The role of a call centre agent is a difficult and demanding one. It’s far more than just fielding incoming calls from customers and answering queries. A professional call handler needs to walk the fine line between satisfying a callers requirements, managing their expectations, and meeting the operational needs of the company or organisation.
Here at Motor Marketing UK, all our inbound call centre staff are hand-picked for their aptitude for the role and trained to the highest standards. In this article, we’re going to discuss some of the key skills that we look for in our agents.
This one is obvious—the very nature of the work requires all call handlers to be good at communicating. Of course, communication is a two-way street. Not only are our agents required to relate pertinent information to your clients, they are also expected to listen attentively in order to fully understand the nature of the query and provide a suitable and effective solution.
Retention and Recall
A call centre is a fast-paced work environment, requiring a good memory for details. Call handlers need to know the company they are representing inside and out and be ready to field any questions from clients with confidence and authority. Any hesitation on their part suggests a lack of conviction, which rarely goes down well with customers.
Able to Handle Pressure
Not only is a call centre a fast-paced environment, but it can also be a stressful one if you’re not used to it. Handlers can expect high volumes of calls, with tight response targets for picking up the phones. Depending on the nature of the service or product in question, customers might be on edge or irate before the call is even answered. A good call handler must be able to rise above this and remain calm in all circumstances, even if a client is yelling at them down the phone.
Speed and Efficiency
With a dedicated call centre, it’s important to strike a balance between quality and quantity. While we want to answer all queries to the customers’ satisfaction, we also need to clear as many calls as possible. The best handlers know how to control a call and keep it on track. Not only is this more efficient for the customer, it also prevents backlogs from building up and ensures customers are directed towards the preferred outcome.
Not every client is going to be happy when they contact a call centre. We’ve already discussed that a good call handler must keep their own emotions in check, but they must also be able to empathise with customers who are having a bad day. A warm and friendly (yet professional) approach helps to establish a rapport with the customer and diffuse difficult situations borne out of frustration.
Get in touch
If you need a call centre team that exhibits all of these traits and more, speak to Motor Marketing UK today. Call us on 0800 043 8113 or send an email to firstname.lastname@example.org to arrange a free consultation and demonstration.