4 Things You Need to Know As a Call Center Agent - Talkdesk - ContactCenterWorld.com Blog
The job of a call center agent varies from fulfilling to monotonous, exciting to annoying, challenging to frustrating. Call center agents have high turnover rates and many report low job satisfaction. Don’t let yourself be part of those statistics. Do everything you can to make your work worthwhile.
Don’t phone it in. Arm yourself with knowledge.
What do you need to know to be a call center superstar? Well, a lot of things; it’s a complex job. Here are a few of the big ticket items:
1. Know your product
This should go without saying, but I will say it anyways: Customers reach out to call centers when they are having an issue that they themselves can’t solve. Many of them have already Google’d their issue and searched for the answer throughout your website. They called you because you’re a higher authority.
The onus for product knowledge is on the call center agent, but it’s also up to call center managers to create effective onboarding and ongoing training programs.
2. Know your company
Company knowledge goes hand-in-hand with product knowledge. Call center agents should be aware of their company’s histories, policies, marketing efforts and chain-of-command. The idea is that agents should never be caught flat-footed by customer inquiries and requests.
Call center agents act as the face of the company brand, which means they may sometimes have to answer for aspects of the company outside of their immediate purview. This goes back to the idea of being the authority. Customers call in to get answers to a variety of questions. Call center agents should be able to adequately explain the answers and point customers to resources.
3. Know your customers
Effectively serving a customer’s needs means knowing who they are and what they want. Call center agents should have a general idea of the kind of person who will be calling in. Are your customers usually technically literate? Are they coming from a specific geographic location? Is the proper functioning of your product essential to their day-to-day lives?
For more specific knowledge of individual customers, call center agents should be armed with advanced call center software that integrates with their business tools and CRMs to easily pull up comprehensive customer data. Modern call center software solutions allow for automated workflows and contact histories, so call center agents have personalized information about callers the moment their call connects.
4. Know when you’re out of your depth
The wisest and strongest call center agents recognize when they’re in over their heads. Ideally, this is a situation that doesn’t arise often, but when it does, agents shouldn’t hesitate to transfer or escalate calls.
The more you know, the better you will be able to fulfill your duties as a call center agent. Remember: the health of your company hinges on you. Your job helps define the customer experience. Search your heart. You know it to be true.
Publish Date: February 18, 2016 5:00 AM
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