Hire Call Center Customer Service Agents
Not everyone is a business owner but everyone is a customer. Whatever industry you’re in, there is a 100% chance that you have experienced purchasing a product or service. Online or offline, we are all consumers.
In this highly digital age, brands have evolved into providers that boast of accessibility anytime, anywhere. Product information and online transactions are within reach with a smartphone. With just one call, you can also speak to a call center customer service agent to address your concern. And as more and more businesses are placing value on branding and customer service, a call center customer service agent’s role in the entire customer experience is essential.
As brand representatives, call center agents can make or break a customer’s experience in a single call. That is why hiring the right people to fit your brand is essential. For hiring managers, the hunt begins with drafting an enticing and compelling job description that evokes both curiosity and excitement to candidates. They must be able to picture themselves working for your company through the details provided in the job description. Is knowledge of particular software important? How about the nature and culture of your company? Will you need people with previous experience? Placing those particulars on your job post will help you filter your ideal candidates.
Responsibilities of a Call Center Customer Service Agent
When a customer calls in, it’s because there is a need to be addressed. A call center agent has the opportunity to begin a positive customer service experience through a friendly greeting and by engaging the customer in a conversation. Is the customer calling for clarity on a product? Is there a complaint on a certain fee or service? Would it be a chance to upsell a product or service? Whatever the reason for the customer’s call, the agent can make a great impression on behalf of the company. During a conversation, it is up to the call center agent to identify the need, get the details, and provide a resolution – all while being professional and friendly to the customer.
The call center agent can be tasked to take on inbound or outbound calls and obtain client information and verify them. They must be knowledgeable about all the company’s products and services to provide solutions within their scope. Answering inquiries, providing accurate information, and recommending solutions are part of each call.
Depending on company policy, the agent may be asked to memorize scripts provided by the company. Additionally, maintenance of a call database is important to provide records for the business. There may be accounts where, aside from providing customer service, agents will be required to upsell products and services for an incentive.
Skills and Qualifications
To be successful in the role, candidates must have a customer-centric mindset. Great verbal communication, active listening skills, and the ability to multitask are also keys to the position. A call center customer service agent may encounter frustrated or even irate customers so the ability to maintain composure and a calm, professional demeanor is also important.
As for educational background qualifications, a high school diploma or GED is the usual standard but an associate or bachelor’s degree may be required depending on hiring parameters. Moreover, knowledge of computer systems navigation and data entry are helpful. Previous customer service experience is advantageous.
Great customer experience is priceless. Simply put, each call center customer service agent is the voice of the company. Each call is an opportunity to make an exceptional lasting impression. In today’s business climate, it’s no longer a competition for the number of customers but the quality of satisfied customers.