How ‘modern’ are your call center agents?

How ‘modern’ are your call center agents?

Faith Ocampo Published on April 25, 2016

Your customers are changing, but are you?

diverse customer service team in call center

A large part of a brand’s customer service success rests in the hands of its frontline employees. Customers form impressions of brands based on how they were treated by their representatives. One instance of poor service can dissuade them from trusting your brand or giving you another chance.

To cater to modern customers, you need modern call center agents who know precisely what your market needs. In a multi-channeled world, the process of building a strong customer relationship calls for adaptive skills and goal-driven decisions. Employees with these job skills, however, are a rare breed.

To keep pace with the modern customer, businesses must take these two steps. First, prospective staff must undergo a pre-employment screening, which will determine whether they have the right attributes. And second, managers must train agents and push them to acquire new skills. The ideal customer service representative would possess these key qualifications.

  1. A broad outlook on customer service

    smiling call center agent working with customer support team

    Now more than ever, there’s a need for frontline employees to set their sight beyond the transactions they handle. To enhance their delivery of customer service, call center agents must be aware that their individual performance has a huge impact to the entire customer journey. Agents who don’t fully understand what the customer experience consists of are a liability. In contrast, agents with a broader perspective make better decisions and are therefore more capable of making customers happy.

  2. Handling cross-channel transactions

    call center agents using tablet laptop computer for customer service

    Customers use a mix of platforms when connecting with a brand. They may first use their phones and then follow up later via email or whatever’s most convenient for them at the time. Without an effective customer relationship management tool, this process can be painful for contact centers. But more importantly, without agents who can adapt to a fast-paced and dynamic process, it’s impossible to deliver seamless cross-channel customer service even if you already have the right applications in place.

  3. Making good use of knowledge databases

    busy call center agent working with database

    The success of a transaction relies on how well an agent can identify the root cause of a customer’s problem and how effective they are in recommending solutions. A lot of brands today build knowledge databases to make agents’ jobs easier. But are they being utilized wisely?

    Solving customers’ issues requires more than just strong communication skills. Call center agents must also be analytical and resourceful, as these two traits would allow them to maximize the tools available to them.

  4. People skills

    call center coworkers in fun conversation

    This is probably the most in-demand among all the job skills that employers usually look for. When we say someone is a people person, we refer to someone who is not only comfortable in social interactions. That person must also be someone who can adapt to others’ unique behaviors or personalities.

    In the area of service, the best agents are those who are sensitive to customers’ needs. They suggest solutions that are suitable to a customer’s unique situation, instead of merely picking plausible advice from a predetermined list.

  5. Well-rounded communication skills

    customer service trainees in classroom

    Of course, no matter how much the customer service industry changes, exemplary communication skills will never go out of style. But agents with a diverse skill set, including writing, reading comprehension, active listening, and speaking, have an edge.

    Non-verbal skills such as the use of gestures and facial expressions are also important as video is being developed as a customer service platform. Some of these skills, however, are easily observable through pre-employment screening, such as during face-to-face interviews.

Businesses must know how to modernize and update their customer experience processes. The best way to efficiently achieve these is to outsource their support solutions to an experienced call center like Open Access BPO. Doing so ensures that service delivery goes with industry trends paired with expert insight on your customers’ journey. Contact us to learn more about improving the customer experience for your brand.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO14 hours ago
With the #ecommerce holiday shopping rush comes the armies of customers with their purchases and inquiries.
In the middle of all this, your brand needs to make both them and your team happy.

Here's how you can strike the right balance between ๐—น๐—ฒ๐˜๐˜๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ ๐—ฒ๐—ป๐—ท๐—ผ๐˜† ๐˜๐—ต๐—ฒ ๐—ต๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜†๐˜€ and ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐—บ๐—ผ๐˜€๐˜ ๐—น๐—ผ๐˜†๐—ฎ๐—น ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€: https://buff.ly/3ur1Q1o

----------
Ensure your customers' needs are met with a trusted #CustomerService expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
CustomerService #CustomerExperience
Open Access BPO
Open Access BPO14 hours ago
Failing to meet customer expectations may be your goal, but there are unforeseen and unavoidable instances that cause you to fail.

Here are 4 basic steps of a business #CustomerSupport strategy when facing mishaps: https://buff.ly/3iDVQQr

----------
Start your journey to a better #CX with a #CusomerExperience expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

----------
Choose an #outsourcing company that values customer service and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CallCenterTips
Open Access BPO
Open Access BPO3 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
โ€ข How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

โ€ข Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

โ€ข UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

โ€ข 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

โ€ข 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

โ€ข How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

โ€ข Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO1 week ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happyโ€”and keeping them that wayโ€”has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO2 weeks ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO