Top Qualities You Should Be Looking For in a Call Center Agency Partnership

A well-trained customer relations service which defines your company’s unique position in the marketplace is an important part of creating pricing power and a business that customers genuinely love.

A strong customer service lets you stand apart from competitors and actively focus your energy on creating things that cater to your ideal group of customers.

So what are the skill sets you should be looking for in hiring a call center agency partner?

Let’s start with the basic:

Problem-Solving Skills

Ideally, when hiring a contact center agency, you should be looking for a partner with high recognition and well-known reputation for problem-solving. 

Your  crème de la crème sales agent should be able to:

• Determine what needs a customer has and what problems they’re trying to solve (from the often incomplete, information provided).
• Determine which of your products solves the customer’s problems.
• Convince the customer to buy or at least evaluate said products.

This requires a combination of not only the problem-solving skills, but with the problem identification and persuasion skills. 

With this skill as a baseline—which is by the way an innate skill set—you are now able to ask training for other skill sets that you require. (Note: The right call center agency partner should have these in the bag!)

Organizational Skills 

Working as a call center agent can be demanding. Keeping up with the details from a single customer’s support case can be challenging—multiply that by the tens of customers that an agent will be dealing with on each day, and the pressure can be daunting. 

Your call center agents should be able to efficiently keep track of customer requests, issues, and complaints, and know how to best leverage any available resources to address them.

Communication Skills 

Agents need to strike a balance between giving thorough answers, using a professional vocabulary, and being conversational and approachable all at the same time. It’s no easy task, but agents should aim to keep their exchanges concise and relevant and resist the urge to overdo small talk. Customers do need that human touch, and it’s always important to make introductions at the outset. 

Empathy

It may seem dramatic, but empathy is among the most important customer service skills. A frustrated customer definitely needs attention and reassurance, but even satisfied customers need attention. For example, simply acknowledging concern for timeliness (quick delivery) and relevant promotional offers (not sending too many or unwanted marketing messages) shows consideration and respect for customers.

Now, there are a lot more of the skill-sets you should be looking for in a Call Center Agency Partner. But with these 4 crucial skill sets mentioned, other skill-sets should be able to be learned. 

QCSS has a 30-year history of quality customer care! We are 100% sure that we have these skill-sets—and so much more! Visit our website today: https://qcssinc.com/