Excelling As A Call-center Employee

In the last decade, e-commerce has exploded

In the last decade, e-commerce has exploded. More and more, customers and clients are buying their products and hiring services online rather than venturing out to stores for face-to-face purchases at a store. Going hand-in-hand with this paradigm shift in customer habits is a newer dependence on call-centers to provide top notch customer service to the business clients and consumers. Nothing can cripple a business and their reputation more than a customers negative experience with a customer call-center representative. That is why call-center employee should have all of the following qualities:

CommunicationCall-center employees must be able to communicate proficiently. It may seem a clich, but communication is a two-way street. They must not only be able to speak clearly, but they must also be excellent at listening. Many customers, particularly if calling for technical support or with a complaint, will be frustrated or upset. As such, their comments or explanations of the problem may not be the clearest at first. A good call-center employee should be able to listen carefully and discern what the customer is expressing and then clearly state a possible solution or alternative. Also, keep in mind that formal, clear English is a must in this communication process, but that a call-center employee will be even more valuable to the corporation if he or she is fluent in multiple languages, especially Spanish or Asian languages.

Critical Thinking/Problem Solving SkillsAs stated above, many customers call in with complaints or because they are frustrated and need assistance with a product. As such, it is the job of the call center employee to listen objectively to the facts of a frustrated, sometimes belligerent individual, and propose a solution to their problem. They must do this without taking any of the potentially short-tempered customers to heart. Do not kid yourselfthis job takes a thick skin and quick wits.

Computer SkillsEven if the products being sold or serviced are not computer or technical in nature, operators still need to know their way around a keyboard and computer so that they can properly enter data from calls, search for potential solutions to problems, and communicate with managers and other operators.

Caring AttitudeNothing can drive away customers quicker than the feeling that the operator on the other end of the phone just doesnt care. If they feel as if the person is just an automaton acting like the computerized voices then they will become even more frustrated and lose faith in the company and corporate brand. As such, a call center operator has to be caring. They must act as if the customer and their problem is the most important thing in the world at that moment.

Employees who are able to show all of these qualities and characteristics can look forward to a successful career in the call center field. Highlighting these qualities on your resume and in interviews will be a great way to draw the interest of call center managers and human resource operators.

by: Neal Lacy

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