Agents who can develop a strong rapport with a customer and make them feel like someone is listening and understanding their problem will go a long way in developing strong brand loyalty. That’s why one of the most important characteristics of a call center agent is the ability to empathize. Having to endure unhappy and sometimes rude customers can exasperate. Related: How to train agents to personalize customer service 2. Related: The secret to training a multi-generation call centerīy being able to create a solution, agents can ensure a positive customer experience that will resolve the issue in an efficient and timely manner. Therefore call centers are moving away from word-for-word scripts and are adapting to a more flexible model. However, there is not always a one-size-fits-all solution. Creative problem-solvingĪ call center agent will deal with a variety of challenges every day. Keep these eight important qualities of a call center agent in mind during your hiring process to ensure a smooth call center experience for both your agents and your customers. This is why hiring quality agents is so essential to meeting your customer’s needs and exceeding their expectations.
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