Call Center Agents: Aim for Excellence

Patrick Kennedy, Ytel |  

Call center agents are often the only point of contact for customers, so your interactions should be as positive and successful as possible. Whatever goals your manager has set for you, there are several approaches to achieving a level of excellence you can be proud of. Read on for more!

Call Center Agents & Customer Support

Call center agents are often the only point of contact for customers, so your interactions should be as positive and successful as possible. Whatever goals your manager has set for you, there are several approaches to achieving a level of excellence you can be proud of. Read on for more!

Call Center Agents & Customer Support

Support Each Customer

While it's not always easy to be the customer advocate, doing so will pay off in the long run, as you will increase the lifetime and value of those customers you support. Building their trust will only benefit your goals and your company's bottom line. 

 Be Prepared

Being prepared for any type of interaction, whether bad or good, will only set you up for success in an agent role. Understand that things happen and customers get upset, irrational, and angry. Have a plan of attack for every situation in order to provide a solution to whatever problem you're dealing with. 

Have Patience 

Not everyone has your knowledge or skill set. You deal with people from various backgrounds with different understandings of technology and your product or service. The sooner you understand this, the better off you'll be. Patience is key to having successful interactions over the phone, email, chat, etc.

 Be Thorough

Be thorough with your customers and make sure that you maintain a deep understanding of their situation, account history, goals, etc. This will build their trust in you if you can easily discuss past circumstances and provide sound advice. 

Be Relatable

When it comes to dealing with customers, often times all they need is just an ear to listen. You'll find your calls are much more successful when you listen to the problem and find a way to relate to it. It's comforting for people to hear "I understand your frustration" or "I know that feeling" because it means they aren't alone and that someone understands what they're going through and can relate.

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About The Author

Patrick Kennedy, Ytel

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Patrick thrives around customer service challenges and faces them head on with his team. His unique goal is to optimize the customer support team at Ytel through and through, because happy customers are what keeps us thriving in business.


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