When it comes to hiring new staff, you should be looking out for their potential from the off. It’s important that candidates already possess certain qualities such as willingness to learn, a positive attitude and personality; but with regards to product and client knowledge, this is something that can be taught during training.
We’ve put together some top tips that we believe make a successful call centre agent!
As agents are the ones speaking to customers, answering questions and providing information, we believe the most important aspect of being a great agent is having excellent product knowledge. They need to be able to provide high quality support to customers and to do this, they need to learn and memorise a good amount of information about your company. As brand ambassadors it’s important that they agree with what your company is promoting/standing for.
In training, it’s a good idea to make the agent aware of frequently asked questions so that they can become familiar with answers. It’s important the agent is confident when answering questions as this will help the customer trust them and therefore trust your company.
2. Attention to Detail
When agents are speaking to customers all day, often answering the same questions and receiving similar complaints, the job can sometimes become tedious. The danger of this is that the agent can sometimes make a mistake or assume they understand the customer’s needs without fully listening to the enquiry (we’re only human after all!).
Unfortunately it seems that this is quite a common occurrence within call centres – according to talkdesk, consumers say that on average agents only answer their questions 50% of the time. For your company to stand out from the rest, your agents need to go above and beyond to exceed the customer’s expectations. It’s always a nice touch to ask the customer if there’s anything else they need help with/if they’re satisfied with the service they’ve received before ending the call. You want the customer to finish the call feeling free from doubt.
3. Communication Skills
This sounds obvious but it is so important your agents have excellent communication skills. Communicating with customers is the sole job of a call centre agent, so it’s vital this is never conveyed in a poor manner. And remember, communicating isn’t just about speaking. It’s about actively listening to the customer’s needs, digesting information and giving a quick solution to the problem.
We believe this is where we stand out from our competitors as a company. As our agents are all involved in the creative industry, they are used to being confident, polite and always willing to go the extra mile. Don’t stand for laziness – if an agent isn’t willing to meet the customer’s and your expectations this will reflect negatively on your brand.
At RSVP, we believe these 3 skills are key when hiring and training agents. If your agents carry these qualities throughout their time working for you, your customers will thank you for it!
Publish Date: June 14, 2017 5:00 AM
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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|3.)||Call Center Studio|
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|5.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
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By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
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VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.
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