Creaghan Harry - What Qualities Are Required To Become A Successful Call Center Agent?

Hiring a call center agent is similar to that of getting call center software. The hiring should be based on various factors. Some of them are personality, skills of the individual, motivation, qualification of the person. To become a successful agent, you should know about the prerequisites properly. Read on to know more about the qualities of a successful call center agent.

Knowledge retention capacity

The call center agent should be able to provide top-notch to customers. To do this, the agent should know well about the information. The agent should be able to answer any questions asked by the customers about the company. Also, the agent should know about the details of the service or products that the company caters to. If the agent is not able to solve any problem, the agent should know the person to whom they have to forward the problem. By this, the agent will help the customer to get the problem solved at the earliest. According to the words of Creaghan Harry, it is the duty of call center agent to guide customers in the right path and help them get their problems solved at the earliest. 

Give attention to details

Chances are high that the agent can receive the same question and have to provide the same answer more than just once. The agent should be responsible enough to follow up. The agent should contact the customer and try to know whether the problem has been solved or not. Since paying attention is an important quality, when hiring, the resume should be checked properly. If any mistakes are found in the resume of the agent, it is better not to hire them. Person who has more attention to the details are preferable.

Flexibility of the agent

A call center agent handles plenty of calls during busy working hours. In addition, they also have to handle several challenging responsibilities. When hiring the agents, make sure that they are able to meet the needs of customers. Also, the agents should maintain consistent positive behavior to help customers. Therefore, when hiring it is important to know how much tolerance the agent has. Flexibility is the key when it comes to handling several customers for a day.

Friendly behavior of agent

Agents work as the frontline of any company. Therefore, the agent should have a friendly image so that the customers can easily approach them. Even if the agent has to work for challenging hours like during weekends or for extra hours, the agent should have the patience to deal with customers. However, according to the opinion of Creaghan Harry, the friendly nature of call center agents will help customers to easily approach the call center agents and get their problems solved easily.

Ability to communicate easily

 Communication skills play an important role as the call center agent has to communicate with the customers. The ability of effective communication involves listening to the queries of the customers and providing them with the required solution. The agent should use basic language and vocabulary to answer queries of call center agents.