5 Key Traits of a Great Contact Center Agent

Written by KOVA Corp

Even with an industry that’s utilizing new technological  innovations like chatbots and automated phone systems, great customer service - of the human-to-human variety, that is - is still vital for the success of a contact center.

But what does good customer service mean for a call center employee? What traits does one have to have to maintain a high standard of customer service, and how are those traits evolving in an era governed by technology?

Here are five traits of an excellent contact center representative that will never go out of style.

Excellent communication skills

It might sound obvious, particularly since verbal or written communication are often the only ways a contact center employee has contact with a client, but you’d be surprised how often this key trait gets overlooked in the name of other assets.

Being able to communicate well with a customer is quite simply the most important factor in providing excellent service to them. There will be policies, suggestions and methods that a customer will often have to use to solve their issue, and all of those must be well-communicated by the contact center agent.

Ability to learn a product, technology, and policies quickly

Without a working, comprehensive knowledge of the product your customer is calling about, your agents won’t have the information on hand to help them resolve whatever issue they may be having.

This is typically something that comes with time, but a good contact center employee will make it a priority to learn all they can about the products a customer could potentially be contacting them about.

But that’s not all the knowledge they’ll need. They need to keep in mind the company’s policies and procedures, not to mention the policies of the contact center itself.

In addition, agents will need to be able to learn the technology quickly and correctly. Contact centers often use comprehensive contact center solutions, like workforce optimization software, customer feedback software, and call recording software. These software suites can be a challenge for those who aren’t very familiar with computer technology.

Flexibility

The contact center is a busy, often hectic place to work, and an employee could be taking dozens of calls during a typical shift. Some calls may be very difficult, whether because of the technical knowledge required, or the attitude of the caller. That’s why it’s important for a good agent to be able to go with the flow of a conversation.

If a caller is particularly chatty, they should be able to keep them on the relevant subject matter of the call. If the customer is angry, they should be willing to let some of that anger get released onto them - as long as it’s not abusive, of course - before guiding the customer in the right direction, always remembering that it’s not personal.

And the idea of a 9-to-5 contact center job is a thing of the past, as well. The modern employee should know that this is a 24/7 world that will require a different kind of schedule.

Attention to detail

There will be differences in every single customer’s call, and in every issue each customer has. It’s vital that a contact center agent be able to keep the details of each caller’s issue straight, and be able to have all of them on hand, or in his or her head, as they’re speaking with the customer.

No caller likes the idea of being treated like a number, so the more you remember about each caller’s situation, the better.

Ability to be concise, but also friendly

Every call center lives or dies by how effectively its employees manage call volume. So it’s important to remember that time is of the essence. Agents must balance being concise with being friendly and thorough.

Remaining calm under pressure is also a key trait for a call center employee, as high-pressure situations will certainly come up.

Above all, agents have to remember what they’re there for: to listen attentively to a customer’s issue, resolve it as completely as possible, and then move on to the next call.

For more on offering excellent customer service, read our post “How Emotional Intelligence Training Can Improve Your Contact Center’s Customer Service.”

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