Premier call centers use the best technology, have excellent training and quality assurance programs, and are quick to adopt new customer communication channels such as social media. However, at the end of the day, the biggest asset in any call center is its agents. They know more about what goes on within an organization than most, and they have their finger on the pulse of the customer. Reviewing metrics will not give you the same detailed information you can garner from simply asking your high-caliber agents their opinions.
Let’s begin with an overview of a high-caliber agent. In addition to being highly educated, these agents have top tier skill sets that align with outstanding customer support. These include:
- Instinctively understanding challenges.
- Naturally embracing customer emotions.
- Intuitively troubleshooting and resolving issues.
These agents have drivers that, when met, give an organization never-before-seen opportunities for excellent customer experiences. The high-caliber agent is attracted to work environments that provide flexibility, challenge and support. By meeting these drivers, an organization attracts an agent community that consistently provides superior customer interactions while effectively communicating important information to internal departments regarding customer beliefs and actions.
As the front-line, call center agents must utilize every skill in their arsenal to ensure great customer service, while also meeting metrics devised to determine the efficiency of the center. Particularly in the outsourcing environment, having agents that are keyed into the nuances of excellent customer service provides an experience that cannot be duplicated by any technology.
Our organization has thousands of high-caliber agents who consistently provide outstanding customer service in a myriad of industries. To learn from them, we surveyed our agents to see what they felt were the most important skills required to provide excellence in customer service.
Outlining the results provides a guided tour into the actions high-caliber agents will take to ensure customers are satisfied. In the coming weeks, I’ll delve deeper into each of the top skills and traits Working Solutions (and our high-caliber agents) know are important to provide excellent customer service, along with tips for best practices. Additionally, these agents share actual outcomes and insights from their own experiences.