Managers should still be cautious in how they provide feedback. Their goal is to perform at the highest level to satisfy customers and meet all performance goals. They also learn and adapt to new systems and procedures ( think TCPA compliance) quickly. These agents are always open to feedback and quickly learn from mistakes. In their search for the perfect inbound call center agent, managers tune their antennae for the most coachable candidate. When the agent presents all available solutions, they communicate their sincere desire to find what works best for the customer. They actively listen, acknowledging particular details of the customer’s troubles. Managers need to deploy empathetic agents both in standard customer interactions and red-alert-the-customer-is-angry situations.Ī great agent can feel the customer’s predicament and show they care. Empathy and Active ListeningĪn agent who demonstrates a deep understanding of their customers is a manager’s secret weapon. There’s no doubt a manager’s inbound call center is in trouble if their agents can’t communicate clearly.
If they can’t simplify complex information for the customer and explain how they are solving their problems, they’ve lost the customer.Ĭlear communication skills also aid in establishing rapport with fellow agents and the manager. Agents face a wide array of customer issues and concerns.
INBOUND CALL CENTER AGENT HOW TO
Here are the top qualities managers need to identify in a great agent… Clear Communication SkillsĪ great agent always knows how to communicate clearly. Asking the right questions could reveal a candidate’s real character.Īn agent with top-notch character increases their chances of delivering outstanding service and working well in a team setting.īecause we don’t want managers to continue losing untold sums of money in training costs, lost productivity, or worse – heavy regulatory fines.
INBOUND CALL CENTER AGENT UPGRADE
Since inbound call center managers are used to the high turnover rate reality, they may need to upgrade their interview process. The Top Skills Managers Need in a Great Agent Today we’re breaking down what inbound call center managers need in a great agent. Otherwise, those initiatives have no chance of long-term success. Still, managers need to identify potential agents with productive habits and qualities. So how can managers extinguish the high turnover fires in their call center? They can practice leadership habits that boost morale and loyalty. That’s more than double the average of other industries. We’re talking about the unparalleled high agent turnover rate in the contact center industry.Īccording to The Quality Assurance & Training Connection (QATC), the industry has a 30-45% turnover rate. And the truth is, it doesn’t have to be this way. Because obsessing on it might keep them from serving who’s left.īut it’s still a problem. Managers probably try hard not to think about it. It’s enough to make any veteran inbound call center manager despair.
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