Customers do not want to repeat their problems every time they call. They are looking for timely solutions and re-explaining will cost valuable time and doesn't help to progress towards a resolution. A good agent will be able to interpret a customer problem and understand the first time they hear it.
An interesting characteristic for an agent is that their day to day responsibility may sometimes be unpredictable. A customer roadblock may come about with no warning, therefore an agent will need to be flexible and adapt to these unexpected situations. This means that they need to be able to spring into action, on a moment's notice.
When providing a customer with an answer, giving them a "nearly" right answer just doesn't cut it. Every customer has specific needs and will not overlook small details if they are overlooked. It is important that the agent pays close attention to the customers needs and does everything they can to satisfy every one. By doing this it demonstrates you are going above and beyond for the customer, in turn improving customer satisfaction.
Sometimes whilst on the phone the solution to the customers problem is not that clear or achievable, especially if the customer has an idea of a solution which does not comply to the companies rules/regulations. Whilst it may not be the agents fault, they will need to come up with an alternative solution. This is where agents need to be creative by offering and suggesting different ideas that will both benefit the company and the customer. A creative agent will be able to use the resources set out for them to fulfill the customers needs in an unanticipated way.
As mentioned before, not all calls will be resolved within the first call therefore follow ups can create challenges for agents to manage their cases efficiently and be able to provide updates or catch ups in a timely manner. Being organised will enable the agent to manage ongoing contact and their daily responsibilities or tasks.
Working in a call centre can be very demanding, but what job does not get like that sometimes? It can also be very rewarding, especially when you know you have done the best for the customer.
A call centre enables agents to learn about almost something new every day, and gain new skills whether that be life or business, this is because you are being faced with different obstacles and challenges all the time. Most days the job is fast paced, which means there are calls waiting to be answered in a timely manner, whilst you wrap up the previous call.
You gain transferable skills.
You learn excellent communication skills
Upbeat, social atmosphere
Always positions to move into
May be faced with challenging customers/calls
Calls can be demanding
Possibility of long term health issues, such as back problems if guidance is not taken onboard.
As with any job, a call centre will have its ups and downs. However ensuring you have the correct skills and understand the responsibilities of the roles you are taking on but also view your role as an essential part of the customer experience, you will enjoy the role to its fullest.
Before an agent is let out into the big world of calls, they are put through rigorous training. These training programs and areas are divided into different phases and help agents achieve expertise in all aspects of customer handling. The training will also provide the agent with confidence to take on any call, especially if they are not a call centre veteran. Training is needed as talking to customers may seem simple to some, however it can become strained or difficult especially when a customer is furious or disappointed with the service. Learning all the processes can be a strenuous task as there will be so many systems and processes to learn, but it sets out the core details that will get you through the calls.