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There are3 major keys that can assist agents in reaching customers and obtaining their loyalty. They are as follows: Call Monitoring, Coaching and Training.
Call monitoring can be done internally or by a3rd party. Using a3rd party can provide you with a customer-centric, unbiased look into how agents are handling customers. Once you have evaluations that are objective and measurable, then the agent needs to be able to understand it and then move their performance forward. All the evaluations in the world cannot help agents, unless it is followed up by training and coaching.
Once a needs analysis has been done by monitoring calls, a trainer then can go in and focus on the pieces that need help and celebrate the great things that agents are currently doing. Training is vital in ensuring agents are aware of what is expected in handling customers. Agents need to have the understanding on how to personalize the interaction versus just processing the call. Once the agent is trained initially, then follow-up training must come into play.
Follow-up training is done through coaching the agent by their supervisors and managers. As all great sport coaches will tell you, the key to having great players is to show them how to do things better and praising their victories. There is no difference between a football coach and a call center manager … just a different game is being played. Once you have great coaches on the call center floor giving great advise and kudos to their agents, this experience will spill over to the treatment of customers by the agents.
These3 factors will change behavior and move forward the performance of agents within any call center environment. The behavior change will produce more than just customer satisfaction, it will produce customer loyalty.
WHEN YOU ARE A CALL CENTER AGENT definitely u have a good ears.
adding to that to be the best agent sre:
*logical analysis
*comprehension ability
* and of course being healthy to beactive
There are three key factors for successful call center agent is
i) Way of response which makes the customers satisfy
ii) And customer's loyalty
iii) And finally have to use appropriate technology
Extrovert Personality
high listening and problem solving skill
overall must be a good Communicator.
Smart fluent speaker who must have excellent judgmental skill to judge client's issues
Be polite , patient , helpful , always make sure that you have satisfied the caller and never be a troublemaker
To communicate in a polite way with patience and have a good information about the topical sentence on which the discussion would be going on never feel the customer that you are confuse/anxious and should be100% confident.
