#Callcenter assistant professional

If you (or another manager) offer advice after a call, or do a more extensive performance review, theВ rep must be able to take on your feedback in orderВ to improve the quality of the results theyвЂ™re getting.

#Callcenter assistant professional

7.В Being receptive to feedbackД®veryone makes mistakes, or hasВ at least a little room for improvement in their professional abilities. Excessive вЂњumm-ingвЂќ and вЂњahh-ingвЂќ is never a good look (or sound). But ideally, you want agents to have the ability to deal with tough questions or objections, as opposed to just reading information off to the customer. Providing some sort of guidance to your reps isВ generally a good idea. ThatвЂ™s why we developed dynamic CallGuidesВ®В here at contactSPACE.

But doing this often results in really robotic-sounding sales pitches, which seldom lead to exceptional outcomes. On outbound initiatives, you can script information for an agent to read. If agents donвЂ™t keep these data points organised, things will become very messy, very quickly. In sales, you need to ensure that everyoneвЂ™s on the same page with regards to your lifecycle stages and lead statuses. Therefore, your agents must be aware of the importance of wrapping calls properly, especially if you use a CRM.ДЇor example, if your rep resolves a customer inquiry on the first contact, but forgets to close the ticket,В your reports arenвЂ™t going to reflect the actual outcomes your team achieved. Modern call centres rely on data вЂ“ not just to find people to call, but also as a part of process improvement and lead nurturing. Avoiding any sort of distraction вЂ“ for instance, unnecessary questions/statements.Summarising to ensure a sound understanding.Being open-ended вЂ“ giving the customer the chance to expand.Traditional active listening involves maintaining eye contact and using body language to display openness.В Over the phone,В it means: This is the gateway to empathy really вЂ“ the only way a rep is going to understand a personвЂ™s wants/needs is by being able to extract the relevant information from what they have to say. Grammar and sentence construction (if doing email or live chat).ДЄpart from outbound communication, agents must also have fantastic listening skills.Word choice вЂ“ appropriate for the intended audience, or is it too simplistic/complex?.If aВ person canвЂ™t communicate their message clearly over the phone, theyвЂ™re not really cut out for the job of call centre agent. In inside sales in particular, the amount of multi-tasking is incredible вЂ“ in a given hour an associate might call one person, email three others, do a demonstration, andВ formulate strategy for a presentation with their team. A rep may have to instantly change from making a simple sales call toВ talking to a lead who is calling for the 20th time before buying.Д«eing able to keep the details of all these different cases in-mind at once takes some doing.

In the average contact centre,В an agent might beВ assigned to 30-50 different leads/tickets at any givenВ moment вЂ“ many of them will be on the back-burner for the majority of the time theyвЂ™reВ in progress.Дealing with so many contacts at once requires being able to switch oneвЂ™s attentionВ at the drop of a hat. If an agent can understand the source of a personвЂ™s frustration, theyвЂ™ll be much more likely to resolve the situation calmly, which is what you want as a manager. This skill is also useful in handling customer escalations.

Ultimately, in order to provide a solution to a customer вЂ“ whether this is a new product or a fix forВ somethingВ theyвЂ™ve already purchased вЂ“ the agent has to understand their needs.ДЄs a result, empathy is incredibly important.В Only when your rep puts themselves in the contactвЂ™s shoes can they offer them the solution most likely to satisfy their needs. ItвЂ™s a good idea to keep these skills in mind when hiring new agents and formulating training programs for your staff. Many of these can be trained, but some cannot вЂ“ at least not easily. Here at contactSPACE, weвЂ™ve come up withВ 14 essential skills that every one of your reps should have. What makes a perfect contact centre agent?