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 3 days ago
#SocialEngineering is a manipulative technique that uses psychological tactics to deceive individuals into revealing confidential information or taking actions they wouldn't typically do.

And #CallCenter agents are among the favorite social engineering targets.

Here are potential #SocialEngineering techniques that could leave you a sitting duck for cross-channel fraud: https://buff.ly/45XxFjJ

----------
Learn about our rigorous #DataProtection policies and #DataSecurity compliance:
https://buff.ly/44ZrTN9

Partner with a #CallCenter with secure solutions to keep you and your customers' data safe: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 3 days ago
Promote cultural competence in your multilingual team by injecting culture education in your workplace's communication approach, team building, time management, and holiday observance.

But why should you even do this? Here's why: https://buff.ly/3LwSOJl

----------
For your global customers, only trust in a multilingual industry expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusion #CulturalDiversity
#CX #EmployeeManagement #DiversityManagement
Open Access BPO 4 days ago
It's clear that #ecommerce fraud is a growing concern, and the fact that many companies are at a loss at #fraud prevention is making this problem even worse.
What makes fraud detection and management difficult?

To deal with this, outsourcing companies also offer content-focused fraud protection services.

Read more: https://www.openaccessbpo.com/blog/growing-fraud-problem-plaguing-ecommerce/

----------
For secure outsourcing solutions that protect your data: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 4 days ago
𝗧𝗵𝗲 𝗖𝗔𝗟𝗠 𝗔𝗡𝗗 𝗖𝗢𝗟𝗟𝗘𝗖𝗧𝗘𝗗 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥

Engagements with the Calm and Collected Customer may seem smooth, but they tend to keep their emotions in check.

As a result, it may be challenging to gauge their level of satisfaction or sense or if there are any underlying frustrations.

They may not readily express their concerns or needs, so actively engage in proactive questioning and attentive listening.

Ask open-ended questions to encourage them to share more about their needs and concerns.

Use their input to provide a personalized customer experience that aligns with their goals
Show that you understand their situation and are there to support them. Reassure them they’re in good hands with your brand.

.
.
.
.
.
Read more:
4 𝑪𝒐𝒎𝒎𝒖𝒏𝒊𝒄𝒂𝒕𝒊𝒐𝒏 𝑺𝒕𝒚𝒍𝒆𝒔 𝑻𝒚𝒑𝒊𝒄𝒂𝒍 𝑨𝒎𝒐𝒏𝒈 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔
https://buff.ly/46mG93t

---------
Open Access BPO knows your customers and we understand their needs.
For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CSat
#CustomerSatisfaction #CX
Open Access BPO 4 days ago
𝗘𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗶𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Brands must ensure their #CustomerSupport agents are elevating #CustomerSupport.

Here are 4 of the critical areas your #QA must focus on when evaluating your #CallCenter partner's performance:
https://buff.ly/3Znm7E1

—————
Ensure #CSAT with every customer interaction. Upgrade your #CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO 6 days ago
Companies can survive from an onslaught of business disasters, but once employees quit in droves, it can be difficult to recover.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘁𝗵𝗲 𝘁𝗼𝗽 𝟱 𝗶𝘀𝘀𝘂𝗲𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝗳𝗼𝗿𝗰𝗲 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝗮𝗴𝗲𝗻𝘁𝘀 𝘁𝗼 𝗾𝘂𝗶𝘁 𝗳𝗼𝗿 𝗴𝗼𝗼𝗱: https://buff.ly/3RsiACi

----------
For flexible #outsourcing solutions to match your operational goals, schedules, and budgets: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO