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Qualities of a Representative

Learn some qualities you must have.

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Qualities of a Representative

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  1. ENGLISH FOR CALL CENTERS

  2. QUOTE “In a world where you can be anything, be kind.”

  3. OBJECTIVE By the end of the class, students will be able to learn about the good qualities that a representative should have by watching a video, showing enthusiasm and respect for the class.

  4. QUALITIES OF A REPRESENTATIVE

  5. Here are some of the leading qualities you should have: 1. Effective Communication Skills Communication impacts every aspect of this job and is a skill that is critical for success. An agent must not only have good oral communication abilities but must be an attentive listener to fully understand a caller’s query and provide a solution that meets their needs 2. Knowledge Retention and Recall Agents need a good memory in the fast pace of a call center environment. They need to be able to memorize and recall all the information about their company’s business. Callers want immediate answers and any hesitancy or lack of conviction on an agent’s part lessens their belief in the accuracy of the information.

  6. 3. Ability to Handle Pressure Agents have to deal with frustrated callers who may become irate. They have to be able to remain calm in any situation, even when they’re being yelled at. 4. Speed and Efficiency Fast and efficient service is also highly valued by callers. They don’t want to hang around any longer than they need to, but at the same time, they need their problem or query to be resolved to their satisfaction.

  7. 5. Creative Problem Solving Call center agents need to be able to solve any problem that comes up. This often requires a degree of creativity on their part to arrive at a solution that will satisfy the caller while preserving the best interests of the company. 6. Empathy Empathy is a very important quality of a successful call center agent. A warm and friendly approach will go a long way to developing a good rapport with a caller. An agent must be able to convey a genuine understanding of a customer’s concern and ensure them that they are being heard.

  8. 7. Organizational Ability Call centers are busy work environments that require good organization, not only from management but at the agent level as well. Agents need to be able to juggle multiple tasks while they are talking to callers, including taking notes, checking the company knowledge base and updating the CRM system. They need to be well organized to do the job efficiently. 8. Team Player In today’s world where virtual and cloud-based call centers employ agents located all over the world, it would be easy for individuals to work in isolation. However, all call centers work best when agents work as a team. It is important for agents to foster relationships with other team members and for them all to be on hand to provide support to each other when necessary.

  9. These qualities are not only critical to the success of a call center agent but can have a significant impact on the success of a business. An unprofessional, inefficient or rude call center agent can do immeasurable damage to a company. Agents can undo a large part of the work that the marketing department has done to attract callers and potential customers to your website.

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