The Primary Qualities of a Call Center Agent

Call Center representatives are the ones who stand in the front-line when customers call. They are responsible for handling questions and issues that the customers may face regarding a product or service. These dedicated men and women are the unnamed heroes whose only purpose is to provide instant solutions and answers to whatever issues the customer may face. They act like a link between the company and their customers and they hold a key position in the business.

There are certain qualities that a call center agent must possess. Whether you’re a Technical Support Representative or a Customer Service Representative - these qualities are necessary for handling customers in the proper manner.

1. Telephone Etiquette: This is the most important characteristic that an agent should have because they would spend most of their time on telephone calls. Their prime role is to deliver an effective and reliable solution to the customers over the phone, therefore it is necessary that they have the right manners and etiquette in handling all calls – even with the irate ones.

2. Good Listening Skills: Another important trait that should be present in a call center agent is good listening skills. First time representatives usually have a problem with this. The key is to take your time to listen and understand what the customer is saying. Customers have a lot to say when they call and it is an agent’s role to listen and understand. Without this trait, an agent would fail to give out the proper response or resolution to the customer’s issue.

3. Good Communication Skills: Agents should know how to clearly convey a message. An agent’s work depends on his/her interaction with a customer, the volume and speed of speech should be appropriate. Furthermore, they should be able to adjust their tone and speed according to the caller and must know when they need to take a pause and when they should allow the customer to speak. What I suggest to do is to use simple words, construct simple and understandable sentences but always mind your grammar. You should also know by heart the product that you are supporting so you can provide the correct information. Follow the customer’s pace and don’t speak too fast but always remember to control the call so it won’t go out of topic.

These are some of the most important qualities that must be present in call center agents. Without these, an agent won't be able to deliver high quality services and good customer experience. If the customers are not satisfied with the customer support – like a domino the product that you are supporting would also decline in quality and the business would be affected negatively.