Hiring the Best Call Centre Agents

A call centre is only as good as its agents. While you can train the people to understand your processes and procedures, certain traits must be evident to ensure you are hiring only the best agents. To provide the best call centre services in Calgary, you should look for specific characteristics in the people you hire.

The Ability to Communicate

While many jobs require a person to have good communication skills, none require it as much as a call centre or customer service department. Specific communication skills are required to make a person successful in this role. They must be able to provide accurate information in a way that the customer understands. This often involves being able to take technical language and transform it into layman’s terms.

A call centre agent is one who can make others understand what he or she is saying. They can get their point across or provide information in an efficient manner. They are also able to handle customer complaints using the right words to help the person feel heard and understood.

Attention to Detail

A call centre agent must be able to understand the problem or complaint that the customer has and work to resolve it. Sometimes this involves looking at an account and seeing where a mistake was made. It may involve reviewing the information with the customer and helping them find where they are wrong.

Many times, the problem is not an obvious one or easy to solve. An agent must be able to look at the entire picture and discover where the issue lies. In a role that involves reviewing the same situations over and over, it can become monotonous, but a quality agent will be able to treat each case as new.

Organized

Multiple calls come into a call centre in Calgary every day. Agents must remain organized and be able to switch from one screen or database to another effortlessly. They often have to handle more than one task and take notes to ensure that all issues are recorded accurately.

When a person is organized, they can resolve the customer’s issue faster and move on to the next person. At the same time, they will provide real resolution and record the details to ensure the problem doesn’t occur again or that other team members know what is going on.

Flexibility

While you may have standard practices, there are times when a call centre agent must be flexible and offer a creative solution. For instance, they may need to bend the rules or offer a special incentive to make the customer happy. An experienced agent will know when this is acceptable and when they need to get supervisor approval.

Finding the best call centre agents isn’t always easy. When you hire a company that provides call centre services in Calgary, you can rely on them to ensure their agents have all of these important qualities. The best agents will enhance your brand’s reputation and ensure customer loyalty even when problems arise.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. http://www.wean-ser.com/calgary-call-centre-services/