3 Most Important Characteristics You Want In Your Call Centre Employees
Working in a call center is not an easy job — they have notoriously high attrition rates for a reason. But, high turnover costs big bucks. When you account for the time spent hunting and interviewing, not to mention paid training, the expenses really add up. Having the right cloud call center software will make training your employees easier, but keeping those employees is still crucial to the success of the business.
What can cloud call centers software do, to try and mitigate employee turnover? While there are plenty of on-the-job factors that come into play when keeping good employees happy, it’s important to return to the very initial hiring stages.
What type of person will be best suited to work in a cloud call center software long-term? Here are 3 main characteristics you want to look out for:
Cloud Call Center Software Demands Agents Proactiveness
Problem-solving is the name of the game here, and you want to ensure anyone you hire is naturally proactive and eager to solve problems. It’s easy to say, “I don’t know” when faced with a challenging situation, especially if your employee genuinely doesn’t know how to solve the caller’s problem.
The difference here is that a proactive employee is going to say, “I’m not 100% sure but let me find out for you” as opposed to shutting the door. A proactive employee will go the extra mile to ensure the caller is receiving exactly what they need to be satisfied. This is something they just naturally do, without having to be reminded.
Operators Need to Become More Friendly
Whether your staff is making outbound calls or accepting inbound ones, it is essential they have a naturally friendly demeanor. Many customers that call in will be experiencing problems they need help with — and when making outbound calls, your agents are sure to get some unkind people on the line. If the voice these people hear is not a friendly one, it’s almost guaranteed they will have a bad customer service experience.
Whether it’s a voice or a face, customers perceive the person they are speaking with as the face of the company. An unfriendly call agent has the ability to damage the entire company’s reputation, in addition to losing customers and revenue.
Agents Must Enjoy Selling
Up-selling, cross-selling, and cold calling are all components that are part of the cloud call center software industry. Not everyone can be a superstar salesperson, but it’s important to hire staff who are not adverse to selling. While the main priority may not be selling anything, there will be countless opportunities to suggest complimentary products or services that truly make sense for, and benefit, the customer. You need employees with the ability and confidence to recognize these occurrences, and act on them.
With the right software for call centers, your business will have the ability to give your employees the tools and resources they need to excel in their roles. Nectar Desk’s cloud call center software offers tailored solutions that always start with a free trial.
