What Qualities To Look For In A Call Center Agent

What Qualities To Look For In A Call Center Agent

Call Centers are often the first point of contact for customers/clients. How the first call is handled can make or break a relationship between your business and the customer. For this reason, it is essential to have the best call center agents possible to be the front men.
You don’t need to be blind to understand that you can tell a lot from the way a person speaks. Think about your relationships with people, some virtual, other’s on the phone, quite a lot these days through the internet – the way we communicate is changing but one thing that isn’t is that we are still human and respond to human interaction.
I don’t know about you, but one of my pet hates is calling a business to then get some automated message, which sends me all around the houses until I want to run screaming in desperation: “God, I just want to talk to a REAL person.”
And if you want to make the most of this real person then read on to find out the best attributes to look for in a call center agent.
Essential Qualities of a Call Center Agent
What you want is to create a vision for the person making the call that that the call center agent on the other end of the line is a helpful, knowledgeable, professional, interested, problem solver, with initiative. What assists with the creation of this vision, is energy. I don’t mean to go all hippy on you here but really, it can be felt. I guess in more professional terms you would say this energy is transpired as an OUTGOING PERSONALITY – A shy call center agent isn’t really going to cut the mustard. No. They need to be friendly and energetic. That’s a good start. And remember: “First Point Of Contact” – The start is essential.
A good Call Center Agent should actually enjoying, talking, meeting new people and generally be PEOPLE ORİENTATED – it should be a skill – a natural one to be interested in and focused on interacting with people.
Depending on the nature of the call, the call center agent may be required to provide information, act like a spiders web and direct the caller to another operative to handle that type of query, or to in some cases get an ear bashing. A call Center agent ultimately needs to be a GREAT COMMUNICATOR and part of being a great communicator is to be a GOOD LISTENER.
It can be very off putting if you feel like you are not being listened to or if you have to repeat yourself or if you are interrupted. A call center agent should allow time for the customer to speak and to then respond to their query.
Call Center agents should have an ability to converse with and build a relationship with anybody. Therefore understanding people and the DIVERSITY OF INDIVIDUALS is key. It is a real skill to be able to relate with many different types of people, but it is this very quality that a great call center agent will possess.
It kind of goes without saying in this world nowadays that COMPUTER LITERACY is also an essential attribute a call center agent should have. Most people, even my grandmother is pretty computer literate. However, beyond Skype and Facebook she’s kind of lost. Computer skills are important but the for the most part they are a skill that can be taught and learnt by many people – not everybody but many people.
The more interpersonal attributes mentioned are more difficult to teach. So, for any business that want to set up a call center, finding call center agents with these natural interpersonal skills is fundamental for the success of the business.
The global interconnectedness evident in economy, polities and cultural relations means that we are now living in a world that is a global market. Your product or industry could and perhaps should be attractive to people from around the world. And if you want to communicate with people from around the world then there needs to be a common language. English it is and has been since time, however, there are many people who cannot speak English or have a poor command of English. Thus, a call center agent who has a command of a number of languages is a great asset. Depending on who your customers are, some call center agents are required to be fluent in another language too. Therefore being a MULTLINGUAL call center agent is advantageous.
So there you have it. Whether you are running your own call center or outsourcing this segment of your business and putting it in the hands of another call center, then there are some essential attributes that a call center agent should have. When interviewing (if your own business) then you can find these fun, personality, hardworking communicators. If it is not your own call center don’t be afraid to ask what their process is for employing call center agent.
The first point of contact can make or break a relationship. It’s worth the investment to pick and choose your call center agents well.
In a nutshell they should be excellent communicators, great listeners, possess excellent telephone manners, have the ability to deal with and relate to a diverse number of people, be people orientated, computer literate and have an outgoing personality. Being multilingual is a bonus unless your business requires it as an essential skill.

November 3, 2015 / Uncategorized

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What Qualities To Look For In A Call Center Agent

In May 2018, the new GDPR regulations become enforceable for all countries operating within the European Union. The new legislation establishes stringent changes to the way companies collect and process data and even more stringent consequences for those companies that fail to make their data fully compliant. And there’s not much chance that Brexit is going to make any difference; the regulations will become firmly established into law by the time we’ve left, and show little chance of being repealed afterwards. So, if you’ve not already optimised your consumer data processing practices, it’s time to start.

Opt-in data changes under the GDPR

One of the most profound changes that the GDPR will establish is in the way that businesses collect data. Whereas before you could operate under an opt-out policy, ensuring customers had to specifically declare that they didn’t want their data processed, now the opposite is the case. An individual now must actively volunteer their data, with tick boxes being the preferred method. Here are some other details the GDPR specifies:
  • As a default, tick boxed should be un-ticked. There should be further options available that allow the user to select the type of marketing correspondence they wish to receive; email, phone or mail.
  • The data subject is permitted to opt out of data processing at any point after opting in.
  • Consenting to data collection should not be a condition of service.
  • Sending someone an email to ask them for marketing permission is not permissible.
These changes will create profound challenges for companies looking to generate leads from marketing. What’s more, there’s a maximum fine of up to 20 million Euros, or four per cent of global turnover payable for a breach of these regulations; a figure that’s easily enough to send smaller firms into administration.

How to demonstrate data compliance

If companies choose to continue processing their own data after May 2018, there are a number of policies they will have to implement in order to demonstrate their GDPR compliance: • Appoint a data protection officer if at all feasible. • Carefully record and document all data processing activities. • Implement data minimisation and ‘pseudononymisation’ guidelines that adhere to the new regulations. In short, the data protection regulations that come into force next year are a minefield. The entire document clocks up just under a hundred individual articles that need to be adhered to.

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The team here at Seawave Media have a professional and comprehensive knowledge of the GDPR and other data protection regulations. It’s of vital importance to us that we operate to the highest data protection standards, and provide the most optimised and highest quality data possible within these regulations. Our goal is to ensure every legal box is ticked, while still providing you with high value consumer lifestyle survey leads that deliver a great ROI.

Contact us today to find out more about how we can help optimise your lead marketing strategy, both right now and after the GDPR regulations come through in May next year.