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Information on Call Center Agents and Their Qualifications

By Sonia Roody Subscribe to RSS | April 21st 2012 | Views:

Due to the nature of the business, call center agents must possess several skills and competencies to enable them to effectively deal with callers of varying temperaments.

Call centers can handle either inbound or outbound transactions, although many of them handle both. Outbound call centers are often associated with telemarketers who contact customers directly, while inbound call centers handle customer-initiated calls. In any case, clients work with their call center partners to equip agents with the necessary skills and knowledge for providing effective customer service. Meanwhile, agents must also master certain key traits on the job.

For instance, technical support agents must exercise patience and empathy, especially when helping out irate callers who are essentially frustrated about a product or service. Because some technical issues take time to resolve, they are allowed some leeway in terms of call handling time but must satisfactorily resolve customer issues within the shortest time possible.

Not all call center agents possess the same level of competency; some agents have more experience in certain industries, making them qualified to become subject matter experts. Yet since call centers provide training to their newbie agents, it is up to every individual to absorb all the information they are presented with. At the same time, they have to develop mental stamina, empathy, and emotional maturity to handle the rigors of the job.

Some call center agents succeed in certain call center accounts better than others because of temperament or personality. For instance, people with generally outgoing and persuasive natures have the potential to do well in outbound sales accounts. However, there is no specific personality type that is considered better for the job as it can also depend on a client’s specifications.

Above all, it is motivation that helps one to succeed. Many are able to cope with everyday stress and seem unaffected by maintaining a healthy sense of humor and camaraderie in the workplace. In addition, call center agents who outperform the rest are driven by their genuine interest in providing excellent customer service to both internal and external clients.

It is clear that call center agents play an important role in facilitating relationships between clients and their customers. For this reason, they must meet the minimum skills and competencies described above to perform their jobs well. You can visit see for more information.

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