Decalogue of a good agent
Call Center
Many people think that working in a Call Center It is a relatively inexpensive and tedious task, as sometimes you have to answer calls from dissatisfied and even angry customers, but it does not require much commitment.
However, the work of those on the other side of the telephone line It requires preparation, a degree of concentration and responsibility just like other jobs, without forgetting that he or she becomes the voice of the company or business during the time that the client waits to acquire an excellent product and/or service or for his or her doubt to be resolved satisfactorily.
Now, for the agent to 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 should be taken into account.
Skills of a Call Center Agent
1. Let's start from the fact that every day we must learn something new:
It's not enough to know the telephone system; you must also have important information about the service or product offered by the company. This will allow you to provide complementary attention. Thus, the customer will feel that they are not talking to just another employee of the company, but rather to a close friend who had the same experience and together they found the solution. On the contrary, you become the best advisor and provide the customer with the assurance that the product or service they are purchasing is of excellent quality.
2. Perhaps one of the most important aspects when it comes to being a agent of Call
Center is:
Patience and tolerance, as some days will be saturated with calls from dissatisfied and therefore annoyed 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 for follow-up with customers when they indicate that they should be called back at a later time.
Just as it is important to have the documentation ready if it is required to handle specific cases, not all responses will be described in the previously prepared script. This 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, these are attitudes that are perceived over the telephone. It's not just a matter of 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, not feel like they're being treated by a machine.
In addition, a good attitude allows the situation with a difficult client to be smoothed over and ended on the best terms.
5. It is important to put yourself in the other person's shoes:
The empathy It allows for good communication to be established and easily identifies the difficulty the client is going through or the need they have.
6. Good communication brings with it excellent pronunciation and
grammar:
As well as an appropriate command of the language that depends on the type of call you receive or make, that is, knowing whether technical or colloquial language is necessary. Knowing how to communicate the message to the customer and make it clear enough is part of a Call Center agent's training.
7. A skill that position still A good Call Center agent is:
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 customer because they will feel that their difficulty or need is important.
8. Because of all the information an agent receives
As for the characteristics of a product or service that must be translated into quick and understandable answers, it is important is his capacity for analysis and synthesis, achieving efficient and effective care.
9. Sometimes the customer will not find a solution to his problem:
Or the product that will meet their needs, but just listening will create a close bond between the company and the person who will be their first choice in the future. listen carefully is synonymous with I respect by customers and their opinions.
10. Give one more point to that 100% during the call
Such as free shipping, including the customer in an additional promotion or offering a discount, It 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.
Source of support: Toky
Content Writing by: Isabel Uribe
#We invite you to read our blog post «CRM, an ally in Customer Service
to the Client»
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