A recent report published by Cloud Talk identified 8 basic skills needed to work in call centers so that a person becomes qualified to be appointed as a customer service employee.
Ta3heed newsletter provides you with these skills:
1- Good communication:
Good communication within a contact center means sharing information effectively and ensuring clear interactions between employees, customers and team members, which requires active listening and professional responses to meet customer needs.
A Salesforce study found that 88% of customers are likely to make a repeat purchase, while 75% are willing to overlook a company’s mistakes if they receive excellent customer service.
2- Flexibility:
Flexibility here means responding appropriately – to different situations. This is especially important in a contact center setting when you are not sure what the next call or message will bring.
You can improve your call center performance by learning how to cope with uncertainty, staying curious, and trusting your ability to adapt and handle whatever comes your way.
3- Sympathy:
This means showing sensitivity to customers’ feelings, making them feel valued, acknowledging their concerns, and confirming understanding before responding. Empathy is also what sets humans apart from chatbots.
One study found that 99% of customers feel more comfortable when a human helps them solve their problems.
4- Multitasking:
The ability to multitask is crucial when working in a call center as you will be listening to and empathizing with customer calls.
You will also take notes, search logs, find out the correct answer or technical response, and monitor call center metrics on the dashboard in real time.
5- Solving problems under pressure:
With the number of calls and messages coming in non-stop and dealing with customer issues one after another, you will need to be calm under pressure to get the best results for your call center.
Staying calm and focused under pressure will give you a competitive edge over those who panic when things get busy.
6-Organizational skills:
With multitasking, and the need to stay calm and connected under pressure, keeping your employee organized will make your call center run much easier.
This might include keeping your computer file names consistent and organized into easy-to-find digital folders, or integrating with your customer relationship management (CRM) system that means you can quickly pull up records and help files when talking to a customer on the phone or online chat, helping you stay focused and calm in all situations.
7- Possessing the required knowledge and experience:
Customers typically call because they expect a higher level of expertise and knowledge from call center employees than they can find anywhere else.
8- Technical skills:
Having strong technical skills can help you stand out from the crowd in a call center, depending on the product or service.
If you have the right knowledge base and technical ability to help customers solve complex problems – especially if you can explain this technical information in simple terms – you will be an invaluable asset and will likely win over customers and managers.
