Here again, you can check on a candidate’s problem-solving abilities by contacting their former employers.Ī good agent must be able to keep their emotions in check, whether they’re dealing with a friendly caller or someone that becomes highly irate. 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. This has a negative effect on caller satisfaction and ultimately on the company itself.Ĭall center agents need to be able to solve any problem that comes up. Callers are put on hold while the agent asks around for a solution. However, while this may work when fielding common issues or problems, it limits an agent’s ability to field unusual queries or requests efficiently. Traditionally, call centers have supplied their agents with scripts to work from and many companies still use this procedure. These qualities of your prospective agent can be checked out by calling previous employers. 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. Of course, quality of customer support should not be sacrificed for speed and customer satisfaction should always be the primary goal of any call center.įast and efficient service is also highly valued by callers. This is the best way to learn whether they will be a good fit for the job or not.įrom a company’s perspective, an agent who is fast and efficient will be able to field more callers and increase its bottom line. They have to be able to remain calm in any situation, even when they’re being yelled at.Īs part of your hiring process, contact past employers to find out how a candidate reacted when under pressure. Agents have to deal with frustrated callers who may become irate. Many call centers experience high staff turnover when agents suffer burnout due to the pressure associated with the job. Test prospective candidates prior to hiring to evaluate their ability to retain and recall knowledge, and make sure they have the call center skills listed on their resume.

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.Ĭall center agents need to instantly recall information as callers don’t have the time to wait while they source the answers to caller queries. They need to be able to memorize and recall all the information about their company’s business. As a further test of ability, you can set up a role-playing exercise to assess these skills before hiring.Īgents need a good memory in the fast pace of a call center environment.

You can get a good idea of a candidate’s communication skills during an interview. 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. Communication impacts every aspect of this job and is a skill that is critical for success. The nature of the work demands good communication skills. Here are some of the leading qualities you should look for when hiring call center agents:

Each call differs from the next and call center agents need a strong skill set to deal with a multitude of different situations that may arise.

Agents have to maintain a fine balance between satisfying callers and meeting the needs of their organizations. The work of a call center agent is complex and demanding.

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