Your call center is only as effective and productive as your call center team. When it’s time to hire a call center agent, you will want to ensure you hire the best candidate—a trustworthy professional who will add value to your company. As you go through resumes and begin interviews, here are the five skills you should look for to achieve a successful hire:
The skill of multitasking is essential to the call center agent job. There will likely be a few calls in the queue at any point in time, so they need to manage their time and prioritize effectively. Solid multitasking skills also help them in conversations with customers who have different needs. Being able to keep multiple tasks going simultaneously will help them keep productivity high while meeting the needs of your customers.
Strong communication skills are among the most important skills a call center agent can have. After all, they spend nearly their entire workday communicating with customers. They’ll need to have excellent active listening skills and the ability to clearly communicate facts to customers while showing empathy and friendliness. Knowing how to ask the right questions is also vital. You’ll be able to tell a lot about a candidate’s communication skills during the interview process. Ask plenty of questions to give them an opportunity to showcase their skills.
The right call center agent for your team will be courteous and professional at all times. Their skills and knowledge will help to create a better overall experience for the customer. Your ideal candidate will display professionalism through appearance and communication. They will also understand the importance of adhering to company guidelines and the best practices of your call center.
Another skill you should look for when you hire a call center agent is teamwork. The right candidate will understand the value of working harmoniously with other members of the team. They’ll have good problem-solving and conflict-resolution skills and will be dedicated to keeping the call center team focused and productive. Hire a candidate who is comfortable working with many different personalities and is committed to maintaining a positive work environment.
Your next call center agent should be confident working with the technology tools you have in your center. Even if they do not have experience working with your specific computer program or phone system, the best candidates will have a high level of comfort with technology. Ask about the technology they have used in previous jobs and whether they are willing to learn the new systems you use in your call center.
Find the Best Candidate for Your Call Center Agent Opening
Does it seem like you keep hitting dead ends in your search for dependable, hard-working call center agents? A Plus Staffing Solutions can help with your recruitment efforts. We have more than two decades of experience meeting the staffing needs of businesses in Columbus, OH, and beyond. Let us help you reduce risk and boost your bottom line by connecting you with the area’s top candidates. Get in touch with our staffing experts today to hire a call center agent.