9 Core Competencies Of Top Ranking Call Centers Agents

 Nowadays, top-ranking call centers are always well-equipped and latest call center software solutions. However, they must also pay attention to hiring the agents for their call centers. They seek for few core competencies while interviewing them. It will ensure that they would provide excellent customer service. 

Here is a list of core competencies of top ranking call center agents.

•    Communication Skill

It is very essential for a person to talk with others without affecting the personal feelings during a conversation. An agent attends many calls in a single day. Thus, verbal and non-verbal communication skills must be very effective. They should manage right choice of words and good audible voice tone during the conversation.

•    Calm in any situation

A top-ranking call center agent is not easily confused. A successful agent must remain calm even when somebody is shouting at them over the phone. In such times, unless a call center agent has a mature and calm demeanor, even handy tools like the best call center software will not help much. Thus, it is very important to understand their ability to handle stress and high-pressure situations during the recruitment process. 

•    Understanding the larger processes 

Many successful call centers have a team of agents who understand the entire process, which takes place in office. They know the importance of over-arching elements like customer relationships for the company, using tools such as the contact center software solutions and work-flow dynamics (etc.)

•    Flexibility

In a busy call center, the agents manage several calls in a single day as well as they talk with people with challenging personalities. In order to ensure your agents are able to manage such work-pressure not only must you use efficient tools such as the best call center software but also ensure that your agents are capable enough to be flexible to suit the diverse customer base requirements, you need to hire those people who may go with the flow.

The agents should easily manage an angry customer as well as a chatty customer. Moreover, you may have few of the call center agents’ work challenging hours such as weekends, nights and holidays. So, you should always remember it when hiring new agents.

•    Confident competency

Top ranking call centers should analyze this competency during the screening of applicants. Sometimes, while talking to a call center agent, customers can be abusive or rude. In this case, the confidence of agent becomes very handy. With this skill, he may handle the circumstance very well without getting annoyed as well as ensure customer satisfaction.

•    Comfortable using technology 

Today’s call-centers are complex and large organizations that use modern technology including cloud customer service software to create efficient and disciplined work processes and environments. Agents must be comfortable in using technology in proving good services to their customers. The call center management must also ensure constant training and refresher courses for their staff and agents in such areas.

•    A good listener

In a service industry, the agents must be great listeners as it is essential to pay proper attention to each word of the caller or customer so that quality service can be provided accordingly. The agent must understand how to make ideal responses while listening. Moreover, all modern outbound call center software today provide facilities like call recording that agents can listen to before making follow-up calls. This helps the agent to deal with the customer in accordance with their history.

•    Goal-oriented

Agent must be goal-oriented, whether he is utilizing a cloud contact center software or the full operation is done without the software. With the management, he will be able to reach the targets given to them. If an agent is goal-oriented, then he can focus on his work and increase productivity at the end of the day.

•    Friendly

Call center agents must be able to manage a positive behavior and keep a sweet smile on their face throughout the day.

In addition to giving your agents the best infrastructure, working environments and tools like the best telemarketing software, the above-mentioned core competencies of top ranking agents in call centers are also extremely important for efficient execution of tasks and responsibilities.