In a lot of call centers, we find that the level of service varies! Although the Call Centers may have the same number of employees, the same equipment, and tools, in the end, we find that the difference between quality level and customer satisfaction ratio is noticeable, but what is the secret behind the differences in those ratios?
If we analyze and scrutinize, we will find that no matter how much a company develops its devices and equipment, and updates its systems, it will not be useful if the employees are not well experienced! yes, he is a customer service officer or calls center employee who must have a range of functional characteristics and skills that qualify him to do his job to the fullest.
In that article we will show you 10 of the most important skills and specifications that must be available at any Call Center employee for the success of any company, a set of characteristics or specifications that create a better customer experience, the most important of which are:
- Good communication
- Patience and calm
- Problem solving
- Intelligence and speed of intuition
- Tact and urbanization
- Working with a team
- Learning from mistakes
- Working under pressure
- Speed and flexibility
- Love of learning
First, the skill of proper communication:
One of the most important skills that an employee must have is to communicate properly with others, not others here intended only by customers! Even with the rest of the team, with its managers and others, whether from higher or lower career grades, each Call Center employee should be aware of the different methods of dealing and different ways of speaking, how to manage the dialogue properly, and must be familiar with the culture of talking to others to be able to speak in different situations.
Secondly, the skill of patience and calm:
One of the biggest problems we see in call centers is that most employees get bickered over angry customer calls, which can put an employee in a difficult position to control with an aggressive customer or the like, here we can imagine more than one scenario of what might happen on the call.
If a customer had a problem several times, which angered him, he called customer service to be answered by a customer service representative, and here the customer burst into anger, how would the employee respond?
- Employee 1: He may not have his nerves with the client, and it may come to a big quarrel that leads to the loss of the client.
- Employee 2: He may calm his nerves quickly, then do a good talk with the client and calm him down and reduce his anger, and in the end, he will be able to solve his problem easily.
Therefore, the skill of patience and calm, which is a prerequisite and must be available to any employee in general, helps him solve problems and reduce the anger of customers and relieve them, no matter what happens from the customer cannot make the employee feel angry, but must maintain his calmness and patience throughout the call, and even calm the client as well.
Third, problem solving skill:
One of the most important skills to be provided by customer service staff is the ability to solve problems quickly and easily, and not to prolong their solution, solving problems is not a common skill, it needs intelligence, speed of thought, and the ability to absorb the problem quickly.
Fourth, the skill of intelligence and the speed of intuition:
These are the skills that we will find a great impact on a lot of things, such as problem-solving it requires intelligence and speed intuition so that the employee can understand the cause of the problem quickly, and smart thinking in realistic and practical answers that can be applied on the ground, in addition to learning it needs intelligence, especially since that field requires continuous and periodic learning, and dealing with customers and the team requires social intelligence.
Fifth, the skill of tact and urbanization:
Before you talk to the client, you must know how to talk to the client. The language of the call center is not simple or common, but needs a degree of culture and tact, to make the client feel that whoever talks to him of the same level, the employee must select his words accurately and choose what suits the situation. Each word may mean more than a meaning that should not be used, there is no room for reflection and interpretation, but the client wants simple and appropriate language to help him understand the cause of his problem and the solutions that can be used.
Sixth, the skill of working with a team:
One of the most important specifications that all Call Center employees should enjoy is the skill of working in a team, the call is not only made through one person who receives calls, but passes the call to many people, and the employee may need to consult from his colleague or their direct manager, and here the employees must be sufficiently cooperative and love to help, and they must work to educate each other all-new, in order to work well and smoothly.
Seventh, the skill of learning from mistakes:
Everyone makes a mistake and this is possible and happens to all employees, but more importantly, is learning from the mistake, you have to learn from your mistakes, recognize them, evaluate and improve those mistakes so that you do not fall into them in the future, no matter how technical, the personal or linguistic error you can easily correct, and you can even gain experience from that mistake, we only make mistakes to learn, especially in that area you have to follow your mistakes, ask to listen to your calls to see where the weaknesses and strengths are, and what are Your problems and mistakes to fix.
Eighth skill working under pressure:
This was one of the most important skills that entrepreneurs in the whole world always talk, the function of call center is one of the most difficult jobs especially in terms of pressure, whether call pressure, psychological and nervous pressure, it is a position that requires you to work hard and hold together control nerves, and most importantly all is to maintain calm.
Ninth speed and flexibility skill:
You need to know if you want to be a successful customer service officer, you have to keep your speed, be flexible whether in solving problems or dealing in different situations, each call is equal to a situation, and each situation is equal to a problem or customer query, and in any case, the calls are not much the same, you may be surprised by a completely new problem on you, and here the factor of the speed of thinking, flexibility in dealing and solving the problem appears.
Tenth and finally the skill of the love of learning:
If we talk about any field in general, there is no successful employee if he does not like to learn and develop himself in his field of work and the areas approached or overlapping with his field, one of the most important skills of customer service employees or call center employees is their love of learning, they learn different skills every day, new information, learn how to deal with modern and different systems, develop their social intelligence and dialogue language, all so that they can work better and complete the work excellently.