It is a common misconception that to be a great call center agent is to speak fluent English. While having a good command of the English language is certainly a huge component in being a good agent, there are other qualities that define agents worthy of representing your company.
Attitude is one. Communication is heavily influenced by attitude. To be able to form an amicable relationship with your clients, call-center reps must have the right attitude for work. Professionalism is the key in achieving a healthy environment in any work place. Likewise, call-center reps should have a deeply rooted understanding of the virtue -especially when dealing with upset customers.
Flexibility in work paves the path for success, while teamwork mobilizes the direction. Teamwork is a vital tool for surviving the call-center industry. To be able to wear multiple hats is a pre-requisite (almost) set in stone in today’s industry, but call-center reps should know that they are not striving towards an individuated goal. In team play, there has to be a collective effort and cooperation to score. Members should look out for each other, and there is definitely no room for dead weight.
Abigail Adams once said “Learning is not attained by chance; it must be sought for with ardor and attended to with diligence”. Agents must have the heart for learning. The industry is absolutely not a stagnant community; growth is fast, and learning is a powerful medium for continuous progress.
To be well versed in the age of computers is an advantage. Having the technical skills and vast knowledge in computers applications would afford the agents efficiency and accuracy. Consider multi-tasking to be an art, work as the canvas, and technical skills as the brush. Especially now that work demand on call-center agents is increasing their responsibilities swiftly, computer literacy proves to be a mighty edge.
Communication is the very life of the industry. An agent must possess strong communication skills. As mentioned before, English proficiency is a huge component in being a good call-center rep, and the skill to exercise it accordingly is just as important. Knowing how to communicate well means being able to form and express ideas constructively, listen comprehensively to what is being said, and act upon in correspondence of the situation.
Together, these qualities empower today’s call-center agents for success.
Want to add more qualities, or discuss the post? Feel free to leave a comment!
