We are living in a digital era. Technology is evolving at a rapid pace, enabling instantaneous communication. We are all unified on a single platform being only one click away from each other. We now have the automation where dull and tiring processes used to be. Inventions are helping us complete tasks faster. Also, communication is being more relaxed than ever. And how this implicating to call center business?
Contact Centers are rapidly exploring new technologies to provide a better and faster connection with a market. They put in place various solutions just to provide exceptional customer care. But technology features are just add ons. The essence of the actual customer experience is – call center agents. So, what are the characteristics of one real call center agent that provides customer care?
The contact center agent’s job is not the easiest one in the world. It requires a lot of “putting yourself in another person’s shoes” and understanding how they feel. There are always the same things to keep in mind – why has this customer called and what is his actual need? A call center agent does the job impeccably and with ease, as they are aware that small shifts in perspective can help identify the context with other people’s feelings and motives. When a call center agent has a “feel” for the customer needs, then it conquers a possibility to provide both the first call resolution and to make customer feedback actionable.
Because the customers cannot see you, they are lacking a “touch” on how important they are to your business. The tone of a call center agent portrays your business’s attitude. That voice establishes a connection with a customer. It should be welcoming, warm, friendly, and above all, professional. There is no second time to make the first impression. In the digital era, the tone of voice is not exclusive anymore to “what is heard” but to words used in chat, messages, and comments also. The voice of call center creates trust and a feeling of security. This leads to a positive brand image and further on to customer loyalty.
Another top virtue is patience. Customers are calling because they need help and support. And they may not always be in the best mood. Sometimes they may not understand call center agent’s instructions. And yes, a customer can become frustrated and might raise their voice from time to time. A conversation is then guided with calmness. And it is not about a person on any side. It is always about providing exceptional customer experience and a positive feeling for all.
Not all callers have the same background. Nor all of them have the same communication habits. This implies that some customers will take longer to understand the technical characteristics and the steps to be followed. Instead of making the caller feel bad, a great call center agent recognizes the differences. This skill means that they mastered adaptability and flexibility in a conversation.
When the agent relates with the callers, they make a customer feels special, and the invaluable lasting impression on the customers are things that can’t be measured by any contact center software and presented through any statistic numbers.
Do you have time to invest in your support staff to reach those peaks?