Who’s a better call center agent: An introvert or an extrovert?

Faith Ocampo Published on May 25, 2016

smiling-filipina-call-center-agent

Introverted and extroverted call center agents have a unique set of strengths and weaknesses when it comes to delivering customer service.

It’s no surprise that contact center managers would usually hire agents based on their personalities. Extroverted applicants, who are generally seen as outgoing and at ease in groups, are usually favored over introverted ones, who may appear shy and quiet. But is the former really better than the latter when it comes to customer support?

close-up-shy-woman-green-eyes

According to Carl Jung, the psychologist who first studied these two personality types, there’s no such thing as a pure extrovert or a pure introvert. Meaning, each of us is partly extroverted and partly introverted, but we exhibit tendencies that lean toward one of the two. These are traits that can be readily observed as we interact with other people. These are also the same traits that recruiters watch out for.

In fact, having applicants take personality tests is one of the most popular recruitment strategies. It’s a way to assess whether someone’s attitudes are fit for the job. However, although this pre-employment screening method has its uses, you should not fully rely on it. Both personality types have unique characteristics that make them great call center agents. Here’s a breakdown of some of their major strengths and weaknesses.

Extroverts as customer support reps

One of the main things that make extroverts a great fit for customer service jobs is that they automatically gravitate toward other people. Their motivations are oriented outwards, so they thrive in social interactions. This makes them comfortable, almost at-home, around other people. They can easily express their ideas and feelings, so talking to them can be very stimulating.

confident-man-smiling

All these characteristics make them effective agents, especially as the job is primarily about communicating with customers. Because extroverts relate well to other people, they can effortlessly project a warm and agreeable vibe. Delivering personalized and friendly customer service, therefore, is their strongest suit.

Within the organization, extroverts also have a natural flair for working in teams. During meetings, they actively contribute their ideas and are able to assert their opinions confidently. Because of this, they’re usually handpicked for leadership positions.

However, the spontaneity of extroverts may sometimes make them poor decision makers. Although they think fast, they may fail to think things through. This is something that must be addressed as part of your contact center training.

How about introverts?

Introverted call center agents are not bad at their tasks as well. As opposed to extroverts, the introvert’s energy is stimulated by their own thoughts. So while they prefer to be alone to refresh their minds, the ability to logically organize ideas makes them efficient problem solvers. A 2012 study found that introverts are more adept at abstract thinking and decision making compared with extroverts. This may be their greatest strength when it comes to customer support.

But what about their verbal communication skills?

Introverts may not sound as energetic as extroverts on the phone, but they’re great listeners. This allows them to empathize with frustrated customers who may be encountering complex issues.

When it comes to working in a team, which is unavoidable in a contact center, the introvert may prefer to take tasks that they can do alone. In meetings, they may not speak up at first because they need time to think and form ideas. When they do pitch in, however, they’re likely to come up with novel and out-of-the-box solutions to problems. This is a result of reflexive thinking and the ability to synthesize abstract thoughts thoroughly.

Who should you hire?

human-resources-manager-shaking-hands-with-job-applicants

Actually, it’s not a question of who you should hire, as both personality types have their own strengths and weaknesses. Aside from recruitment concerns, your call center also needs to tweak its management style to cater to the needs and motivations of all employees. For instance, if your introverted agent sounds too shy when talking on the phone, you may assign them in the non-voice customer support department instead.

If your extroverted employee, on the other hand, talks too much and listens too little, see to it that they’re properly coached. These management techniques will allow individual agents to fully utilize their expertise, resulting in higher productivity for your call center.

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 9 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/Zf9nscz

——————————
Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/TVHntWT

#WeSpeakYourLanugage
#PhilippineCallCenters #DisasterPreparedness
#BusinessResilience #RiskManagement
#CrisisManagement #EmployeeSafety
Open Access BPO 12 days ago
Promoting #CallCenter agents to leadership roles is crucial for both talent development and ensuring a consistent #CustomerExperience.

Structured training programs are the bedrock for building the skills that enable these new leaders to effectively oversee their teams.

Let's discuss how to infuse these key points into a future leader's workplace persona: https://buff.ly/uD7ouM6

——————————
Partner with an #outsourcing firm that finds a way to leverage accents and multilingualism to deliver excellent #CX.

Outsource your business needs to Open Access BPO's expert team, supporting over 30 languages.

Contact us today.
Let's start planning your ops: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
Open Access BPO 13 days ago
Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

A positive work environment leads to more engaged employees, which in turn improves #CustomerService and retention.

A highly engaged and motivated workforce is essential for providing excellent #CustomerService and retaining top talent.

Check out these 5 tips to boost #EmployeeEngagement and productivity in #ContactCenters: https://buff.ly/ba5Mx36

——————————
See how Open Access BPO's dedication to employee training, engagement, and a diverse culture helps us deliver a superior #CustomerExperience: https://buff.ly/uTdQH3D

#WeSpeakYourLanguage
#CSat #CustomerSupport #CX
#CustomerSatisfaction #CSat
#EmployeeManagement
Open Access BPO 14 days ago
Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

The multilingual call center's initiative focuses on holistic wellness practices that are perfectly suited for the #BPO environment, including physical fitness, nutrition, and stress management.

See how we're revolutionizing employee wellness: https://buff.ly/dXBijx5

——————————
The success of our team is our top priority, and that dedication is reflected in the results we deliver for our clients.
We believe that a happy and healthy workforce is the best foundation for a successful partnership.

Looking for an outsourcing partner that's invested in both its people and your brand? Let's talk: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork #EmployeeEngagement
Open Access BPO 16 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

#WeSpeakYourLanguage
#OneForHealth #WorkLifeBalance
#MentalHealthMatters #IdeaHubOABPO
#EmployeeWellness #WellbeingAtWork
Open Access BPO 16 days ago
Excellent #CustomerService is built on #EmployeeSatisfaction.

And to improve the #CallCenter agent experience, you must give your #CX reps a reason to be proud—
• of their work, and
• of the company that trusts them to do it.

𝗦𝗶𝗺𝗽𝗹𝘆 𝗽𝘂𝘁, 𝗶𝘁'𝘀 𝗮𝗹𝗹 𝗮𝗯𝗼𝘂𝘁 𝘁𝗮𝗸𝗶𝗻𝗴 𝗰𝗮𝗿𝗲 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀.
Here are some reasons why you should improve the #EmployeeExperience:
https://buff.ly/GVukltY

——————————
Great #CustomerSupport starts with a great team.
Learn how our services can help you create an exceptional agent experience, and in turn, a better experience for your customers.

Get access to empowered customer service experts to frontline your programs: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#CustomerExperience #CallCenterAgent
#CallCenterAgentExperience #AgentSatisfaction
#EmployeeManagement #EmployeeEngagement