Top 9 Skills of a Successful Call Center Agent
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Hiring Great Contact Center Agents is the Key to Delivering Exceptional Customer Experiences
Hiring an excellent call center agent is just as important as having the right call center software. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it’s helpful to know exactly what makes a successful agent.
But before we talk about what makes a great call center agent, let’s talk about what a call center agent does.
Call center agent job description
An agent’s day-to-day responsibilities will greatly depend on the type of call center they work in. This is a general overview of the responsibilities a call center customer service agent may have:
Communicate with customers on a variety of channels.
Over the past few years, the way we communicate with one another has evolved tremendously. So, it’s not surprising that many companies are evolving their contact centers to be omnichannel. This means their agents can communicate with customers on several channels seamlessly. For example, an agent may help customers via telephone, email, social media, live chat, text, etc. A contact center agent should be comfortable providing service on every channel.
Resolve customer issues efficiently and courteously.
Most call center job are customer service positions, which means agents are often on the frontlines, directly communicating with customers when an issue arises. It’s an agent’s duty