Here is the list of what call center agents should do during a call interaction.
1) Have in-depth knowledge:
When agents are thorough with the features and specifications of the product, they have to make least efforts to solve the query or sell the product. This results in establishing credibility, trust and leaves an impression on the prospect’s mind.
2) Give importance to customer:
Asking customers details during every call bugs them. To avoid this, train the reps to use CRM solutions. This saves the customer’s time and improves agent’s productivity and efficiency. It even works in providing speedy book keeping and accurate financial reporting of the clients.
3)Follow two-way communication process:
The agent’s main job is to communicate; first of all they should allow the customers to speak without any interruption. The agent should actively listen and speak only after they finish. Secondly, they must possess the quality of excellent communication skills.
4) Focus on customer rather than selling:
An agent’s entire attention should be on customer’s interest and what they require, rather than pushing them to buy the company’s product. They should focus more on understanding the requirements of the prospect. This way, when they will have an issue, they will surely search for you.
5) End to end Visibility:
Even if the call center agent’s job does not dictate to go beyond the first call resolution still they should be keen to resolve the issue proactively. They must get into the root of the problem to ensure that customers do not call for the same issue again.
6) Take tips from other call center agent
One of the best ways to improve your own performance is to get tips from someone who is doing well. Sit in on calls with a successful call center agent and listen to how they manage their calls and handle customer interactions.