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There are many factors that make a good call center agent. This article will highlight the qualities of a good one, and hopefully you’ll become better at this line of work.
Most Important Qualities of a Call Center Agent
1. Excellent communication skills
A good call center agent must have excellent communication skills. These agents need to be able to speak clearly and in a language the customer understands. They should also be well versed with any technical terms, and the ability to explain these terms in layman’s language is a must.
2. Patience
A good call center agent should have patience when dealing with customers who are annoyed, angry, or frustrated. They should be able to deal with customers in a polite and courteous manner, even if the customer is rude.
3. Good listening skills
A good call center agent should have good listening skills. They need to be able to understand what the customer is telling them and be able to listen attentively while they explain their problems or issues.
4. Emphathy
A good call center agent should have empathy towards the customer. They should be able to understand what the customer is going through and give them all the attention they need in order to make them feel comfortable.
5. Great memory
A good call center agent should have a great memory. They need to be able to remember the name and address of their customers, so that they can help them in an efficient manner.
6. Good at problem solving and decision making
A good call center agent should be able to solve customer’s problems and make decisions on their own. They need to have the ability to think quickly and take fast action in order to help their customers.
7. Good at multi-tasking
A good call center agent should be able to do multiple tasks at the same time, without losing focus on any of them. They need to be able to multitask, and still give their customers the best service possible.
8. Ability to work under pressure
It’s a high-pressure job, but one that can reap great rewards. Being able to handle pressure is a must.
9. Good in English
A good call center agent should have excellent communication skills, and a very good command of the English language. If they don’t understand what their customer is trying to say, they will not be able to help them.
Some of the above characteristics will make a better call center agent, depending on the functions and needs of the project. The need to control what goes on in the call center created a challenge for the people there. A call center agent that is not skilled enough to handle the calls can lead to a loss of clients for the company and this can be very bad for business.
