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What kinds of reps are best suited for today’s customer service? - Livesalesman - Blog

What kinds of reps are best suited for today’s customer service?

Why we need to redefine who is ‘ideal’ customer service rep

In recent years we have seen the role of customer service reps has changed dramatically. Given the plethora of self service tools available that companies have been splurging on, in most cases, customers are able to find simple solutions for themselves. They approach call centre agents for more complex issues, issues that they can’t resolve on their own. The gap between customer’s expectations and the actual ability of the traditional customer service agents to deliver on those is palpable. Customers are not looking for apology, basic troubleshooting or simple answers that are already available in self-help tools. They are looking for a solution.

If the call customer service agents are ill equipped to handle complex problems and tough customers, the cost is high. Irate customers, poor customer experience, customer dissatisfaction, loss of revenue and reputation, frustrated customer support agents and employee turnover are just some of the consequences you could potentially face.

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Ironically, in today’s world of self-help, hiring right customer service reps in call center outsourcing companies has assumed more significance than ever. However, the question to debate and ponder over is what sort of people make the ‘right’ and ‘ideal’ customer service call center agents that can cater to today’s customers? How should the organizations prepare their customer service reps to handle increasingly tough customer support issues?

Different personas of customer service reps we have seen

Having worked with 1000s of customer support outsourcing agents in our 18 years of inbound call center outsourcing services business, we can broadly categorize them as follows based on their personality traits and customer handling skills. Before , concluding who should be your preferred choice of reps, let’s take a glimpse on what actually the several reps have distinct about themselves.

Commanders: These are people who hold strong views and are not afraid of voicing their opinion. They take pride in demonstarting their expertise on the matter but what really sets them apart from the flock in customer service outsourcing companies is their knack of keeping a control on the situation and their ability to direct the customer interaction as they deem fit instead of letting the customer overwhelm them.

Diligent Workers: Always working with in the set parameters of rules and regulations, these are people who work persistently with an eye on deadline. Whatever they say or do are always backed with facts and figures.

Out of The Box Thinkers:  As opposed to hard workers, these are not the people who can be expected to follow the herd. It’s not that they do not respect the set rules and regulations but they are consistently looking for innovative ideas to improve the current procedures and processes. Only found in the best customer service outsourcing services companies, we feel that they are undoubtedly a valuable addition to your customer service team if you are not my way or high way kinds.

Empathizers: They take delight in resolving customers’ issues! An epitome of patience, they are great listeners and communicators. They seek to understand customers’ problems, behavior and motives.

Adjusters:  Flexible in their attitude, they are happy to meet mid way with the customers to resolve the issue.  They are happy to accommodate customer’s requests even if that means giving discounts and refunds to make sure the customer walks back happily.

Resilient Workers: Tough cookies, these are people who don’t buckle under pressure. They are able to sail through complicated scenarios without losing their composure. They don’t let what happens on the call impact them personally. We have observed that they find it easiest to survive call center outsourcing environment.

Competitors: Always chasing victory, these are people who strive to outperform their colleagues and are always looking to be on top in all the reports.

Why controllers ace their counterparts as best problem solvers

While good old virtues such as a good listener, eager to help others, service-oriented are still important in an ‘ideal’ customer support agents but they are certainly not sufficient in today’s day and time. Customers are incredibly impatient. Self-service tools and Internet are a double edged sword. If the customers are able to help themselves quickly and successfully using these, great, but if they don’t, God help the customer service reps who will have to bear their wrath! By the time, customers service reps, they are already utterly frustrated due to the amount of time they have already spent searching for information themselves or by the contradictory information they come across.

Customers are looking for straightforward answers and immediate resolutions from the customer support reps, which frontline customer service reps can’t always offer due to limitations in procedures, authority or time required to resolve. In scenarios like these, you need customer service agents who can ‘take charge’ of the situation instead of being swayed with the flow and letting upset customers make the situation more chaotic. They are confident decision makers and focus on diagnosing the key issue customer is facing and how best to resolve it. They would not hesitate to shun the beaten path of prescribed checklist and scripted answers if their analysis tells them that it is not required, specially if the customer has already spent enough time resolving it on his own because the likelihood is that he has already gone through the basic steps. Hence, instead of focusing on inundating customers with excessive choice, they give customers what they want- precise instructions, a comprehensive and personalized solution, presented in a way that takes into account both the context of the call and personality of the caller. These customer service agents channelize the discussion in a way that is focused more on telling customers what they should do rather than asking them what they would like to do with the aim of resolving the issue effortlessly as fast and as easily as possible. It is not that they lack they are devoid of empathy, they in fact we feel that they are the best in identifying the customer’s pain-point. It’s just the way they exhibit empathy that is distinct from others. So, next time you hire for your customer support team, do not reject ‘controllers’ based on the perception that they may not be the right cultural fit.


Publish Date: December 12, 2019 5:00 AM

2021 Buyers Guide Remote Agent Solutions


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Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.


Centrical Business Continuity & Remote Work Solutions
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In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

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Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

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Consilium Software

Consilium UniAgent™ Mobile
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Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
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CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

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MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

Nuxiba Technologies

Maintain your business operation from anywhere, even if your agents are at different locations!
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Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

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Orion Learning Services Inc.

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Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
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VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
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Teckinfo Solutions Pvt. Ltd.

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InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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