:
The previous experience of your agent is countable for the future of your call center. It shows the capabilities as well as strong points and weak points of the agent. If he/she has previous experience of being a representative in a call center then defiantly he has knowledge about the ups and downs of the job.
If they have not worked at a call center, their work experience is still important. That, combined with their qualities and services, will show you if they are able to handle the workload of the agent position.
Knowledge Of New Technologies:
Your call center must work under new technology so the staff you are going to hire must know about the new technology. They should know technologies in an effective way but if they know the basics of modern technology it would be acceptable.
Things like headphones, queues of lines may be difficult to use for some people. In this situation, you have to train them or hire trained people to run your business well
Good Communication Skills:
Call center agents should be good in communication because most of the time of their job they have to spend in communication with customers. So, they should be good at communicating with people.
Their skill of communication can be measured during the process of the interview. Throughout the interview, you can measure their potential to communicate with customers. If they communicate with you confidently and in a friendly manner then you can think they will be better communicators for your company.
Ready To Solve Problems
The main task of a call center agent is to solve the problems of customers. The customers demand to fulfill their need as soon as possible. So the agents should be always ready to solve the problems of the customers at any time in any way.
Lazy and unenergetic agents will not accept for the customers and they might be angry with your company because of these lazy agents. So, you have to choose energetic and courageous staff to work.
Stay Cool Under Fire
One of the most common issues of the agent has to face during communication with customers is that they have to experience such bad behavioral people.
In this situation when a customer even using bad language to your agent the real inspection of the agent starts. If the agent keeps his head calm and bears all the anger of a customer with a smiling face when he or she would be best for the seat of the agent.
You have to measure the ability of agent staying calm in the interview. For this purpose, you can ask him or her that how can you handle a frustrating customer or you can ask him or her about their past experience of the angry customer and how they were able to handle him.
A successful call center agent has to be an actual task doer in multi-dimensions. In calculation to grace with your presence to customer needs on the phone. They also spend substantial time updating records in the CRM, taking notes, and completing other post-call duties.
In order to complete all of these tasks quickly and accurately, your agents have to be organized and efficient.
Many call center managers screen for the organization before scheduling the interview by checking for errors in a candidate’s application or resume.
During the interview itself, you might consider asking the candidate how he or she has effectively juggled multiple tasks at once in previous positions. It’s important to push the candidate to provide specific, real-life examples here.