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When eyeing a coveted job post, it helps to know what exactly the best BPO companies look for during call center hiring. It’s not just about having substantial work experience and a stellar resume. It’s also about having certain qualities that come in handy in a the fast-paced and high-volume environment.
These are the type of reps employers look for during BPO hiring:
Agents shouldn’t just be warm and friendly, they should also be assertive.They should be able to guide the customer through the call and offer a resolution.They should be able to steer the conversation in such a way that is productive without seeming rushed. In other words, they need to know how to lead the call and produce the desired outcome no matter how irate and hostile the customer gets.
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Customer reps follows a call center script and the company provides them with all the tools needed to find the right answers to every possible question a caller might ask. But this can only go so far. Agents should be able to take prescribed talking points and adapt them to unique and unexpected situations.
The best agents remain unflappable despite having to deal with hostile calls, complex problems, and high call volume. More importantly, they should be able to take the pressures of the job without cracking. The main reason why call centers suffer from a high attrition rate is agent burnout, and so employers are looking for applicants who are emotionally stable, and who have good stress management skills.
Customer service isn’t just about providing solutions. It’s also about empathizing with customers and letting them know that their issues with the product or service are valid. Agents should be active listeners who can perceive callers’ emotions just by the changes in their tone. They should also be able to establish rapport and make customers feel as if someone is truly paying attention to them.
Aside from handling calls, agents are required to update CRM records, take notes, and fulfill post-call duties. They need to be organized in order to single-handedly undertake these tasks with speed and accuracy. They should be able to multitask without compromising service quality.
A good agent can learn the ropes fairly quickly. This means being able to absorb and retain important information, and to execute tasks with little to no help from a supervisor. They should also be quick to pick up on the ins and outs of the product or service, and they must be able to get a grasp of your brand philosophy from the get-go.
No man is an island, and the same is true for agents. They should be team players who are willing to assist their colleagues and work towards collective goals and targets. They should have something to contribute to the organization as a whole instead of working in isolation at their cubicles.
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