Solving an issue at first call is an essential element of a good customer experience.
That is the reason why inbound call centers are important to a company’s customer service process.
To be successful in inbound calling, employing excellent call agents should be a priority. A list of criteria needs to be considered for the applicants such as personality, skill, fitness, and motivation during the hiring process.
What does an inbound call center agent do?
Inbound call center agents are the first people clients turn to to get their questions answered and issues solved. They are the remote representatives of the company, directly interacting with clients in one-on-one calls.
Most skilled agents have more than a way with words and access to relevant customer information. They do whatever it takes to satisfy customers to win them over to either establish or maintain business relationships with their company.
Should an agent leave a bad impression or are incapable of helping a caller, their perspective of the company could be affected.
Common skills an inbound call center agent should have
Being an agent requires several skills to succeed in a fast-paced and demanding environment such as inbound calling. Knowing and developing them will help your team in providing excellent customer service.
Listed below are several skills your employee must possess to be a successful inbound call center agent.
Knowledge of products or services
Learning and memorizing a good amount of information about the company is important. To be a successful representative, an employee needs to have in-depth knowledge and understanding of the company’s product or service.
Customer service agents who know the ins and outs of the business can make the most suitable recommendations and solutions for a caller’s inquiry.
Additionally, your team should also know when they cannot resolve the issue and who to transfer the call to in such a case. Remembering and memorizing the proper answers for frequently asked questions is also imperative.
Organized and detail-oriented
Organizational skills such as note-taking, time management, and prioritization can help agents handle their workloads. Being organized reduces the risk of losing track of a customer’s call history and the details they have provided on their recent calls.
It is also important for an agent to listen carefully to customers to provide them with accurate and satisfying answers. Great attention to detail and the ability to pick up on things the customer is and isn’t saying is necessary.
Being organized and detail-oriented helps reduce errors and ensures that employees are addressing the needs of the customers effectively.
Clear and effective communicator
Communicating your company’s policies and services clearly and effectively is the pillar of the entire call experience. That is why support agents need to have superior written and verbal communication skills.
Straightforward and productive conversations help in resolving issues quickly which, in turn, helps develop a good relationship between the agent and the client, especially if the solution provided fixes the problem.
Without clear and effective communication between a support agent and a customer, the caller may be left confused and think that a resolution was not reached.
Has patience and empathy
Understanding a customer’s frustrations can make an enormous difference in an inbound call. If you can acknowledge the concerns of the client and offer your understanding, they may leave satisfied even if you couldn’t solve their problem.
Empathy and patience in a customer support job create an authentic and positive connection with callers. Knowing that someone understands and values their needs can set them at ease throughout their call.
Positive character
Having a positive attitude can go a long way in a customer service job. Being able to answer an inquiry with enthusiasm and positivity will create a good customer experience for anyone who is reaching out to your agents.
Inbound call agents represent the company so letting customers hear a friendly tone and positive attitude reassures them that a solution is within reach.
