Hiring an agent for the call center is one of the
daunting tasks. Therefore, you should be extra cautious as the agents are the
assets of the call centers. At the time of the hiring process, there are some
set of skills which you need to scrutinize before hiring an agent for your
firm. The gradual increase of the productivity of the employees should be your
sole criteria when it comes to run a successful call center.
The
essential skills to get the right candidate for the call center
·
Adaptability
and memory
As per Creaghan Harry, the adaptability is one of the exemplary skills of an
agent. In addition to that, the agents should have an elephant’s memory to
learn and memories the information of the company, products and the services of
the company. Therefore, the continuous training can help the agents to work on
the different processes very effective ways.
However, it will always be the best idea to hire a
person who already has a brief experience on the services and the techniques of
managing the calls. Therefore, when you are going to interview a candidate for
the vacant post, you should first observe how good listener the candidate is.
·
Clear
voice
The most important thing for an agent is the clear
and a good voice. The physical presentation is not the factor for an
agent. Therefore, before hiring the call
center agents, you need to check whether the candidate has a good voice along
with proper pronunciation, diction and the candidate should hold a right amount
of strength in the language. All those things are necessary skills of a
candidate. The candidates should have a presentable voice as they need to
communicate with the clients. Therefore, according to Creaghan Harry, before hiring a call center agents, check whether their voice
is appropriate for your firm or not.
·
Confidence
The confidence is the main skills of a call center
agent; therefore, you need to check the body language of the candidates. The
natural confidence will be shown at the first interview of the agents. The
fresher may take the time to build the confidence. However, the experienced
candidate can take the calls more efficiently. However, as an interviewer, you
need to create a nerve-racking situation to evaluate whether the agents should
crack the examination or not.
·
Empathy
Empathy is one of the things which you need to check
before finalizing the candidates. If a candidate is a good listen, then you may
be able to trust the candidate as they can be one of the people who can solve
the client’s problem with a pinch of empathy.
On a final note, the
candidate should also have the focus and dedication to work in a competitive
ground. In addition to that, to maintain a good call center, the agents should
work as the team to excel in the outsourcing market. Last but not the list, the
agents should listen to the customer's issues carefully and should make a
proper solution for the problems the clients have faced. Learn More:
https://www.linkedin.com/in/creaghanharry
https://kinja.com/creaghanharry
https://facebook.com/creaghanharryfl/
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