Decalogue of a good Call Center agent

The thinking of many is that working in a Call Center It is a laborious and tedious task at the same time, since sometimes you have to answer calls from dissatisfied and even angry customers, but it does not require any major commitment.

However, the work of those on the other side of the telephone line It requires preparation, a degree of concentration and responsibility as in other jobs, without leaving aside the fact that he or she becomes the voice of the company or company during the time that the client expects to acquire an excellent product and/or service. or, may your doubt be resolved with satisfaction.

Now, so that the agent Call Center ensure that the customer has a pleasant experience even if their concern or request is denied due to company policies, the following tips must be taken into account.

1. Let's start from the fact that every day is due learn something new, it is not enough to know the telephone system, to this must be added important information about the service or product that the company offers, which will allow complementary attention to be provided and thus, the customer will feel that they are not talking to just another employee. of the company but with a close friend who had the same experience and together they found the solution or otherwise, he becomes the best advisor and gives the security that the product or service he is acquiring is of excellent quality.

2. Perhaps one of the most important aspects when it comes to being a agent of Call Center It is patience and tolerance, because some days they will be saturated with calls from dissatisfied and therefore annoying customers waiting for a solution that is sometimes not possible due to the company's after-sales policies.

3. Organization and responsibility are important. On the one hand, the order will allow clients to be followed up when they indicate that they be called at another time, as well as having the documentation on the agenda if it becomes required to attend to particular cases, since it will not All the answers will be described in the script that was previously prepared. The above demonstrates responsibility, even more so if you are Call Center agent under the teleworking modality.

4. The call must be answered with a smile Although it may seem strange, they are attitudes that are perceived through the telephone, it is not just greeting and reciting the information described in the manual, on the other end of the line there is a person who wants to be treated as such and interact with a fellow human being and not feel that a machine does it, plus a good attitude allows the situation with a difficult client to be smoothed out and ended on the best terms.

5. It is important to put yourself in the other person's shoes, empathy It allows good communication to be established and to easily identify the difficulty the client is going through or the need they have.

6. A good communication bring with you a excellent pronunciation and grammar, as well as adequate language management that depends on the type of call you receive or make, that is, knowing if technical or colloquial language is necessary. Knowledge communicate the message to the client and that this is left with sufficient clarity, is part of the learning of a Call Center agent.

7. A skill that position still good call center agent It is the adaptability you have, being able to work on different channels while maintaining optimal response times. This becomes a benefit for the company because it improves productivity and for the client because they will feel that their difficulty or need is important.

8. Due to all the information that an agent receives regarding the characteristics of a product or service and that must be translated into quick and understandable responses, it is important their ability to analyze and synthesize, achieving efficient and effective care.

9. Sometimes the client will not find a solution to their problem or the product that will meet their need, but simply listening will generate a close bond between the company and the person who will be their first option in the future. He listen carefully is synonymous with I respect by customers and their opinions.

10. Deliver one more point to that 100% during the call, such as shipping at no additional cost, including the customer in an additional promotion or offering a discount, will be interpreted as excellent service by the customer who will forget their difficulty and will appreciate the treatment received with their loyalty to the company.