Traits that recruiters look for in customer service outsourcing agents

Traits that recruiters look for in customer service outsourcing agents

OABPO Blog Team Published on April 23, 2014

customer-service-outsourcing
“You should have people skills.” This is a tip that is commonly given to those eyeing an agent position in a customer service outsourcing firm. While this would definitely grant you an edge over other applicants and help recruiters notice you, the term “people skills” is still somewhat too vague to point out the specific traits you should possess.
To give call center hopefuls a clearer idea about what characteristics they should hone, below is a list of personal traits that are proven useful in handling customers of any kind over the phone.

customer-service-outsourcing--.

  Patience

Obviously, you need to be patient in dealing with irate customers and those that need repetition and careful explanation to be appeased. There may be instances when customers become confused and even frustrated over their concerns, and it’s part of your duty to listen to their concerns and figure out what they truly need. Remember that more than speed, customers want competent service that isn’t rushed.

  Attentiveness

To really understand customers and their issues, customer service representatives must listen to them attentively. Paying attention to every important detail of the problem will help you come up with effective ways to solve it. In addition, it could help you lower instances of follow-up calls and attain first call resolution among other KPIs.

  Positive language

Exuding positivity through your words could go a long way. It has a large impact on the course of the conversation, on the mood of the caller, and even on the customers’ perception of the brand you represent.

Negative tone and words (can’t, never, unavailable, etc.) can convey abrupt and impersonal service, so instead of saying “I can’t process your request,” reword it into something with promise and positivity. Try saying “I will process your order once I’m sure that it is available tomorrow,” and you’ll likely get a positive response from the customer as well.

  Calming presence

customer-service-outsourcing---

You can simply put this as “keeping cool under pressure.” The ability to stay calm can influence others to mellow down as well. Don’t let a conversation with an irate customer affect you; instead, ensure that you are on top of the situation all the time.

  Persuasion

Persuasion is not only useful for outbound sales accounts but for customer service outsourcing posts as well. From cross-selling, upselling, and even to guaranteeing customers that the solutions and answers are effective, persuasion is definitely a valuable trait that customer service representatives should possess.

As one of the fastest growing call centers in the Philippines, Open Access BPO lives up to its reputation by only hiring competent individuals and training them according to industry benchmarks. Visit our website or join us on Google+ to partner with us.
 
 

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO5 days ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO5 days ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO2 weeks ago
Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
----------
Give your consumers high quality multilingual #CustomerService 24/7: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenterOutsourcing
Open Access BPO
Open Access BPO2 weeks ago
Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/3DktOSk

----------
Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerCare #CallCenterOutsourcing
Open Access BPO