Call centre employees are generally comprised of enthusiastic individuals who are driven to close sales and create memorable customer experiences. Phone agents are especially mindful of the importance of developing strong relationships with their customers, knowing that repeat business is a huge part of what makes them successful. But, needless to say, not all call centre reps are created equal.
There’s something to be said about the individual who is able to foster and develop strong relationships with customers over the phone. It’s a special skill. After all, when you’ve never met a person face-to-face, but can say that you’ve developed a strong rapport with that individual, you’ve demonstrated a fascinating talent. There are, of course, a number of talents you’re looking for in an individual that you plan on hiring to be part of your call centre.
Do your job applicants have what you’re looking for? What are the most important aspects of a candidate for your call centre?
Look for excellent communicators.
This should probably go without saying. But hiring managers in call centres should pay extra special attention to the ways in which their job applicants speak – both over the phone and during face-to-face interviews. How do they articulate themselves? How pleasant are their tones of voice? Good communicators aren’t just good speakers, they’re great listeners as well.
On BlueOcean.ca, Cathy Biddulph highlights the importance of listening skills in a call centre agent. “Although good listeners can be difficult to find, hiring an agent with excellent listening skills nearly guarantees their success in the voice channel,” she insists, “So don’t ignore the importance of the Auditory element in off-phone channels such as email, chat, or social media.”
Look for people who are detail-oriented.
As you’re well aware, a call centre agent will be on hundreds of phone calls on a daily basis. Being able to keep track of the various leads and differentiating them between potential customers and completely disinterested parties will be helpful in boosting sales and providing overall customer satisfaction.
Paying attention to detail is key in a call centre. And, as Chris Fields points out on SmartRecruiters.com, a phone agent who lacks attention to detail can cause a company a lot of problems. “Most jobs require attention to detail but in the call centre it’s amplified because one wrong, misused or missing word or step could cause a different problem,” he explains, “Poor documentation could lead to duplicate work, and future training process tougher.”
Look for tech-savvy workers.
It’s 2017. It shouldn’t be too hard to find job applicants who are up on the latest technologies. This isn’t to say that you need computer wizards to run your phone lines. However, it would certainly be helpful to your organization to find candidates that are logical and able to process information using your computer software.
“Digital people are systematic and work well with a laid-out process,” says Biddulph, “These digitally-driven agents enjoy solving problems and are primed for navigating complex processes.”
At SIClytics, we know the importance of having talented call centre agents to help make your business successful. We’re also very proud of the fact that our fortune 500 features and functions such as our Call Tracking and Live Call Monitoring services help to make call centres all over Canada a lot more successful.