When it comes to customer service, you want the best of the best on your team. Let us show you what makes a top call center agent.

From 15 years of managing and growing call centers, we have had the pleasure of managing truly exceptional customer service reps. These men and women were the top performers in their respective departments, and they had several traits in common. If you are looking to build a world-class customer service team, here are six characteristics you should find in your candidates to create a top call center agent.

Hiring top talent is crucial to keeping your customers happy and ensuring your business’ success.

So be sure you are putting your recruitment process to good use!

Consider these six best practices and see if they are able to help you elevate your customer service game. At the end of the day, providing excellent customer service is what will set your business apart from the competition.

The Six Best Practices Of A Top Call Center Agent

1. Have A Positive Attitude

The top call center agent services are infectious. They come into work with a smile on their face and they radiate positivity.

This attitude is contagious, and it sets the tone for the entire department. When everyone is working with a positive outlook, it makes it much easier to handle difficult customer interactions.

A top call center agent has one thing in common with others: a positive attitude. It is no surprise when you think about it. After all, the job can be pretty tough. You are dealing with upset customers all day, and it can be easy to let that negativity get to you.

what makes a top call center agent and our 5 best practices with iContact BPO

But a top call center agent knows how to keep their cool. They know that every call is an opportunity to turn a negative situation into a positive one. And they go into every call with that goal in mind.

As a result, they can diffuse even the most difficult situations and build strong relationships with clients. That is why a positive attitude is essential for anyone who wants to be a top call center agent.

2. Know How To Diffuse Tense Situations

After years of experience in customer service, we know that a top call center agent knows how to diffuse tense situations no matter how irritated the caller may be.  These agents can remain calm and collected throughout. They know how to perform under pressure and how to find solutions to even the most difficult problems.

Additionally, a top call center agent is also a great multitasker who can handle multiple calls at once without missing a beat.

These agents are also great communicators and know how to listen attentively so they can articulate clearly, both on the phone and in person.

If you require a top call center agent, then contact us for 24/7 support. 

No matter how well you train your agents or how clear your SOPs (standard operating procedures) are, there will always be times when things go off the rails. The best agents can think on their feet and know how to cope with these situations quite efficiently.

A top call center agent will de-escalate even the most challenging customer interactions without missing a beat.

what makes a top call center agent and our 5 best practices with iContact BPO

3. Patient And Empathetic

A top call center agent understands that customers are calling because they need help and are more than happy to provide it. They do not get flustered when customers are angry or upset; instead, they remain calm and collected throughout the entire interaction. More importantly, they treat every customer with empathy and respect, even when that customer is not behaving well.

Being a top call center agent takes more than just being friendly and efficient. The best agents are able to handle difficult customer service inquiries with grace and patience.

They know how to soothe angry customers, and are never ruffled by a challenging call.

A top call center agent communicates fluently and has a knack for quickly building rapport with customers. They are always able to find the right solution to each customer’s problem.

4. Strong Communication Skills

An outstanding customer service rep is an excellent communicator – both verbal and written. They know how to clearly articulate information, and they do so in a way that is easy for customers to understand.

This is especially important when dealing with technical issues or explaining complex information over the phone.

But even more than that, strong communication skills allow agents to build rapport with customers and establish relationships built on trust.

what makes a top call center agent and our 5 best practices with iContact BPO

5. Tech-Savvy

In today’s world, it is essential for a top call center agent to be comfortable using technology, particularly with routing systems (CRMs) and computers.

The best agents are those who can quickly adapt to new technologies and easily learn new systems. After all, an agent who is not comfortable using technology will have a hard time providing quality support to customers who rely on it day in and day out.

This type of skillset also comes in handy when agents utilize creative solutions to solve difficult challenges.

Also, CRM systems contain sensitive customer data, so it is imperative that only those who can be trusted with this type of information have access to it.

A top call center agent understands this fact, which is why you can trust them with this type of responsibility. Only those who will use this information appropriately should be given access.

This will ensure you avoid potential security breaches or misuse of customer data.

Elite Customer Services With iContact BPO

A top call center agent is crucial for providing excellent customer service. By making sure your candidates possess these six qualities, you can assure that you have hired only the best of the best.

To be successful in sales, it is important to have a positive attitude and the ability to diffuse tense situations. You also need strong communication skills, empathy, and patience.

Finally, it is essential to be tech-savvy and up-to-date on the latest digital trends.

If you are looking for more information on how to become a successful call center agent, do not hesitate to contact us today. Our team of specialists would be happy to help you get started on your journey to becoming a top call center agent.

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